Waqar Ali

Waqar Ali Customer/Client Service Specialist Lahore 52254-- I am a seasoned Customer Service Professional with more than Seven years of diverse experience spanning multiple industries, including Communication, Insurance, Logistics, E-Commerce, and Healthcare. With the privilege of working in multicultural environments in Asia, Middle East and the United States, I have cultivated and refined my communication and interpersonal skills to an exceptional level. Additionally, I have proactively pursued specialized training courses to enhance my expertise in the customer service field continually. I am presently searching for a challenging and rewarding position where I can apply my skill set to make a meaningful contribution to the organization's overall success. Why Me? You should consider hiring me for several compelling reasons: Expertise and Experience: I bring a wealth of expertise and experience to the table. With a background in a variety of industries and more than seven years of experience, I have honed my skills to deliver tangible results. Adaptability: My multicultural experiences in Asia, the Middle East, and the United States have equipped me with exceptional adaptability and the ability to relate to people from diverse backgrounds. This adaptability is essential in today's globalized business environment. Continuous Learning: I am dedicated to professional growth. I actively seek specialized training and education to stay at the forefront of industry best practices, ensuring I can contribute innovative solutions to your team. Dedication to Excellence: My primary focus is on customer satisfaction. I go above and beyond to understand and meet customer needs, consistently exceeding their expectations. I am committed to delivering service that aligns with your organization's commitment to excellence. Value-Driven Contribution: I am not just seeking a job; I am looking for an opportunity to make a meaningful contribution to your organization's success. My experience, skills, and dedication make me an asset to any team, and I'm eager to help your organization thrive. CRM Mastery: I have an extensive background in CRM systems, with in-depth knowledge and handson experience in a range of platforms, including Salesforce, Bitrix, HubSpot, and others. This expertise enables me to leverage these tools effectively to streamline customer interactions and enhance organizational efficiency. Work Experience Customer/Client Service Specialist XyberMed - New York, NY January 2022 to Present • Adaptability: Thriving in dynamic and fast-paced environments, I excel at proficiently managing various customer service channels, including phone, email, chat, and social media. I consistently deliver highquality service regardless of the communication medium. • Customer Relationship Management (CRM): Proficient in Bitrix and Salesforce, I specialize in CRM implementation, customization, data management, integration, user training, reports, dashboard creation, and ensuring user adoption. My expertise enables businesses to optimize their customer relationships and streamline processes effectively. • Team Collaboration: I firmly believe in the power of teamwork and have a proven track record of successful collaboration with cross-functional teams. I actively contribute insights, facilitate issue resolution, and participate in enhancing overall service processes. • Exceptional Client Services: Prioritizing the delivery of top-notch client services, I am committed to ensuring customer satisfaction as a core objective. • Patient Appointment Handling: Proficient in managing patient appointments, I ensure smooth scheduling and coordination, contributing to a seamless patient experience. • Efficiently Managing High Call Volumes: I excel at efficiently managing a high volume of inbound calls, ensuring that each customer receives timely and effective assistance. • Exemplary Telephone Etiquette: My professionalism extends to exemplary telephone etiquette and communication skills, ensuring positive interactions with customers. • Effective Collection Request Handling: I possess the adept handling of various collection requests, including STATs, Routine Orders, Standing Orders, Home Draws, and Redraws/Incidents, contributing to efficient operations. • Excellent Complaint Resolution: My skills include the effective handling of customer complaints, turning negative experiences into opportunities for customer satisfaction. • Efficient Phlebotomist Assignment and Tracking: I ensure seamless coordination between client services, facilities, and patients by efficiently assigning and tracking phlebotomists. • Familiarity with Laboratory Portals: I am well-versed in several laboratory portals, including those associated with United Diagnostic Laboratories, American Esoteric Laboratory, Three Rivers Diagnostics, Quest Labs, Sonic Laboratories, Sunrise Medical Laboratories, MDTLA Molecular Diagnostic Laboratories, Ecco Laboratories, Fast Lab, and Atvivo Lab. • Active Listening and Proficient Verbal and Written Communication: I possess