Muhammad Samir Hanif

Contact House # 1180, Street # 1, G-9/2 Islamabad. Pakistan Post Code:- (Mobile)- www.linkedin.com/in/samir81 (LinkedIn) Top Skills Customer Service Customer Retention Sales Languages English (Full Professional) Spanish (Limited Working) Urdu (Native or Bilingual) Punijabi (Native or Bilingual) Honors-Awards Employee of the month Employee of the Month Muhammad Samir Hanif Top Management at US based Call Center Islamabad, Islāmābād, Pakistan Summary I am multi-skilled with over 20 years of experience in International and national organization working to provide services to the people. Worked and studied in California US for about 4 years. Worked in different BPOs_ different off-shore call centers and Multinational companies like OVEX. Worked in Wi-tribe Pakistan ltd. Also worked as client relationship manager at Medical Lien Management / Protégé Global (BPO). Also worked as a Senior Trainer and Demo Specialist at Comtron Corporation USA, which is US based state of the art software solutions company for Electronic Medical Records (EMR)/ Electronic Health Record (EHR) software company in Great Neck, NY USA and in Pakistan their Training and Technical Support departments are outsourced to a BPO named Paragon Marketing Inc. located in Islamabad. My expertise are in the following fields: Accounts. Project Management. Client Coordination/Services. Office Management. “Twelve Consecutive Years of client services and project management at international and national level.” SAP Corporate Communications Project Management Monitoring and Evaluation J.V./Strategic Alliance Team Leadership Project Planning/Implementation Experience Freelance Certified Amazon FBA seller October 2021 - Present (1 year 3 months) StarCable NewYork GM Callcenter StarCable December 2021 - December 2022 (1 year 1 month) United States Page 1 of 5 AKSA-SDS Operations Lead June 2020 - December 2021 (1 year 7 months) Working as Operations Lead (Technical Support ZONG Paymax) Self employed Online Trainer and Demo Specialist January 2014 - June 2020 (6 years 6 months) PARAGON MARKETING Inc. House# 2A, Street # 73, G-6/4, Islamabad •Giving Demo and to new and existing clients complete training (part 1 & 2) in US over internet. •Once the client is enrolled with Comtron then give them the full training and walk them through the medical billing software which is Citrix based, with the help of real time examples. •Maintaining good relations with existing potential clients and try to get new clients. Providing them the information about our services. •Taking care of their need and fulfill their all requirements regarding business. •Handling all incoming calls of existing clients and helping them to resolve their issue while they are on call. •Logging tickets if the issue belongs to other department and keep following up internal departments with in the organisation for the complete, proper and in time troubleshooting. •Following up with existing and potential clients for their feedback. •Performing successful downloading and installation of Citrix based medical billing software on existing and new client’s PC via TeamViewer. •Making interest of the Doctors of US who calls in for the first time to inquire about our billing and EMR (Electronic Medical Records) services up to that level where they get themselves enrolled with COMTRON CORP. and give them as much after sales services which exceeds their expectations of after sales support. Medical Lien Management, Inc. (MLM) / Protégé Global Client Coordinator / Client Relationship Manager (CRM) July 2012 - January 2014 (1 year 7 months) Protégé Global, Office # 2-B,Ground Floor,EvacueeTrustComplex,F-5/1, Islamabad. •Client Coordination with external (overseas) and internal (domestic) clients. •Interaction and fulfilling the needs of clients on daily basis. •Maintaining good relations with existing potential clients and try to get new clients. Providing them the information about our services. Page 2 of 5 •Taking care of their need and fulfill their all requirements regarding business. •Maintaining and preparation of monthly Settlement Analysis report with daily quality reports. (Provided by quality department on daily basis) •Supervising Internal Audit and making sure that all queries from Audit department and client’s end are addressed in timely manner. •Working as an active member of Special Task Team (created by the core managers) who works for urgent & important tasks assigned by top management. •Keeping all the confidential records i.e., SOPs & JDs etc. of all other departments. •Directly reporting and working with COO of the company e.g. scheduling of meetings with clients etc. •Gathering daily, weekly & monthly reports from different departments and provide them to COO in time. •Also helping training manager to train new employees. a) Call Handling Skills (tips & tricks) with 7C’s of basic communication. b) Professional Email composing etc. •Provide them complete product knowledge of Medical Lien Management software • Making sure about proper implementation of the rules and policies Of the Company. wi-tribe Pakistan. Customer Care Executive & Team Coordinator (North) April 2010 - July 2011 (1 year 4 months) I-10 Contact Center & NOC, Islamabad, Pakistan •Supervising a team of 10 agents. •Responsible for individual performance and making their evaluation report on quarterly basis. •Handling inbound calls to the call center and also Telemarketing •Attending incoming queries from customers and give them first call resolution. “FCR” •Ensuring smooth and correct call flow of information to subscribers and within organization •Follow up on complaints of customers •Provide user support to all customers Also worked in following Departments as Team Coordinator •General Information •SAVD (activation) •Retention, Billing L1 Page 3 of 5 •Technical L1 Ovex Technologies / En Pointe Technologies Sales Inc Sr. Business Development Exec. / Government inside Account Manager July 2005 - April 2010 (4 years 10 months) Evacuee Trust Complex, F-5/1, Sir Agha Khan Road, Islamabad, •Seek out opportunities for business development •On job training on SAP for Sales & Distribution Module •Process the sales order in system “SAP software”(Sales & Distribution Module). •Working with U.S state and local and federal clients in order to earn their business. •Working with contractual customers in order to fulfill their needs. •Working with leading manufacturers of computer hardware and software in order to receive special prices for the Government end users. •Respond to Govt. State and local bids and contracts. •Processing purchase orders. •Confirmation of delivery status. •Support to end user and Assisting customers find the best possible solutions for their I.T needs. Call Central Customer Support Representative February 2005 - August 2005 (7 months) Evacuee Trust Complex, 3rd Floor, F-5/1, Sir Agha Khan Road, Islamabad •Telemarketing •Handling inbound calls to the call center •Attending incoming queries from customers •Ensuring smooth and correct flow of information to subscribers and within organization •Follow up on complaints of customers •Provide user support to all customers Mrs. Fields Cookies (Franchise) USA Franchise Manager April 2002 - April 2004 (2 years 1 month) Mrs.FieldsCookies,Westside Pavilion,10800W.Pico Blvd.,Los Angeles, CA 90064 •Monitoring sales fo food items. •Marketing. •Clientele dealing. Page 4 of 5 •Tele Marketing Jaipur Cuisine of India (Restaurant) California USA Manager September 2001 - June 2002 (10 months) •Monitoring sales •Quality assurance of the cuisines to meet the standards of food standards of California quality laws •Marketing Education Santa Monica College Associate of Arts - AA, International Business · (August 2001 - April 2004) PIMSAT (Preston Institute of Management Science and Technology) Master's Degree, M. Sc International Relations · (2011 - 2013) Allama Iqbal Open University, Islamabad, Pakistan Bachelor's Degree, Mass Education, Public Relations, Marketing, Advertising, Journalism · (2006 - 2008) TDCP (ITHM) Tourism Development Corporation of Punjab Institute of Tourism & Hotel Management 1-year diploma, Diploma in Tourism & Hotel Management, Majors are Hospitality Studies and Travel & Tourism · (2006 - 2007) Page 5 of 5