Mansab Ali

FinCrime Analyst

Revolut

Dec 2024 - Dec 2025 (1 year 1 month)

Managed multiple live chat cases simultaneously, supporting customers across the UK, USA, Europe, Australia, Singapore, Japan, and New Zealand with account restrictions, fund holds, crypto-related issues, and investigation updates. Processed manual fund withdrawals, subscription refunds, and compensation requests, ensuring accuracy, regulatory compliance, and adherence to internal financial controls. Escalated and tracked complex financial crime and risk cases through JIRA, coordinating investigation updates with internal teams to ensure timely and compliant resolution. Guided customers on CIFAS markers, fund release procedures, KYC requirements, and security policies, maintaining strong risk control, compliance standards, and customer trus

FinCrime Analyst

Mindbridge

Dec 2024 - Dec 2025 (1 year 1 month)

Payments Operations Executive

Taptap Send

Mar 2024 - Dec 2024 (10 months)

Supported customers across the USA, UK, Canada, Europe, and the UAE via WhatsApp, email, and calls for cross-border remittance and digital payment services. Handled transaction-related inquiries, including refunds, failed or delayed transfers, account reactivation, and sending limit issues, ensuring timely and accurate resolution. Guided users through KYC verification, Screening, SOW document checks, and account activation processes, maintaining compliance with regulatory and security requirements. Managed sensitive payment and compliance cases under pressure, ensuring secure onboarding, error-free transfers, and high customer trust.

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Mentor

Mindbridge Pvt Ltd Foodpanda

Mar 2023 - Feb 2024 (1 year)

Supported new hires through onboarding, nesting, and on-the-job training, ensuring smooth ramp-up and alignment with live chat support processes and quality standards. Guided agents on handling complex and escalated chat cases, focusing on accuracy, policy adherence, and consistent customer experience. Provided real-time performance support and coaching, helping team members meet productivity, quality, and service-level targets in a fast-paced environment.

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Live Chat Support Executive

Mindbridge Pvt Ltd Foodpanda

Nov 2022 - Feb 2024 (1 year 4 months)

Managed multiple simultaneous live chats with users across Singapore, Malaysia, and the Philippines, delivering real-time support in a fast-paced international environment. Handled end-to-end order and payment concerns, including late deliveries, delivered but not received cases, cancellations due to payment errors, refunds, and app/website troubleshooting. Resolved voucher, promo-code, subscription, and invoice queries, ensuring accurate case handling through CRM and order-tracking systems while maintaining high customer satisfaction. Coordinated closely with vendors, riders, and logistics teams to track orders, provide clear updates, and support post-delivery issue resolution through effective communication and empathy.

Data Entry Operator

Healthwire

Sep 2022 - Nov 2022 (3 months)

Entered, reviewed, and organized medical and pharmaceutical information, including indications, dosage, usage, and side effects, ensuring accuracy and consistency across the Healthwire platform. Maintained structured medical documentation and correct categorization of content to support user-friendly access and reliable healthcare information delivery. Performed quality checks and data validation to ensure clarity, compliance, and readiness of medical data — experience relevant to medical documentation, coding support, and billing-related workflows.

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Group Leader

Oladoc

May 2022 - Sep 2022 (5 months)

Prepared daily, weekly and monthly performance reports, monitoring conversion rates, booking accuracy, and overall quality metrics for assigned group members. Guided agents on handling non-linked doctor requests and coached them on effectively converting patients toward available partnered doctors, balancing patient needs with business objectives. Trained new joiners and supported team members on complex appointment and escalation cases, ensuring accurate bookings, compliance with healthcare processes, and smooth day-to-day operations through ongoing coaching and feedback. Collaborated with quality and operations teams to identify recurring process gaps and support continuous improvement in day-to-day appointment workflows.

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Patient Care Executive

Oladoc

Sep 2021 - May 2022 (9 months)

Handled high-volume inbound and outbound calls from across Pakistan, coordinating doctor appointments and diagnostic test bookings while verifying provider availability, eligibility, and required details prior to scheduling. Guided patients on doctor options, services, and consultation pathways, recommending suitable alternatives when preferred providers were unavailable, while ensuring accurate documentation and real-time coordination across healthcare operations. Conducted post-consultation follow-ups to confirm treatment needs, reschedule appointments, and support continuity of care through clear patient communication — experience directly transferable to medical billing, eligibility verification, and healthcare sales/support roles.

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Branch Operations Executive

Ufone PTML Contact Center

May 2021 - Aug 2021 (4 months)

Supported KFC branches across Central and North Pakistan by handling inbound and outbound internal calls, processing order cancellations, item unavailability updates, emergency branch closures (rain/strikes), and rider-related issues. Updated branch stock status and delivery availability on the KFC website, coordinating branch changes for orders falling outside delivery zones. Managed order modifications and escalations from branches, including address updates and rider-unreachable cases, ensuring accurate and timely workflow handling.

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Foodpanda Dispatcher

Ufone PTML Contact Center

Feb 2021 - May 2021 (4 months)

Assigned and routed escalated Foodpanda orders across Central and North Pakistan to relevant KFC branches by validating customer locations and delivery zones. Coordinated with branches via phone to reconfirm delivery coverage during zone changes, ensuring accurate order forwarding and minimal delays. Supported new joiners by handling unmapped cases, maintaining smooth order flow, and ensuring operational continuity.

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Order Operations Executive

Ufone PTML Contact Center

Sep 2020 - May 2021 (9 months)

Handled high-volume inbound customer calls across Central and North Pakistan to support KFC order placement, menu inquiries, promotions, branch timings, and delivery zone confirmations in a fast-paced environment. Assessed and validated customer requirements, explained available options and delivery timelines, and processed order updates, including address, payment, and item modifications with accuracy. Identified delivery-related issues, logged and escalated cases to logistics and operations teams, ensuring timely resolution and customer satisfaction.

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