Muhammad Usman Saleem

M.USMAN SALEEM S/O M.SALEEMAli H# CA 222-A, Mohallah Chistiabad, Pindora, Saidpur Road, Rawalpindi Cell : - Email: Google Hangout ID: --D.O.B: - Professional Summary Results oriented, dependable professional experience in customer service and sales. Excels in fast paced environments as well as in supervising and motivating staff to increase productivity and company profitability. Works well independently and as a part of team. Committed to excellence. Proven capacity to troubleshoot issues and to resolve issues quickly. Concrete in making time table to reach service quotas. Maintains a high level of professionalism, patience, and efficiency to minimize customer dissatisfaction and increase customer loyalty. Experiences Customer Service Renewal Representative October 2016 to October 2017 At Embarcadero Technologies This position was focused on customer retention and customer service, as it relates to selling the value of renewing support agreements for software products. Experience in upselling higher level support offerings and cross-selling activities were few things that we used to do on daily basis. I was also taking care of few other responsibilities as below:  Ensuring for achieving monthly/quarterly revenue targets through accurate forecasting and sales skills.  Renew maintenance agreements directly with the end user or through collaboration with channel partners, as necessary. Set strategy and tactical approach for maximizing bookings for their specified territory (90% industry average).  Maintain and update customer information in Salesforce. Establish and maintain relationships with end users and channel partners.  Work collaboratively with all internal business units to ensure that effective, consistent communication is maintained and company goals are understood and met. Accounts Receivable December 2015 to October 2016 At Right Medical Billing LLC Working for a Doctor’s office (Emergency room) and used to take care of following responsibilities: • Prepare patients’ billing statements and ensure that they are sent to them in a timely manner • Review patients’ billing statements to ensure accuracy of information • Assist in evaluating patients’ financial status and devise payment plans • Follow up on delinquent accounts and ensure payments where possible • Perform collection actions by calling patients • Submit claims and resubmit denied claims • Ensure processing of payments from insurance companies • Prepare daily deposit activities • Maintain payment status and billing records • Perform data entry activities • Prepare reports and perform analysis of billing documents • Document transactions appropriately • Track and resolve billing discrepancies • Activate and deactivate patients’ accounts upon request • Work with healthcare providers, patients and insurance companies to ensure timely payment of bills • Verify patients’ insurance coverage • Perform appeals on denied claims • Manage accounts receivable reports • Answer questions and resolve problems regarding medical billing activities • Use a variety of medical billing software to post charges • Oversee and audit billing systems and activities to ensure accuracy • Ensure that medical billing clerks are performing accurate data entry services • Verify billing information posted • Train medical billing clerks in performing data entry duties. NEGOTIATION OFFICER July 2015 to December 2015 At Medical Lien Management JOB DESCRIPTION:  To make International outbound calls to insurance companies for discussing, negotiating and resolving medical claims on behalf of Medical Service Providers (Hospitals, Doctors, and Clinics).  On behalf of Medical Service providers, the portfolio of medical bills/claims is to be negotiated and collected from the insurance companies using B2B outbound calls, Emails, Faxes and other tools if needed.  Maintaining and updating each file in the assigned portfolio with the latest events/actions pertaining to the case. INTERNATIONAL SALES EXECUTIVE June 2014 to May 2015 At AXACT JOB DESCRIPTION:  upheld the responsibility of executing sales and support activities of all Business units  Directly interacted with customers using different communication mediums using phone, email and live chat.  Worked on 24/7 Inbound and Outbound Sales and Support calls, emails and live chat. TEAM LEAD August 2011 to May 2014 At IZ Telecom PVT Ltd. PROJECTS:  Personal Injury Claims (PI) U.K  Personal Injury Claims (PI) Australia  Pension Reviews U.K  Payment Protection Insurance Claims (PPI) U.K  Solar Panel U.S.A JOB DESCRIPTION:  Worked very closely with team members to solve customer problems. Also needs to understand agent's problems and weaknesses and address these.  Offered solutions and suggestions for process and product improvement to management.  Required making decisions on any matters relating to improving revenue generation & customer satisfaction with regards insofar as it affects call handling and call center processes.  Possessed certain additional supervisory level authority for reversal of charges.  Responsible for making decisions on training requirement for team members and adjusting targets to suit the needs of the business. Managed the day–to-day planning, operation and problem-solving of a team of agents to meet with the required service level components, standards and sales targets,  Developed the team to ensure delivery of a consistently superior customer experience by highly knowledgeable and customer-focused agents and acted as the communication conduit between Front liners and Management.  Offered creative solutions. Sale closing, transfers, delivery of team sales, service level components, quality and productivity targets & indicators.  Operational Management: Managed the floor, adherence to schedule. Ownership and problem resolution.  Call monitoring, coaching and feedback, responsibility for delivery of the defined customer experience in every call.  Training and development of staff.  Motivation, leadership for a team of 15 and developing future leaders.  Recommendations for product and process development based on customer feedback and analysis of the same.  Conducted performance appraisal for the team. Contributed for the initial hiring and selecting process of the front line.  Compiled reports on team’s performance and customer feedback.  Communication and being a focal point of dissemination of information from management to team and vice versa. CSR December 2010 to August 2011 At IZ Telecom PVT Ltd. PROJECT:  Personal Injury Claims (PI) U.K JOB DESCRIPTION:  Provided telephone customer related services  Made a Target for speedy and Quality sales  Provided excellent customer services  Provided excellent Pre and Post Sale Services to customers.  Attended Trainings and seminars to improve one’s capabilities.  Provided quality Call Transfers. Academics Bachelors In Social Sciences (BSS) Feb 2013- June 2017 At Bahria University, Islamabad, Pakistan I recently completed my Honorable Bachelor’s Degree and majors were Mass Communication with 75% score. F.Sc Pre Engineering (High School) - From Indus Group Of Colleges, Satellite Town, Rawalpindi. Matriculation (School Level 1-10 years education) - From Sideeq Public School, Rawalpindi. Skills MS Office Level: Expert Almost 7 years of experience, currently used MS Word Level: Expert Almost 7 years of experience, currently used MS PowerPoint Almost 7 years of experience, currently used Level: Expert MS Excel Level: Expert Almost 7 years of experience, currently used Short Courses  Intro to Computers  Spoken English  Call Center Workshops Languages English Level: Expert Urdu Level: Expert Punjabi Level: Advanced