Muhammad Arsalan

Customer experience and product support specialist with 3+ years across fintech, logistics, and high-traffic digital platforms — operating frontline multi-channel customer interactions (chat, phone, email). Track record of troubleshooting complex technical and account issues, collaborating across departments to close product gaps, and translating user feedback into engineering insights. Currently completing a Bachelor's in Software Engineering, with a working understanding of APIs, databases, and product architecture — directly relevant to a Product Support Engineer role.

Comfortable in hypergrowth environments where ownership, creative problem-solving, and direct decision-making matter more than playbooks.

Operations Analyst - Mindbridge Pvt Ltd - Lahore

(2025-04 - 2025-12)

• Independently processed 300+ monthly cases with direct decision authority on complex, high-stakes work — no escalation required.
• Collaborated across legal, ops, and compliance for unified case handling under tight regulatory deadlines.
• Maintained zero-error documentation standards under audit pressure.
• Surfaced procedural inefficiencies to leadership; contributed to workflow changes that reduced case turnaround time.

Customer Experience Specialist — FedEx Campaign - Ibex Global - Lahore

(2024-11 - 2025-03)

• Frontline multi-channel support (phone + chat) for a global logistics network — shipment, scheduling, and account issues.
• Identified and reported recurring delivery and routing malfunctions to ops, enabling rapid corrective action and reducing repeat escalations.
• Held FedEx brand-aligned communication standards across every interaction in a high-volume environment.

Customer Support Representative - Talabat - Lahore

(2023-09 - 2024-10)

• Real-time chat and phone support for a high-traffic consumer delivery app — order, payment, and account issues at scale.
• Coordinated across customer, restaurant, and rider touchpoints to deliver seamless service experiences.
• Captured user feedback patterns and reported them to team leads, informing continuous iteration on the customer journey.

Product Support Specialist - TapTap Send - Remote

(2023-02 - 2023-09)

• Owned end-to-end customer experience for an international remittance app — troubleshot transaction failures, KYC blocks, account activation, and onboarding flows.
• Replicated user flows and tested edge cases to document reproducible bugs for engineering, contributing to shipped product fixes.
• Acted as the bridge between users and product, ops, and compliance — primary escalation path for complex KYC and transaction-failure cases.
• Identified recurring product gaps from feedback patterns; proposed workarounds that reduced repeat ticket volume while permanent fixes shipped.

Bachelor of Science - Software Engineering - Virtual University of Pakistan

Intermediate - Pre-Medical - Punjab Group of Colleges

Matriculation - F.G Public School