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
