ATEAB UL SAMAD ZAIGHAM
Payactiv
Islamabad
Work Preference
Work Type
Full timePart time
Location Preference
On-siteRemoteHybrid
Location:
Islamabad, Pakistan
Open to relocation:
Yes
Minimum Desired Compensation
₨300000/yr
Important To Me
Career advancementWork-life balanceCompany culturePersonal development programmesHealthcare benefitsWorking remotely optionPaid time offTeam building / company retreatsPaid sick leaveContribution to a private pension planStock options / equity / profit sharing4-day work weekFlexible work hours
2
Languages
1
Certification
9
years of professional experience
Operations and customer support leader with 7+ years of fintech experience spanning VISA card operations, incident management, and account management. Expertise in risk management, compliance, stakeholder coordination, and data-driven process improvement, with a focus on customer experience (CX), customer satisfaction (CSAT), SLA performance, retention, and operational excellence.
Work History
Team Leader Supervisor
3 Years 8 Months- Lead daily visa card operations and deliver customer support for service levels.
- Resolve escalations and account concerns to maintain resolution quality and experience.
- Supervise and coach team of 24 using productivity and quality KPIs daily.
- Ensure compliance with internal policies, regulatory requirements, and operational controls through regular monitoring, accurate documentation, risk assessment, and corrective action to maintain audit readiness and minimise compliance risks.
- Coordinate with stakeholders and partners to resolve incidents and operational issues.
- Enforce policies, monitor risks and exceptions, and coordinate corrective actions.
- Maintain accurate case documentation, protect data integrity, follow established procedures.
- Build Salesforce dashboards and Google Sheets trackers for visibility and trend analysis.
- Prepare performance reports, analyse operational trends, and recommend improvements to leadership.
- Lead onboarding training and knowledge development; trained 25 members in Dec 2024.
- Manage shift priorities, allocate tasks, and schedule workflows for service targets.
- Address employee concerns and resolve conflicts through coaching and assessments.
- Drive continuous improvement using process optimisation, quality monitoring, and communication.
Card Operations Specialist / Subject Matter Expert
1 Year 11 Months- Served as a subject matter expert for VISA card processes, product inquiries, and complex customer cases.
- Maintained accurate Salesforce documentation and supported consistent case handling and issue resolution.
- Identified recurring operational issues and collaborated with relevant teams to improve processes and service consistency.
- Analysed operational processes and recommended improvements, driving innovation and operational excellence.
Technical Support Specialist
1 Year 5 Months- Resolved customer account and technical issues through calls, chats, and emails with step-by-step guidance.
- Managed complaints by investigating issues and escalating complex cases appropriately.
- Maintained accurate case documentation while meeting service quality and response-time targets.
- Built positive customer relationships using active listening, clear communication, and customer-focused problem-solving.
- Collaborated with colleagues to support daily operations and maintain consistent service delivery.
- Used excellent listening skills to capture and record all customer issue details for faster resolution.
Customer Service & Sales Representative
1 Year 6 Months- Handled customer inquiries and assessed needs to effectively explain products and services, enhancing customer understanding.
- Maintained accurate records and facilitated follow-up on customer concerns, ensuring timely resolutions.
- Managed challenging customer interactions and communicated feedback to relevant teams, improving overall service quality.
Education
GCSEs - Sciences
Skills
Dashboard reporting
Salesforce administration
Customer Relationship Management
Incident Tracking & Issue Resolution
Problem-solving
Escalation handling
Communication skills
Customer support
Customer retention
Account management
Reporting and tracking
Operational reporting
Dashboard reporting
Process compliance
Administrative support
Stakeholder coordination
Team leadership
Employee coaching
Training and onboarding
Process ownership
Communication skills
Problem-solving
Employee coaching
Process ownership
Communication skills
Problem-solving
Active listening
Leadership
Team building
Team leadership and motivation
Commitment to excellence
Public speaking
Analytical and critical thinking
Customer focused
Strategic planning
Health and safety awareness
Task collaboration
MS Office Suite
Complaint handling and resolution
Project planning and coordination
Public Relations
Deadline management
Issue resolution
LANGUAGES
English: Fluent
Urdu: Native
Certification
- Certificate of Participation – Train The Trainer (TTT): Four-day program, February 26–29, 2024.
- Workplace Ethics and First Time Manager Skills: Training completed January 30, 2023.
Interests
Competitive E-Gaming | Football & Sports | Fitness & Healthy Living | Travelling & Exploring New Places | Personal Wellbeing & Development
TRAINING & RECOGNITION
Payactiv – SDS IT Long Service Loyalty Award (2024): Recognized for five years of service; issued January 2025., Certificate of Appreciation – Well Deserved Promotion (2023).
Training
- Certificate of Participation – Train The Trainer (TTT): Four-day program, February 26–29, 2024.
- Workplace Ethics and First Time Manager Skills: Training completed January 30, 2023.
- Additional Professional Development: Internal managerial training led by a Payactiv Director and Emotional Intelligence training sessions.
Target roles
Business Operations | Administrative Coordination | Customer Experience | Compliance & Process Management
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Timeline
Team Leader Supervisor
Payactiv
02.2023 - CurrentRead More
Card Operations Specialist / Subject Matter Expert
Payactiv
03.2021 - 02.2023Read More
Technical Support Specialist
Payactiv
10.2019 - 03.2021Read More
Customer Service & Sales Representative
Phonovo
04.2018 - 10.2019Read More
IMCB F-8/4
GCSEs from Sciences
Read More