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Zahid Mahmood

@zahidmahmood

Customer Support Manager at E3 Group who developed an AI-assisted agent tracking app for a logistics automation provider.

Pakistan

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At E3 Group via Core Edge Solution (BPO), I directed customer support operations for a US-based logistics AI automation provider. I developed an internal agent tracking and management web application using applied AI tools and Python.

At Revolut, I worked across retail support and FinCrime operations, investigating high-risk accounts and helping customers stop fraudulent transactions. I also used blockchain analysis tools to trace cryptocurrency transfers and supported AML/CFT interventions.

As FinCrime Line Manager at Revolut, I managed a team of 15–20 agents and shared performance metrics and action plans with senior leadership. My work has also included training new hires, quality audits, customer support, and operational KPI management.

Experience

Work history, roles, and key accomplishments

Customer Support Manager

E3 Group via Core Edge Solution (BPO)

Feb 2026 - Sep 2026 (7 months)

Directed customer support operations and workflow integrations for a US-based logistics AI automation provider. Developed an internal agent tracking and management web application using AI tools and Python, and conducted interviews and training for new CSR recruits.

AI Tools Python Customer Support Operations Workflow Integration Team Management Training KPI Management

FinCrime Line Manager

Revolut

Jan 2025 - Dec 2025 (11 months)

Managed FinCrime operational workflows, focusing on complex multi-jurisdictional escalations, AML compliance, and strict team performance matrices. Supervised detection and mitigation of sophisticated fraud networks targeting digital assets and high-value cryptocurrency transfers.

FinCrime Operations AML Compliance Fraud Detection Team Management KPI Optimization Blockchain Analysis Cryptocurrency

FinCrime Support Specialist / Team Coordinator

Revolut

Dec 2023 - Jan 2025 (1 year 1 month)

Investigated high-risk accounts and mitigated cross-border banking vulnerabilities while assisting in team management and quality assurance. Utilized blockchain analysis tools to trace multi-hop cryptocurrency transfers and executed targeted intervention protocols within AML/CFT frameworks.

Fraud Detection AML CFT Blockchain Analysis Cryptocurrency Team Coordination Quality Assurance Customer Intervention

Telemarketing Sales Representative (Part-Time)

Digit Drive (BPO)

Feb 2022 - Aug 2024 (2 years 6 months)

Executed daily outbound cold calling, successfully engaging 300-500 energy and utility prospects across North American markets. Consistently exceeded target sales matrices through active objection handling, real-time CRM updates, and direct portfolio matching.

Cold Calling Sales Objection Handling CRM Energy and Utilities

Customer Support Representative / Team Coordinator (Retail)

Revolut

Oct 2021 - Dec 2023 (2 years 2 months)

Managed customer back-office operations, delivered comprehensive support, and assisted with team leadership duties. Provided support via chat and email, achieving Level 3 access, and assisted users with cryptocurrency spot trading, card top-ups, bank transfers, and other services.

Customer Support Cryptocurrency Spot Trading Troubleshooting Team Coordination Quality Assurance Zendesk