Zaid Naeem

Results-driven Operations, Customer Support, Audit, and Administration professional with 7+ years of experience across healthcare, e-commerce, BPO, and technology sectors. Proven expertise in operations management, customer service excellence, dispute resolution, quality assurance, audit compliance, team leadership, and process improvement. Strong ability to manage cross-functional teams, analyze business operations, identify risks, and implement effective solutions that improve efficiency and customer satisfaction.

Recognized for delivering exceptional results in high-pressure environments while maintaining operational excellence and organizational growth.

Audit Head - Techmite Solutions

(2025-01 - 2026-01)

• Leading the Audit Department and ensuring compliance with company policies, operational procedures, and quality standards.
• Conducting detailed operational audits, risk assessments, and performance evaluations across multiple departments.
• Developing and implementing audit strategies to identify process gaps, operational risks, and compliance issues.
• Preparing comprehensive audit reports with actionable recommendations for senior management.
• Monitoring departmental KPIs and ensuring adherence to established SOPs.
• Investigating operational discrepancies and implementing corrective actions.
• Training and supervising audit team members, ensuring high-quality performance.
• Contributing to process optimization, operational transparency, and organizational growth.

IR SWAT (Issue Resolution Department) - Daraz

(2023-01 - 2024-01)

• Managed seller disputes, complaints, claims, and escalations in the IR SWAT department.
• Conducted detailed investigations and coordinated with internal teams for resolution.
• Reviewed evidence, transactions, and operational records to ensure fair decisions.
• Negotiated settlements and resolutions while maintaining company policies.
• Handled high-priority escalations and improved seller experience on the platform.
• Prepared reports and analyzed dispute trends for operational improvements.
• Maintained strong communication with sellers, vendors, and internal stakeholders.

Customer Support Specialist - IBEX

(2022-01 - 2023-01)

• Provided excellent customer support via phone, email, and live chat.
• Assisted customers with account issues, technical problems, billing, and service requests.
• Resolved customer complaints efficiently and ensured high satisfaction.
• Handled escalations professionally and ensured timely resolutions.
• Maintained high performance in quality, response time, and customer satisfaction.
• Managed multiple tasks while maintaining accuracy and professionalism.

Administrator - Star General Hospital

(2018-01 - 2021-01)

• Managed daily hospital operations and administrative functions efficiently.
• Supervised staff, schedules, attendance, and departmental coordination.
• Managed inventory, procurement, and stock control of medical supplies.
• Maintained operational records, reports, and compliance documentation.
• Coordinated with medical staff, patients, vendors, and management.
• Implemented policies and improved administrative processes.
• Monitored service quality and enhanced patient satisfaction.
• Supported financial administration and vendor management processes.

Matriculation - Sindh Board (2013-01 - 2013-01)

DAE Civil Engineering - Civil Engineering - Technical Board (2017-01 - 2017-01)

BS Data Science - Data Science - Allama Iqbal Open University