Zahid Mahmood

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.

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.

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.

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.

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.

Completed Cambridge A Levels as a private candidate.

Completed Cambridge O Levels.

Attended American Lycetuff for schooling.