Ubaid Ullah

Results-driven Customer Experience professional with hands-on expertise in fraud dispute handling, backend support operations, Salesforce CRM, and BOT monitoring. Proven ability to manage complex customer issues, lead teams, and drive operational efficiency. Currently pursuing dual degrees in Law and Arts while continuing to grow professionally in the banking and telecom sectors.

CX Backend Support & Engagement — Backup Lead - Telenor Microfinance Bank / EasyPaisa Digital Bank (EDB)

(2023-07 - 2026-02)

• Managed shift operations and team coordination for backend support department
• Handled fraud and transaction disputes via the FTDH (Fraud & Transaction Dispute Handling) portal
• Analyzed FTDH dispute reports and marked/blocked fraud accounts with risk-fraud reason
• Executed end-to-end layering of fraud dispute cases and IBFT transaction locks for member banks
• Sent layering transaction emails to internal stakeholders and handled fraud attempt tickets
• Prepared and maintained daily, weekly, and monthly performance reports and dashboards
• Conducted surveys, maintained SLA compliance, and improved customer service standards
• Provided outbound call support with first call resolution focus

Backend Customer Support Specialist - Sapphire

(2026-03)

• Managed and handled the Salesforce Commerce Cloud (SFCC) portal for customer operations
• Resolved customer queries related to orders, returns, and exchanges with high accuracy
• Coordinated with internal teams (warehouse, courier, and support) for end-to-end issue resolution
• Processed return pickups (RP), store credits, vouchers, and order modifications
• Maintained accurate case handling records and ensured timely responses to customers

Bachelor of Laws (LLB) - Law - University of the Punjab, Lahore (Private) (2022 - 2027)

Bachelor of Arts (BA) - Arts - University of the Punjab, Lahore (Private) (2025)

Intermediate (F.A.) - Govt. Islamia College Civil Lines, Lahore (2019)

Secondary School Certificate (Matric) - BISE Lahore (2017)