exceptional active listening skills, which enable me to understand and address customer needs effectively. My verbal and written communication skills are proficient, ensuring clear and concise communication with both customers and colleagues. Business Development Consultant XyberMed Corporation - Remote Job - New York, NY July 2023 to October 2023 • Professionally playing a crucial role in expanding the customer base and driving revenue growth for a company This role involves utilizing various strategies, tools, and techniques to identify and engage with potential clients and decision-makers within target companies. • Professionally conducting effective outreach campaigns. This includes sending emails, making cold calls, and using the InMails feature on LinkedIn to reach out to potential clients. By crafting compelling messages and emphasizing the value proposition of the company's products or services, aim to generate interest and initiate conversations with prospects. • To identify potential clients and relevant higher-management individuals, leverage various tools and platforms. Which provides advanced search capabilities based on specific criteria such as industry, company size, or job title. Extracting valuable insights and prioritizing leads that are more likely to result in successful conversions • By analyzing publicly available data, social media profiles, and other relevant sources, they can understand the organizational structure, key decision-makers, and the company's pain points. Armed with this information, business development professionals can tailor their approach and effectively communicate the company's value proposition, ultimately leading to more impactful and successful outcomes. • Excel in utilizing various channels, tools, and strategies to identify, engage with, and convert potential clients. By leveraging technologies such as email, cold calling, InMails on LinkedIn, and AI-driven tools, they can maximize outreach efforts, identify key stakeholders, and generate significant business opportunities for the company they represent. Assistant Manager Customer Services Paramount Group - Remote Job - New York, NY March 2021 to January 2022 • Responding to Inquiries: Assist customers by responding to their questions, concerns, and requests via various communication channels such as phone, email, chat, or social media. • Problem Resolution: Investigate and resolve customer issues, complaints, or technical problems efficiently and in a timely manner. • Technical Support: Provide technical assistance and guidance to customers who encounter productrelated issues, troubleshooting problems, and, if necessary, escalating them to higher-level support. • Customer Education: Educate customers on how to use products effectively, offering tips, guidance, and resources to enhance their experience. • Order Processing: Assist with order placements, tracking, and processing returns or exchanges, ensuring accuracy and adherence to company policies. • Documentation: Maintain detailed records of customer interactions and inquiries, as well as documenting solutions, troubleshooting steps, and other relevant information. • Follow-Up: Proactively follow up with customers to ensure their issues have been satisfactorily resolved and inquire about their overall satisfaction with the service provided. • Feedback Collection: Gather and relay customer feedback to the appropriate departments to help improve products, services, and processes. • Cross-selling and upselling: identify opportunities to recommend additional products or services to customers based on their needs and preferences. • Team Collaboration: Collaborate with colleagues, including other customer support team members, supervisors, and cross-functional teams, to resolve complex issues and improve overall customer service. • Quality Assurance: Participate in quality assurance programs and training to maintain and improve service quality. • Time Management: Prioritize and manage multiple customer interactions efficiently, ensuring that all inquiries are addressed promptly and accurately. Senior Supervisor Customer Experience noon.com - Riyadh November 2018 to January 2021 • Team Leadership: Supervising and leading a team of customer service representatives or agents. This includes hiring, training, and coaching team members to ensure they provide excellent customer service. • Process Improvement: Identifying opportunities for process improvement within the customer service department. This might involve streamlining procedures, implementing new technologies, or revising policies to enhance the customer experience. • Customer Feedback: Gathering and analyzing customer feedback, whether it's through surveys, reviews, or direct communication, to identify areas where the organization can improve its products or services. • Performance Metrics: Monitoring and tracking key performance metrics related to customer service, such as response times, resolution rates, and customer satisfaction scores. Taking action to address any performance issues. • Quality