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Work Background
Total Image GroupIT Support Officer
May. 2024 - Jun. 2025Sydney, New South Wales, AustraliaTotal Image Group is an Australian-based company specializing in designing and supplying custom uniforms and branded apparel for businesses across various industries, including corporate, retail, hospitality, healthcare, and education. My responsibilities there included: - Acted as the Zendesk CRM administrator during the implementation phase, assisting with initial setup, ongoing configuration, and creation of reporting templates to support the Customer Service team’s operational efficiency.
- Supported day-to-day customer service operations, managing support tickets, maintaining KPIs, and ensuring prompt resolution of client inquiries.
- Collaborated with the Web Administrator to manage backend updates of the eCommerce store, particularly in onboarding new clients and updating product catalogs.
- Performed regular data entry and maintenance within the ERP system (JIM), ensuring accurate and up-to-date operational records.
- Worked closely with the Operations Manager to develop reports and assist with sales forecasting tasks, contributing to informed business decisions.
- Adapted to evolving operational needs by providing administrative and technical support across departments as required.
i-Call InternationalMedical Interpreter
Apr. 2024Dhaka, Bangladesh- Provide professional Bengali consecutive interpretation services via Over-the-Phone
Interpretation (OPI) and Video Remote Interpretation (VRI) across healthcare settings.
- Serve as an active interpreter on the GLOBO language services platform, demonstrating
proficiency in platform navigation and client communication workflows.
- Successfully completed a two-week interpreter training program and passed GLOBO’s
interpretation exam on the first attempt.
- Deliver accurate and culturally sensitive interpretation for clients, including the Centers Plan for
Healthy Living, Molina Healthcare, Jefferson Health, and many others.
- Maintain strict adherence to HIPAA policies and regulations, ensuring confidentiality and
Privacy in all client interactions is in line with industry best practices.
AMN HealthcareCredentialing Analyst
Feb. 2023 - Jan. 2024AMN Healthcare is America's largest travel nursing staffing agency. My role as a Credentialing Analyst with AMN Healthcare involves:- · Communicating with the clients from the USA over the phone and through email to accomplish daily tasks. · Verifying nursing licenses, certificates, and other critical documents submitted by health care professionals with the data platform system. Checking if there are any required documents missing or not. If there is anything missing, the Credentialing Analyst needs to make a call over the phone or send an email to the client. · Checking Healthcare Provider documents and updating his/her recent status for those docs contacting all internal stakeholders via the data platform system, email, phone, etc. · Contacting (Over the phone/through email) healthcare providers on a priority basis to encourage them to submit their all documents on time and monitoring progress so that they can meet the assignment start date on time. · Communicating with 3rd party vendors to determine appropriate dates, times, and locations for HP candidates to complete necessary compliance steps including drug screens, background checks, immunizations, etc. · Reviewing all incoming new client contracts or contract revisions for credentialing requirements, for assigned facilities in order to identify unique requirements. · Negotiating with client facilities to reconsider unusual or uncustomary requirements by emphasizing the value and experience of the Quality Services Department with client facilities in order to minimize disruption of placements and optimize fill rate.
Augmedix BangladeshSenior Medical Documentation Specialist
Mar. 2019 - Sep. 2022Dhaka, BangladeshAs a Virtual Medical Scribe at Augmedix, I played a pivotal role in supporting physicians
across various medical specialties, including Dermatology, Primary Care, Podiatry, and
Oncology. My responsibilities included:
1. Physician Support: Collaborated closely with physicians, including Dr. Christie Carroll, Dr.
Michael McWilliams, Dr. Kelly Lawler, and Dr. Gregory Masters, to document patient
encounters in real-time and ensure accurate medical records.
2. Specialty Training: Received specialized training in Pediatrics, Obstetrics & Gynaecology,
and other medical disciplines to effectively assist physicians in diverse clinical settings.
3. Electronic Health Records (EHR) Management: Proficiently utilized a range of EHR systems
such as Cerner, Epic, NextGen, Athena, and iknowmed Version 2 to record patient
information, manage medical histories, and streamline documentation processes.
4. Training and Development: Completed a comprehensive 6-month training program
encompassing English language proficiency, typing skills, and medical terminology to
excel as a Medical Scribe. Advanced from a Junior Scribe to a Senior Medical Scribe
within two years, demonstrating proficiency and leadership capabilities.
5. Communication and Collaboration: Facilitated effective communication between
physicians and patients, ensuring clarity and accuracy in medical documentation.
Spearheaded scribe services for Christiana Health, collaborating with the Head of
Oncology, Dr. Gregory Masters, to optimize documentation practices and enhance patient
care.
6. Language Proficiency: Maintained a C2 level of English proficiency and achieved an
average typing speed of 60 to 70 words per minute, contributing to efficient and accurate
documentation processes.
Imprint Dhaka LimitedCustomer Support Executive
Feb. 2018 - Jan. 2019Dhaka, BangladeshSpeaking on the phone with the clients (inbound only) where we will be expected to answer general questions, troubleshoot order issues, and place inbound sales orders. Handling U.S. based customer service related inquiries through written communication, where we will have to respond to customer support tickets, questions and help customers solve problems via Email and Online Chat.
Field NationTech Support Coordinator
May. 2016 - Oct. 2017- Recruiting Field Technicians all over USA & Canada for various work orders from clients.
- Responding to clients' request real-time.
- Responding to clients' and Technicians' queries through email.
-Following up with Technicians regarding completion of work orders and submission of documents regarding work orders for payments.
- Reminding Field Technicians of their respective work orders and providing them with the necessary details.
foodpanda | hellofoodCustomer Care Executive
Sep. 2014 - Feb. 2016- First point of contact for customers.
- Posses the ability to work in a very fast paced environment.
- Be able to process customer orders via inbound and outbound phone calls using a CMS.
- Maintain liaison with vendors and stakeholders.
- Be able to inform customers of deals and promotions.
- Make contributions to team effort by accomplishing related results as needed.
- To utilize computer technology in order to handle high call volumes
- Be able to maintain company standards to ensure a high quality service for every call
- Co-operate with the customer service manager to ensure that a proper customer service is being delivered.
- Posses the ability to resolve service related problems by clarifying the customer`s complaint; determining the cause of the problem; following up to ensure resolution.
- Recommending potential services to management by analyzing customer needs via a feedback process.
Tech Cloud LimitedGlobal Marketing Manager
Mar. 2014 - Jun. 20141.The generation and development of qualified leads for the sales team.
2.Make phone calls to the prospects.
3.Primarily handling clients, coordinating with emails and keeping updates on personal follow up list for future FOLLOW UP.
4.Generate sales opportunity for Global Marketing in different segmented area in international market.
5.Working with the prospect database to develop prospects into qualified leads, coordinating with global marketing tools - LinkedIn, Inside-view, Manta, BusinessWeek.com, other source and online databases.
6.Developing and maintaining the required knowledge of the company and its services to identify customer need, to maximize the opportunity by co-ordinating with the team leader before going any further.
7.Accurately recording new information (company, contacts, and job titles) into the New Lead – (follow-up) database; continuously validating all data, including current contacts and associated details such as email addresses, within the database providing the input of updates as required.
8..Maintaining Daily Report, Weekly Report and Follow-Up (New Leads list).
9.Send Daily report to Team Leader every day.
10.Work under target as per the company policy.
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