Abdullah Mumtaz
Customer Operations Specialist
Karachi
Summary
Customer Operations & Support Specialist with 5+ years of experience in customer service, call center operations, banking, account management, and remote workforce coordination. Skilled in high volume inbound/outbound support, CRM systems, SLA management, team supervision, training, compliance, and process improvement. Delivered 3,700+ customer care interactions with a verified 5 star service record while consistently resolving complex issues and maintaining high customer satisfaction.
Overview
3
3
Languages
6
6
years of professional experience
Work History
Managing Partner
THE DORSUM
10.2023 - Current
- Coordinated daily operations in a fast paced remote environment, improving workflow efficiency and team productivity.
- Monitored employee performance, productivity, and accountability metrics to support operational goals.
- Trained and onboarded team members while maintaining reporting systems and supporting employee retention initiatives.
Customer Support Specialist
REVOLUTION RESOURCES
06.2023 - 09.2023
- Delivered high volume, multi channel customer support (chat, email, voice) in a fast paced SaaS style environment while maintaining SLA adherence and service quality standards.
- Managed customer tickets with accurate documentation, workflow consistency, and structured issue resolution using CRM based systems.
- Provided real time support for time sensitive technical and account related issues, ensuring clear communication and customer retention focus.
Customer Support Executive
MIGHTY TECH SOLUTIONS
01.2023 - 05.2023
- Supported customer workflows by handling complex inquiries, escalations, and operational support cases in a high demand environment.
- Diagnosed customer issues using structured troubleshooting, critical thinking, and process driven decision making to ensure fast and effective resolution.
- Improved customer experience by maintaining SLA compliance, reducing friction in support processes, and ensuring consistent resolution quality across all channels.
Account Executive
SOHAYE BY DINERS
05.2022 - 11.2022
- Managed client accounts and supported sales and customer success workflows, ensuring smooth coordination across internal teams and operational processes.
- Strengthened client relationships through consistent communication, improving satisfaction, engagement, and long term account retention.
- Oversaw multiple active accounts simultaneously while prioritizing tasks, tracking deliverables, and maintaining organized pipeline management.
- Trained and supported junior team members on account management practices, contributing to team performance improvement and process consistency.
Operations Specialist
BANK AL HABIB
09.2020 - 05.2022
- Supported daily operational processes by managing workflows, ensuring accuracy, efficiency, and adherence to standard procedures.
- Coordinated cross functional tasks and resolved operational issues using structured communication, prioritization, and problem solving skills.
- Maintained process quality through data verification, reporting support, and assisting in training to improve consistency and performance.
Education
BBA -
IQRA UNIVERSITY
Karachi, Pakistan 04.2001 -
Skills
Customer Operations: High-Volume Chat Support, Call Center Workflows, Inbound/Outbound Queues, SLA Management
Workforce Coordination: Performance Tracking, Process Improvement, Remote Team Management, Training & Onboarding
Compliance & Banking: Financial Teller Accuracy, Regulatory Compliance, Data Security Standards, Account Escalations
Systems & Software: CRM Dashboards, Contact Center Dialer Software, Zendesk/Helpdesk Environments, Slack, Zoom, G-Suite
Additional Information
• High-Volume Chat Management: Managed real-time digital dashboard queues to
• deliver 3,711 distinct text-based support sessions, coordinating care pathways for
• 738+ unique global clients.
• Quality Benchmarks: Achieved and sustained a perfect 5-star user satisfaction
• rating across 86 formal platform evaluations and 64 detailed client reviews.
• System Engagement: Logged 192,574 platform points, demonstrating mastery
• over high-volume digital workspace workflows, remote team communication, and
• user privacy boundaries.
Timeline
Managing Partner
THE DORSUM
10.2023 - Current
Customer Support Specialist
REVOLUTION RESOURCES
06.2023 - 09.2023
Customer Support Executive
MIGHTY TECH SOLUTIONS
01.2023 - 05.2023
Account Executive
SOHAYE BY DINERS
05.2022 - 11.2022
Operations Specialist
BANK AL HABIB
09.2020 - 05.2022
BBA -
IQRA UNIVERSITY
04.2001 -