Mubashir Karim
COUNTRY HEAD — CUSTOMER SUPPORT & BACKEND OPERATIONS
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About
Customer Support Lead and Operations Manager with 8 years of experience building and running 24/7 service infrastructure for international brands. Led regional operations for Coredy Inc. from 2016 to 2024, managing a 10-person support team across email, live chat, ticketing, phone support, Amazon review management, and replacement logistics. Skilled at improving response speeds, standardizing escalation procedures, and maintaining high customer satisfaction ratings across global markets.
Verified by executive reference documentation and video endorsement from Coredy leadership.
Experience
Country Head – Customer Support & Backend Operations at Coredy Inc. (2016 – 2024)
Global Consumer Electronics & E-Commerce
- Managed daily operations and backend support workflows for Coredy Inc., ensuring 24/7 service availability for international customer bases.
- Hired, trained, and led a 10-person customer support team handling high-volume inquiries across email, live chat, inbound phone lines, ticketing systems, and Amazon product reviews.
- Re-engineered the customer replacement and warranty claim system, establishing clear guidelines for returns and significantly reducing processing turnaround time.
- Monitored team performance through regular ticket reviews and call audits, keeping team CSAT scores consistently above target and meeting all channel SLAs.
- Worked closely with cross-functional teams in product development and logistics to feed customer feedback back into quality improvements and updated product manuals.
- Credential Note: Leadership history, team size, and operational performance verified via official Coredy Inc. letterhead and a recorded video endorsement from the General Manager.
Customer Support Operations Consultant at Independent Consultant (2024 – Present)
- Advise fast-growing e-commerce stores on setting up scalable helpdesk structures, establishing baseline SLA metrics, and structuring remote agent training programs.
- Help clients implement simple quality assurance checklists and standard operating procedures (SOPs) for handling complex customer disputes.
Education
Diploma in Fashion Design (2-Year Program) – Iqra University
FSc Pre-Engineering – Fazaia Degree College
