Ecom Tech.z

Customer support and compliance professional with experience on Mindbridge Pvt. Ltd.’s international Careem campaign, progressing from Customer Support Representative to Compliance Officer in the BI team. Skilled in inbound customer support, complaint handling, ride, fare, payment, refund, and account-related queries, and case escalation.

Experienced in compliance reporting, internal audits, supporting external ISO and SOC audits, and agent training design. Contributed to audit and certification activities across ISO, SOC, PCI DSS, and GDPR-related compliance programs. Recognized for high KPI achievement, punctuality, and active listening.

Compliance Officer-BI at Mindbridge. Pvt. Ltd (2025-11 – 2026-08)

• Prepared compliance reports and analyzed operational and performance data to support monitoring and management review
• Conducted management review meetings, surveys, internal audits against applicable requirements and supported external ISO and SOC audits.
• Contributed to audit and certification activities associated with ISO 9001, ISO 26000, ISO 22301, ISO/IEC 27001, ISO 18295, PCI DSS, SOC1 and SOC 2.
• Helped identify errors, policy gaps, and compliance issues; escalated findings to management and maintained supporting records.
• Designed agent training content to address requirements and operational or compliance needs.
• Provided feedback and coaching to agents based on observed performance and compliance findings.
• Used Excel, BI LMS, Google Sheets, Google Drive, Google Admin Console, and Microsoft Office for reporting, training, records, and operational tasks.

Customer Support Representative-MOT Careem DXB at Mindbridge. Pvt. Ltd (2025-07 – 2025-11)

• Handled inbound customer calls and supported customers with captain and order-related questions, service issues, and complaints.
• Responded to fare, payment, refund, account, and app-related queries in line with campaign procedures.
• Coordinated with customers and driver-partners to address ride-related concerns and support case resolution.
• Followed call scripts, standard operating procedures (SOPs), and escalation processes for unresolved cases.
• Worked toward customer satisfaction, KPI, and call-quality targets.
• Used OKTA, JIRA ticketing system, Apollo (campaign software) for query handling.

Lecturer at Allied School (2024-11 – 2025-06)

• Delivered structured English and Geography lessons, adapting explanations to support student understanding.

HR Coordinator at IREG-IT (2022-12 – 2023-03)

• Designed a streamlined hiring workflow that reduced manual steps and accelerated candidate processing.
• Organize task tracking and improve team visibility using ClickUP
• Supported hiring and administrative workflows.

BSc. in Geological Engineering – University of Engineering and Technology, Lahore (2018 – 2022)

Intermediate (Pre-Engineering) – Govt. Girls Higher Secondary School, Singhpurah, Lahore (2016 – 2018)

Matriculation – Govt. Girls Higher Secondary School, Singhpurah, Lahore (2016 – 2018)