Assurance: Implementing quality assurance programs to ensure that customer interactions meet established standards for professionalism, accuracy, and customer satisfaction. • Escalation Handling: Managing escalated customer issues or complaints that cannot be resolved by front-line customer service representatives. Ensuring these issues are resolved promptly and to the customer's satisfaction. • Training and Development: Providing ongoing training and development opportunities for customer service staff to enhance their skills and knowledge. • Reporting: Preparing and delivering regular reports to senior management on the state of customer experience, including trends, challenges, and opportunities for improvement. • Cross-Functional Collaboration: Collaborating with other departments, such as marketing, sales, and product development, to ensure a cohesive and consistent customer experience across all touchpoints. • Strategy Development: Contributing to the development of the company's customer experience strategy and helping to implement initiatives that align with that strategy. • Customer Advocacy: Promoting a customer-centric culture within the organization and advocating for the needs and preferences of customers in decision-making processes. Senior Medical Claims Auditor,Processor & Adjuster GlobeMed Group - Riyadh August 2012 to May 2016 Claims Auditing: Review and Verification: Examine medical insurance claims for accuracy and completeness, ensuring that all required documentation and information are present. Coding Accuracy: Verify that medical procedures, diagnoses, and services are correctly coded in accordance with industry standards (e.g., ICD-10, CPT, HCPCS). Policy Compliance: Ensure that claims adhere to the terms and conditions outlined in the insurance policies, including coverage limits and exclusions. Regulatory Compliance: Stay updated on state and federal healthcare regulations (such as HIPAA) and ensure that claims processing complies with these regulations. Fraud etection: Detect and investigate any signs of fraudulent claims by analyzing claim data for inconsistencies or irregularities. Claims Processing: Claims Adjudication: Process medical insurance claims by determining eligibility, coverage, and the amount payable, while considering policy terms, provider contracts, and medical necessity. Payment Calculation: Calculate claim payments accurately, taking into account deductibles, co-pays, and coordination of benefits (COB) if applicable. Claims Resolution: Address claim-related inquiries and issues from policyholders, providers, or other stakeholders, providing clear and timely responses. Adjustment and Reconciliation: Claim Adjustments: Make necessary claim adjustments, corrections, or resubmissions when errors or discrepancies are identified. Payment Reconciliation: Reconcile payments made to healthcare providers, ensuring accuracy and adherence to contractual agreements. Quality Assurance: Quality Control: Implement and maintain quality control procedures to ensure that claims processing meets accuracy and compliance standards. Process Improvement: Identify areas for process improvement, propose solutions, and participate in the development of more efficient claims processing workflows. Medical Insurance Underwriter Tawuniya - Riyadh April 2010 to November 2011 Risk Assessment: Assess the risk associated with potential policyholders by reviewing their medical history, current health status, lifestyle factors, and any pre-existing conditions. This involves analyzing medical records and reports provided by applicants. Policy Evaluation: Evaluate insurance applications to determine if they meet the eligibility criteria and underwriting guidelines set by the insurance company. Assess factors such as age, medical history, and coverage requested. Pricing: Determine the premium rates for medical insurance policies based on the assessed risk. This involves calculating the likelihood of the insured party making a claim and setting the appropriate premium level to cover potential costs. Policy Approval or Rejection: Decide whether to approve or reject insurance applications based on the risk assessment. If an application is rejected, provide a clear explanation of the reasons to the applicant. Policy Modification: In some cases, underwriters may approve policies with certain exclusions or limitations, such as excluding coverage for pre-existing conditions or specific treatments. Risk Mitigation: Develop strategies to mitigate the risk associated with insuring certain individuals or groups. This may involve recommending policy modifications, such as higher deductibles, co-pays, or waiting periods. Compliance: Ensure that the underwriting process complies with industry regulations and the company's policies and procedures. Stay updated on healthcare regulations that may affect underwriting practices. Data Analysis: Analyze data and trends in healthcare and insurance to make informed underwriting decisions and adjust pricing strategies as needed. Customer Service: Provide