All together I have total experience of more then 20 years since 2001 till 2021 (to date). Worked and studied in California US for about 4 years. I've been working in Pakistan since 2004 in different BPOs_ different off-shore call centers and Multinational companies like OVEX . Work in Wi_tribe Pakistan ltd. Also worked as client relationship manager at Medical Lien Management / Protege Global (BPO) since July 2012 till January 2014,my responsibilities were 1. Managing a team of 12 client coordinators. 2.Maintaining good and healthy relations with existing clients and fulfill their basic needs in timely manner in order to sustain current clients. 3.Also for more business in future from same and new clients by providing extra ordinary services and going out of the box to fulfill their needs. Also worked as a Senior Trainer and Demo Specialist at Comtron Corporation USA, which is US based state of the art software solutions company for Electronic Medical Records (EMR)/ Electronic Health Record (EHR) software company in Great Neck, NY USA and in Pakistan their Training and Technical Support departments are outsourced to a BPO named Paragon Marketing Inc. located in Islamabad, worked as Demo Specialist and being a trainer and demo specialist I give demos to new clients which includes the flow of billing software that how it works and make them understand about the different features of the software and basically let them know that how these different features of the software works more efficiently and quickly. In addition to this it also includes in my duty to take inbound calls of existing and new clients, helping them out with their issues and queries on line and also log tickets by gathering necessary information from clients for the concerned department.
Working as Operations Lead on PayMax CMPAK. Managing team of seven technical support engineers on 24/7 PayMax CMPAK project for L1, L2 & L3 technical support.Creation and update Job Description (JDs) and SOPs documents as per ISO standards.CRM management.oAssigning tickets for troubleshooting as per agreed SLA.oCreation and deletion of usersoMonitoring and evaluationBeing front face of AKSA at CMPAK I am taking care of all operational matters which includes.oInternal and external communication.oInternal team meetingsoExternal sessions conduction.Activities oDeployment activities on production environment.oDR drill activitiesoUAT/UET activitiesoSPB audit before pilot and commercial launch.Managing NMS Network Monitoring SystemoELK KibanaoNagiosTraining and Development of new resources as per training module developed for the department.Roster creation and management.Monitoring, Evaluation and Reporting to higher management.
Working with Brand Sync (Real Estate marketing and advertising group) on project SkyparkOne at Gulberg Greens Islamabad.
My job description is to welcome clients, provide detailed overview of past and present projects, detailed presentation of 1 & 2 bed model apartments in English and urdu according to the client, make calls to potential clients who visited the site office. Also working as sales manager at Blue World City at chkri road Islamabad and Rawalpindi
Margalla Hills International is a construction company. I'm working here as Sr. Site supervisor.
Major duties includes preparing of report about work is done by different contractors on daily basis, deploying company's labor to different task, checking the quality & quantity of work done by all contractors and supervise them how the task will be done in time efficient and cost effective way.
Work from home
•Taking care of company’s and client’s accounts. •Giving Demo to new and existing clients in US over web based tele-conferencing software. For example WebEx, GoToMeeting, TeamViewer etc.
•Once the client is enrolled with COMTRON CORP. then give them the full training of the medical billing software with the help of real time examples and show them that “how it is co=related with EMR/EHR system.
•Maintaining good relations with existing potential clients and try to get new clients on board by providing them the information about our services.
•Taking care of their need and fulfill their all requirements regarding business.
•Handling all incoming calls of existing clients and help them to resolve their issue on the spot while they are on call.
•Logging tickets if the issue belongs to other department by gathering necessary information of their problem so that concerned department won’t face any problem in resolving their issue..
•Following up with existing and potential clients for their feedback and also making sure that everything is working fine and up to the standards.
•Performing successful downloading and installation of Citrix based medical billing software on existing and new client’s PC via TeamViewer. •Making interest of the Doctors of US who calls in for the first time to inquire about our billing and EMR (Electronic medical Records) services up to that level where they feel themselves comfortable and get enrolled with COMTRON CORP. and give them as much after sales services which exceeds their expectations of after sales support.
Other Duties: Working closely with the customer support training manager in order to train the new and existing customer support representatives with the product knowledge and different skills to handle and entertain customers and clients to provide the best and fastest resolution to their problem.
•Keeping all the confidential records i.e., SOPs & JDs etc. of all other departments along with keeping all the financial documents up to date for Audit purpose. •Client Coordination with external (overseas) and internal (domestic) clients.
•Interaction and fulfilling the needs of clients on daily basis.
•Maintaining good relations with existing potential clients and try to get new clients. Providing them the information about our services.
•Taking care of their need and fulfill their all requirements regarding business.
•Maintaining and preparation of monthly Settlement Analysis report with daily quality reports. (Provided by quality department on daily basis)
•Supervising Internal Audit and making sure that all queries from Audit department and client’s end are addressed in timely manner.
•Working as an active member of Special Task Team (created by the core managers) who works for urgent & important tasks assigned by top management.
•Directly reporting and working with COO of the company e.g. scheduling of meetings with clients etc.
•Gathering daily, weekly & monthly reports from different departments and provide them to COO in time.
•Also helping training manager to train new employees. a) Call Handling Skills (tips & tricks) with 7C’s of basic communication. b) Professional Email composing etc.
•Provide them complete product knowledge of Medical Lien Management software • Making sure about proper implementation of the rules and policies of the Company.
•Supervising a team of 10 agents.
•Responsible for individual performance and making their evaluation report on quarterly basis.
•Handling inbound calls to the call center and also Telemarketing •Attending incoming queries from customers and give them first call resolution. “FCR” •Ensuring smooth and correct call flow of information to subscribers and within organization •Follow up on complaints of customers •Provide user support to all customers
Also worked in following Departments as Team Coordinator
•Retention, Billing L1
•Seek out opportunities for business development
•On job training on SAP for Sales & Distribution Module
•Process the sales order in system “SAP software” (Sales & Distribution Module).
•Working with U.S state and local and federal clients in order to earn their business. •Working with contractual customers in order to fulfill their needs. •Working with leading manufacturers of computer hardware and software in order to receive special prices for the Government end users. •Respond to Govt. State and local bids and contracts. •Processing purchase orders. •Confirmation of delivery status. •Support to end user and Assisting customers find the best possible solutions for their I.T needs.