Mohammed Shahrukh

MOHAMMED SHAHRUKH-: - House # 275, Street # 2c, Ghauri Town, Phase 5, Islamabad https://linkedin.com/in/mohammed-shahrukh-116b02120 My professional career is backed up with significant achievements including successful completion of assigned projects, several compliments from “A” category clients along with establishing a quality assurance system for a call center. I have deep-rooted knowledge of Business Administration and a fine command on the English language. Qualification: Digital Product Management: Modern Fundamentals Darden School of Business, University of Virginia COURSERA MBA – Supply Chain Management Bahria University – Islamabad (2013 – 2017) BA – Economics University of Sindh – Hyderabad (2011 – 2012) A level – Economics Roots College International, DHA 1 Islamabad Examination Board: University of Cambridge, UK (2008 – 2009) O level – Business and Economics Army Public School, Cantonment, Hyderabad Roots College International, DHA 1 Islamabad Examination Board: University of Cambridge, UK (2006 – 2008) Skills: Webinar hosting Microsoft Office Communication and presentation Problem solving and decision making Good computer skills Content and academic writing Anger diffusion People management Emotional Intelligence Troubleshooting Olark Live chat and Salesforce CRM Work Experience: CUSTOMER SUCCESS MANAGER (Dec 2017 – Present) Responsibilities included but not limited to: Delivering targeted trainings to improve usage, health & upsell Maintain high levels of customer satisfaction and nurture client health Assist in troubleshooting and solving Support issues, when needed Handle large volume of email, chat, and phone conversations Improve NPS across the SMB category Improve Time to Value across the SMB category Improve ELD adoption % across the SMB category QA – CUSTOMER SUCCESS (June 2017 – Present) Responsibilities included but not limited to: Identification of operational deficiencies Impactful process audits Product documentation Process and system development Onboarding new team members Defining performance standards Ensuring great customer experience TECHNICAL SUPPORT/QAE – CUSTOMER SUCCESS (FEB 2017 – MAY 2017) Responsibilities included but not limited to: Technical support via phone, email, chat Navigational system training for customers Providing call, email and chat support to drivers and fleet managers in USA Preparing support documents including articles Evaluation of calls, emails and live chat Calibration sessions Mentoring sessions Performance tracking Statistical presentation of employee performance ACCOUNT MANAGER – MU/MACRA & MIPS (JUNE 2014 – JAN 2017) Responsibilities included but not limited to: Training immediate clients for MTBC products/US Government Programs Following up on the latest progress of the clients via phone/email/secure messages Hosting Webinars via GoToWebinar/meeting service ICD9 to ICD10 transition project Submitting Electronic Health Record Incentive program attestations Responding to daily questions/queries from client offices via phone/emails. Dr. First – EPCS Data Motion Services LogMeIn online training tool QUALITY IMPROVEMENT SPECIALIST (AUGUST 2013 – MARCH 2014) Responsibilities included but not limited to: Evaluation of sales calls and audits Conducting calibration session with respective teams Training different teams with ‘on the job’ training Sending out regular feedback Random call audits One-on-one quality assurance sessions Communicating with teams for any ambiguities QUALITY IMPROVEMENT SPECIALIST (JANUARY 2012 – FEBRUARY 2013) Responsibilities included but not limited to: Evaluation of sales calls and audits Conducting calibration session with respective teams Managing different teams with on-the-floor and real time training Sending out regular feedback to ensure high quality standards over the phone FREELANCER (SEPTEMBER 2010 – JANUARY 2012) Multiple Projects: Web Research Data Entry/Administrative Support Telemarketing Customer Support Achievements: Certification | Digital Product Management: Modern Fundamentals Conducted successful webinars Result driven on-the-floor trainings Great reputation as an employee Team of the month (Sept 2015) Seminar hosting in BAHRIA University Successfully established Quality Assurance System for a call center Successfully attested clients and enhanced company earnings Participations: Roots Olympiad, December 2008 – DHA 1, ISB TRG Learn Fest, December 2011 – Serena Hotel, ISB HRM Seminar – October 2015, BAHRIA University ISB Globalization Seminar – November 2015, BAHRIA University ISB Entrepreneurship Seminar – March 2016, BAHRIA University ISB Webinars Conducted: MACRA and MIPS | It is finally here ICD-10 Compliance – Achieving the desired level of coding specificity in your claims MACRA and MIPS – A Better Understanding Things You Need to Know About MACRA and MIPS EPCS Gold: Finally, You Can Toss Your Prescription Pad MTBC’s newly enhanced PHR Portal and Site Builder™ module WEB LINK: http://www.mtbc.com/resources/webinar CERTIFICATE LINK: https://www.coursera.org/account/accomplishments/certificate/N7QCJ5MKSKUA