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Work Background
EdgeExecutive Client Relations
Aug. 2024Islamabad, Islāmābād, Pakistan
EdgeSenior Associate Client Relations
Aug. 2023 - Aug. 2024Islamabad, Islāmābād, Pakistan
Milwaukee Eye Care AssociatesPatient Account Coordinator
Feb. 2023Milwaukee, Wisconsin, United States
EdgeAssociate Client Relations
Dec. 2022 - Aug. 2023Islamabad, Islāmābād, Pakistan
MedWell MdProject Manager
Feb. 2022 - Dec. 2022Bedford, Texas, United StatesWas responsible for leading and overseeing projects that a medical billing organization is pursuing to improve operations. Was responsible for planning and developing project ideas towards growth. Was responsible for coordinating and directing all project team members. Monitored progress and implemented deadlines. Solved issues that arise towards the progress. Allocated budgets for the departments associated with the project. Ensured stakeholder satisfaction. Evaluated and reported project performance. Resolved issues in the operations and implemented policies that enhanced client satisfaction and fostered positive relationships with stakeholders.
Avicenna CareFront Office Executive
May. 2018 - Feb. 2022New York, United StatesResolved inbound inquiries by calls and emails of in office staff (medical assistants, doctors), patients, insurances and patient's other doctor offices. Maintained and actively resolved work flow of two PCP Offices in New York, a Psychiatrist office in Texas and a Muslim community centre in New Jersey. Assisted office manager with panel management tasks like patients insurance’s recertification dates, panel addition and deletion, facility payments separation on monthly basis. Reported of factors effecting Dr Office’s productivity and efficiency. Trained and provided assistance to other customer support representatives assigned with the duties of the said facilities. Created and regularly updated training manual. Also attained knowledge of basic billing, mapping, client communication and accounts receivable. Verified eligibilities of patients scheduled with the both PCP Offices (group facilities having multiple doctors). Resolved inbound calls like refills, appointments scheduling, office related information request, prior authorizations, referrals and complaints. Sent referrals to referred to facilities electronically. Allocated tasks to prior authorization team, referrals team, fax monitoring team, medical records team and call centre team. Assisted in office medical assistants and front desk personnel with their day to day tasks. Implemented doctor’s schedules. Maintained detailed logs of all inbound and outbound calls.
UberSenior Corporate Trainer
Jul. 2017 - Feb. 2018Lahore, Punjab, PakistanBecame responsible for training newly promoted trainers. Was responsible for their overall performance and adherence to quality standards. Took charge of the training session whenever Jr trainers requested or when I felt like they needed a break. Was responsible for the overall performance of the batch being trained under Jr trainers.
UberCorporate Trainer
Jan. 2017 - Jun. 2017Lahore, Punjab, PakistanTrained batches of trainees to become Uber’s CSRs for a month each for Pakistan Riders and Sub Saharan Africa Riders. Enhanced quality and performance of each trainee. Maintained self-quality and performance above 90%. Trained around 15 batches of altogether 500+ trainees. Took responsibility of each trainee’s performance and quality for work along with professional grooming. Made sure that every trainee is confident to perform well and be a part of the production at the end of training. Took part in updating the curriculum and assessments along with delivering the most up to date knowledge as per the policies updated weekly. Was responsible for each trainee’s credentials, hands on system usage, handling of
system software and compliance to the privacy, security and legal guidelines set by
Uber.
DGSSales Executive
Sep. 2016 - Dec. 2016Lahore, PakistanMade sales of internet, tv, phone and home security system on inbound sale and customer service calls. Was able to upsell to existing customers. Maintained 10% sale/call conversation. Adhered to quality protocols to meet complete customer satisfaction. Have received no verbal corrective action or written corrective action in the entire working period. Have also adhered to rotating shifts; day, evening and nights.
UberEmail Support Executive
Jan. 2016 - Jan. 2017Lahore, Punjab, PakistanTook responsibility and maintained own quality and performance above 90% in the Pakistan Riders side of the project. Successfully solved 60+ cases on daily basis. Kept myself up to date on policies being updated on daily basis and providing resolutions accordingly. Maintained self-adherence over 95%. Kept log of own performance and quantity of cases solved each day. Did overtime when applicable.
Toronto Airport LimoLimo Dispatcher
Jan. 2015 - Aug. 2016Mississauga, Ontario, CanadaDealt with company driver's queries and assisted them from start to resolution. Investigated customer complaints in detail and produced final response letters to customers where applicable. Made sure existing clients have the best of our services along with catering to new clients. Trained newly recruited staff to work on Limo Dispatch services project. Calculated driver’s remuneration on all types of working environments on daily basis. Was responsible for maintaining a friendly environment within the company so employees could maximise their outcome. Adhered to internal procedures and maintained high quality whilst dealing with trainee and customer complaints. Adhered to the set targets for the resolution of all inbound inquiries via calls, emails and messages. Made sure all drivers are highly motivated and are successfully attaining their daily targets. Analysed the data to identify error patterns and suggested appropriate actions to rectify the errors and prevented future errors of similar type. Performed audit checks on daily basis for quality control.
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