Working for progressive and leading health and IT company which is providing best health and IT solutions throughout the globe and specifically United States, as a Quality Assurance Expert and Relationship Manger, I have multiple skill sets that include stress management, retention, escalation, system analysis, quality assurance at all aspects including Email, chat, calls, product and training.
As a continuing student of International Relations which is really paying off and reflecting into my professional behavior and polishing my relationship management skills. Working for leading Health and IT Company where I encompass the dealings of Hospitals, Clinics, small and medium practices and taking adequate steps at quality aspects.
As a quality assurer, I manage the group of service executives / relationship managers and leading them to follow the Standard Operating Procedures which are basically designed and created by myself and added in the system as a major or Must Do job, within my tenure I helped the organization on complaint management and also worked with Software Engineers / Software Quality Assurance/ Support Engineers / Credentialing / New Account Setups / Finance / Architect / Production / Media, I interpreted all these mentioned departments and helped them understand and conveyed the right messages by clients to them, which automatically brought down complaints and increased the sales eventually.
Along with all above skills I am a trained professional who is not only a quick learner but also a good trainer. I have been conducting training sessions for Doctors / Health Professionals as well as I have trained Software Engineers new hires on product with complete demonstration and testing which helped them to understand the product well and also helped them to diagnose the issues right away. Apart from that I have trained more than 100 call agents on one of US security alarm system.
Currently working as QA Expert where I evaluate calls and emails and assure that quality services are provided, I monitor calls (incoming and outgoing) of 15 relationship managers and I also have authority to manage their monthly performance bonuses, based on my scoring and QA analysis all these managers are bound to follow my instructions related to communication and trainings that are provided through calls to new and existing clients. MTBC is American based medical transcription and billing company. As a client relationship manager my duties are to follow up with American clients (doctor's) accounts and rectification of their technical and billing issues through email, chat and inbound calls. Sorting out all billing concerns related to patients and insurance companies and also maintaining their health records in electronic health records portal designed by MTBC that include all variations for all types of users. Maintenance of Web EHR (Electronic Health Record) and PHR (Patient Health Record) to make sure that error free data is submitted and forwarded to all concerning departments. Along with that I also take care of all technical issues related to computer system by taking control of clients computer remotely and troubleshooting all their major technical problems that include installation of new applications/programs, making changes in our product according to client's requirement, troubleshooting client's operating system and helping them experience good smooth flow and usage of our product online without any glitches. I used to provide trainings and demos related to our products to new sign ups as well as existing clients which include doctors, office managers and nurse practitioners. Within 5 months of my joining I trained more than 100 clients and was also successful on transitioning them to our newly launched products.
Visa processing, documents submission including Passports, Education certificates, work experience letters, pictures and police verification letters. Evaluation and verification of all documents from local and national departments to make sure that information and documents provided by the candidates are legit.
Conducting short IQ tests. Short English writing tests.
General trade test training for particular jobs overseas and other physical tests that include weight lifting etc. Short presentations for job environment overseas and other information about the rules and regulations in hosted countries. Medical tests.
Maintenance of medical reports and collection of reports from affiliated medical labs. Maintenance of candidate’s files records in computer and remote servers and forwarding documents to embassies in order to start the visa process after complete evaluation.
Coordination with protectorate office of Pakistan for overseas Pakistani's life insurance
and protection of labor law.
Reservations of air tickets and grouping.
Facilitation of transportation from candidate's residence till the airport.
Further tasks are;
Reservation of five-star hotels and transportation for international delegations. Managing interviews venue and reservation of halls with all possible facilities for new candidates as well as delegation officers.
Maintenance of office files and records and salary disbursements, bonuses / incentives and attendance records of office staff.
HOB is a customer support and web solutions firm. Our expertise are sales, telemarketing, lead generation, web development / designing and customer support. HOB was also dealing with fresh data resources to provide quality conversions and to increase the growth of industry. Being a managing director my department was Operations and Relations. Along with that I was a Project Manager for five projects related to US Home security services, I was dealing with five Security companies directly with their team and was providing them leads and sales on daily basis as well as I was taking care of financial summary and whole project all alone. Throughout my tenure at HOB I provided with quality business and great increase in company revenue by implementing my own ideas that I learnt from my 8 years of Telecommunication experience. HOB is a leading company which has provided equal opportunities to all employees. We provided good opportunity to fresh graduates who wanted to make telemarketing and web development as their career and through our proper training and professional environment they learn at maximum and right now offering their best services at different organizations.
At PTCL, my responsibilities were to handle inbound calls, queries and concerns raised by clients and to escalate them to respective departments for fixation. My target was to provide quality customer support services, I was always patient with clients and I always listen to them calmly and carefully and by understanding their concerns I always provided them with definite and quick solutions. Apart from that I was also dealing with IT or technical department, where my responsibilities were to provide technical assistance over phone call, it was a tough deal when one can’t see what is happening in the other side, I was always focused to my job and responsibilities and that always made me successful in finding a good and rapid solution. Apart from all above my other tasks were to take care of official emails, internal and external, follow up on complaints and also sending promotional text messages and calls to clients.
Company was working on Diabetes program for United States, my duties were to call the senior citizens in United States and verifying the basic information related to their insurances and their diabetic supplies. Other verifications include their basic contact information, educating them about their primary insurances and to qualify them for free diabetic supplies that was covered by their insurances. Our main target insurances were state insurances including Medicare, Medicaid, Blue Cross Blue Shield and Obama insurance.
I was promoted to senior level just after first six months of my employment for the reason of providing quality and maximum leads, I was one of the top seller which payed off rightly after my good performance.
Looking after administrative works including appointment setting, general meetings, emails, telephone operator and maintenance of records. As a front desk officer other duties were to look after new projects related to architect, interior designing and construction works. All tasks regarding office time table, keeping the records of working staff, upcoming projects and reporting to Managers and also greeting the guests/clients. Keeping the office environment at best by interacting time to time with staff and keeping good behavior with co workers.