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Shahid Mahmood has extensive experience in customer experience management and process optimization, holding various roles at Jazz since October 2005, including Manager of CX-Business Process Management and Customer Experience Management Expert, where responsibilities involved digitalization and automation of processes and predictive analytics. Previous positions at Jazz include Standardization & Process Expert, Quality Assurance Supervisor, Quality Assurance Analyst, Contact Center Team Leader, and Contact Center Representative. Prior to Jazz, Shahid managed export operations at ARE from November 2000 to September 2005. Shahid holds a Master’s Degree in Political Science and Government from the University of the Punjab, completed between 2011 and 2013.