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Fiverr Pro
English
$
USD
Umar Farid
@uumarfarid
Customer Support That Delivers
Pakistan
English, Urdu, Punjabi
About me
I have over four years of experience in customer support, working with international customers across chat, email, and phone. Over time, I’ve developed strong problem-solving skills through handling high-volume support, resolving complex customer issues, and finding practical solutions when the usual approach doesn’t work.
I’m detail-oriented, adaptable, and always focused on understanding the real problem and finding an efficient way to solve it while keeping the customer experience at the center.
Skills
Umar Farid
Offline •
See my services
Customer Support
I will manage customer messaging and email support
Work experience
Customer Support Speacilist
Hejaz • Freelance
Aug 2026 - Present • 2 mos
Currently handling email support for Wahda, a newly launched project under Hejaz. Responsible for delivering timely and professional customer support, resolving queries, and ensuring a smooth customer experience during the project's early launch phase.
Customer Support Representative
Mindbridge • Full-time
Nov 2022 - Aug 2026 • 3 yrs 9 mos
Worked accross different projects/LOBs such as UberCourier, Revolut, UberIRT Served as the primary escalation point for complex customer disputes involving orders, refunds, and delivery issues via email and Jira. Achieved a 90% resolution rate without escalating to senior management. Also trained and onboarded new agents on workflows and escalation policies. Delivered real-time chat and email support for a high-volume fintech platform, resolving account, transaction, and KYC-related queries within strict SLA timeframes. Tracked performance metrics using Google Sheets and ensured all interactions complied with AML and data privacy regulations. Worked within the Financial Crime (FinCrime) division, handling compliance-sensitive customer cases related to fraud, AML, and suspicious activity. Conducted real-time chat support for flagged accounts, reviewed transaction patterns, and escalated high-risk cases through proper compliance channels.
Sales Representative
Private • Full-time
May 2023 - Oct 2023 • 5 mos
Worked as a salesman in a retail footwear store, assisting customers with product selection, processing transactions, and managing product displays. Developed strong customer handling, communication, and upselling skills through daily face-to-face interactions.
