Sabahat Ahmad

Lead and coordinate high-value client support and consulting engagements, acting as the primary bridge between business goals and operational execution.

Design, implement, and continuously improve customer support workflows, driving efficiency and consistency across multi-channel communication.

Deliver tailored consulting and research-backed recommendations to optimize customer experience, retention, and satisfaction for B2B clients.

Develop and own content (service descriptions, SOPs, client-facing documentation) that aligns with brand voice and strategic positioning; ensured error-free delivery through rigorous proofreading and quality control.

Conduct deep-dive data analysis to identify friction points, turning insights into actionable process improvements and upsell opportunities.

Mentor and coach support associates/freelancers on communication standards, escalation handling, and client-centric thinking.

Own participants' communications, manage expectations, and ensure on-time delivery of value-added services.

Managed end-to-end B2B client support operations, elevating service quality for partner platforms via structured escalation processes and proactive communication.

Crafted, reviewed, and optimized high-stakes contractual and service documentation, ensuring clarity, compliance, and alignment with client SLAs.

Developed scalable support content including knowledge base articles, onboarding guides, and troubleshooting playbooks that reduced average handle time and improved first-contact resolution.

Liaised with product and engineering participants to funnel recurring customer pain points into roadmap / feature improvement discussions.

Oversaw the customer journey, identifying cross-sell and retention touchpoints; worked with sales/SDR functions to hand off warm leads from support interactions.

Trained new support hires on customer empathy, product knowledge, and use of internal CRM/workflow tools to maintain consistent quality.

Delivered premium outsourced customer support for Revolut’s international users, managing complex account issues including account takeovers and high-risk REMU cases.

Maintained composure and accuracy under pressure, resolving escalated cases while protecting customer data and minimizing fraud risk.

Applied compliance-aware troubleshooting protocols to ensure all interactions met internal controls and regulatory expectations.

Achieved consistently high customer satisfaction through clear communication, swift resolution, and proactive follow-ups.

Worked in a distributed, multi-time-zone environment; coordinated with cross-functional teams (risk, tech, compliance) to close loops on persistent issues.

Provided feedback into support knowledge base and process refinement based on recurring patterns and user pain points.

Led high-volume operational and sales execution overseeing monthly garment distribution of 25 million units; optimized supply chain interfaces to meet aggressive delivery cycles.

Directed on-site teams and processes, introducing performance tracking and standard operating procedures to elevate consistency and accountability.

Built internal communication and reporting dashboards to align procurement, production, and sales functions—improving time-to-market and reducing operational leakage.

Managed key participants relationships and ensured brand messaging coherence across internal and external touchpoints.

Directed multi-branch operations including Brandreth Road, DHA Packages Mall, and Samanabad; consistently met and exceeded trade targets across deposits, credit cards, auto loans, and personal loans.

Owned regulatory compliance and risk frameworks, ensuring adherence to SBP guidelines, FATCA requirements, AML-CFT protocols, and internal audit standards.

Streamlined account onboarding, rectifications, and daily branch workflows to improve customer throughput and satisfaction.

Championed deposit mobilization campaigns and product cross-sells by training frontline staff and aligning incentives, resulting in measurable revenue growth.

Implemented governance mechanisms to reduce exception rates and bolster internal control effectiveness.