Aqeel Ahmed | Freelancer Resume

AQEEL AHMED House # 280/7-a-1, Street# 28, Kamalabad Rawalpindi- Email:- Objectives A reliable, conscientious individual with an excellent interpersonal and communication skills and a proven track record of achieving targets and goals. I am an enthusiastic and confident team player who is looking for a challenging career with a company that has a long term vision. Experience Manager Customer Support Zemcar Inc. Sep 2015Nov 2018  Accomplishes customer service human resource objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, communicating job expectations.       Planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures. Achieves customer service objectives by contributing customer service information and recommendations to strategic plans and reviews. Meets customer service financial objectives by forecasting requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions. Determines customer service requirements by maintaining contact with customers; visiting operational environments; conducting surveys; forming focus groups; benchmarking best practices; analyzing information and applications. Improves customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes. Maximizes customer operational performance by providing help desk resources and technical advice. Sr. Quality Assurance Analyst Sequel Systems Jan 2015- April 2015  Review product design documentation to ensure that requirements stated are correct, unambiguous, and verifiable.  Consult with product development to evaluate system interfaces, operational requirements, and performance requirements of overall system.    Define test methods and create test plans for new or updated software projects to determine if the software will perform accurately and reliably according to documented requirements as well as established standards under both normal and abnormal conditions. Recommend design improvements or corrections to engineers throughout the development process. Maintain effective communication with the project software engineers on project limitation, capability, performance requirement and hardware interface changes.         Execute test plans and create test reports to describe program evaluation, testing, and correction. Monitor program performance after implementation to prevent re-occurrence of program operating problems and ensure efficiency of operation. Manager Client Relations Sequel Systems Jan 2013- Jan 2015 Guide and lead team members to deliver products/services that meet or exceed the customer requirements. Train new resources to ensure quality and consistency of service to customers. Schedule and conduct status meetings with appropriate development resources and customers. Creating and designing technical and functional specifications for the system to meet the business requirement and recommend changes to improve the system for smooth work flow. Handling all the complaints immediately and ensure that both company and customer are getting their fair value. Ensure outstanding customer satisfaction by maintaining strong working relationships. Identifying the system related errors and try to resolve them by keeping other teams and departments in process. Sr. Team Leader-EDI &VAS 2012     MTBC Jan 2009 to Dec Researching and implementing the ongoing changing in the health care industry regarding EDI (Electronic Data Interchange) process. Managing and streamlining the New Account Setup Department - all activities related to new client setups. Directly responsible for the testing and implementation of industry wide policy change related to Electronic Data Interchange services to ensure company’s timely compliance with the new standards and protocols and at the same time making sure that client’s cash flows and eventually company profits remained unaffected. Vendor communication channels - being in direct contact with different vendors and trading partners.  Implementing, analyzing and Improving KPI indicators that directly lead to increase in revenue and better client satisfaction.  Managing and monitoring various Value Added Services offered by the company to clients.  Suggesting improvement areas to increase the success rate of the Value Added Services and devising marketing plans to promote these services.  To manage activities including planning, organizing and scheduling the various promises and tasks regarding the IT projects. Floor Supervisor MTBC April 2008 to Dec. 2008  Responsible for the design, implementation and management of client programs per client specifications and requirements to ensure client goals are met.  Manage and coordinate all activities and communication internally and externally.  Responsible for managing assigned support staff.  Design and analyze reports per program specifications in order to track trends and make strategic recommendations to Director of Client Services.  Act as primary client contact and professionally handle all client requests. Customer Services Representative March 2008 MTBC Jan 2006 to  To call different insurance companies and get the current status of bills.  Interacting daily by phone and email with customers to perform technical support and troubleshooting on MTBC products and services.  Using superior technical knowledge and problem-solving skills to determine and address technical issues.  Conducting product demonstrations in person, over the phone and online.  Generating clear and well-documented problem tickets for analysis by quality assurance and development team members. Certifications Scrum Master 2016 Scrum Product Owner 2016 International Scrum Institute™ - September- International Scrum Institute™ - September- Key Skills Teambuilding & Supervision Internal Auditor Staff Development & Training Relationship Building Data Analysis Policies & Procedures Manuals Achievements and Awards   I was selected an employee of the month for April 2010. (MTBC) I was selected best trainee by BTC and BACCT for year 2006. Time Management Leadership Skills Goal Oriented Education and Training Courses Allama Iqbal Open University Master in Business Administration 2015 (Banking and Finance) Islamabad College of Management and Commerce B.Com- Bachelor in Commerce - Government College of Commerce Diploma in Business Administration Qasim Hall School System SSC-Secondary School Certificate- Science group 2001