excellent customer service by addressing applicant inquiries and concerns related to underwriting decisions. Policy Maint & Claims Processing Executive Gulf Union Insurance Company & Risk Management - Riyadh September 2008 to January 2010 Policy Maintenance Responsibilities: Policy Updates: Process policy changes requested by policyholders, such as adding or removing coverage, changing beneficiaries, or updating contact information. Policy Renewals: Manage policy renewals by assessing policyholder information and ensuring timely renewal notices are sent to policyholders. Policy Cancellations: Process policy cancellations as requested by policyholders or due to non-payment of premiums, ensuring compliance with regulatory requirements. Endorsements: Review and process policy endorsements, which are modifications to the insurance policy, to accommodate changes in coverage or policy terms. Policy Documentation: Maintain accurate and up-to-date policy records, including policy contracts, endorsements, and any other relevant documentation. Policyholder Communication: Communicate with policyholders regarding policy changes, updates, and billing inquiries, providing excellent customer service. Claims Processing Responsibilities: Claims Intake: Receive and document insurance claims submitted by policyholders or beneficiaries, including all relevant details and supporting documentation. Claim Evaluation: Assess the validity of insurance claims by reviewing policy terms, coverage limits, and the circumstances of the claim. Claims Investigation: Conduct investigations, as needed, to determine the cause and extent of losses covered by the policy. Denial or Adjustment: If necessary, deny or adjust claims that do not meet policy criteria and communicate the reasons for denial to the claimant. Fraud Detection: Be vigilant for potential fraudulent claims and report suspicious activities to the appropriate authorities. Customer Support: Provide support and guidance to claimants and policyholders throughout the claims process, demonstrating empathy and professionalism. Education Master's degree in Economics California State University-Northridge - Los Angeles, CA March 2016 to September 2020 Bachelor of Arts in Arts University of Punjab - Lahore June 2009 to March 2011 Skills • Customer service (6 years) • CRM Software : Bitrix, SalesForce & Zendesk (3 years) • Underwriting (4 years) • QA/QC • ICD-10 • CPT Coding • Customer Relationship Management • Product Development • Phone etiquette (6 years) • Business Development • Revenue cycle management (4 years) • Active Listening (6 years) • Trouble Shooting & Problem Solving (6 years) • Call center management (6 years) • Customer relationship management (6 years) • Customer segmentation (6 years) • Communication skills (6 years) • Healthcare management (6 years) • Data Analysis • Medical Coding • Team Work (8 years) • Multi-tasking Executed , Organized, Marvelously Oriented (9 years) • Leadership (6 years) • Writing Communication (6 years) Languages • • • • • • • • English - Fluent Arabic - Fluent Urdu - Fluent Punjabi - Fluent Hindi - Fluent Tagalog - Beginner Bengali - Beginner Pashto - Intermediate Links https://www.linkedin.com/in/waqar-a-8a614424/? profileId=ACoAAAUA7_4BG1IpxBq1WXTk21XrXwu2seF_kBw Awards Employee Of The Hub October 2020 Employee Of the Month April 2023 Certifications and Licenses Customer Service LeaderShip September 2023 to Present Customer Service Leadership has a direct impact on customer satisfaction, loyalty, and retention. By leading and inspiring their teams, these leaders contribute to enhanced customer experiences, improved brand reputation, and increased revenue through customer referrals and repeat business. The Data Science of Healthcare, Medicine, and Public Health September 2023 to Present The data science of healthcare, medicine, and public health is a rapidly evolving field that leverages data-driven approaches to address critical challenges, improve patient outcomes, and enhance the overall healthcare ecosystem. Project Management: Healthcare Projects October 2023 to Present Project management in healthcare projects is vital for the successful execution of various healthcare initiatives. These projects encompass a wide range of activities, including constructing healthcare facilities, implementing healthcare information systems, conducting clinical trials, enhancing patient care processes, and more. Effective project management in healthcare projects requires careful planning, clear objectives, and meticulous attention to detail. Customer Service: Problem Solving & Trouble Shooting September 2023 to Present Customer service is a critical component of any business, as it directly impacts customer satisfaction and loyalty. Among the many facets of customer service, problem-solving and troubleshooting stand out as key skills that customer service representatives must possess. In this article, we will explore the importance of problem-solving and troubleshooting in customer service and how these skills can benefit both businesses and customers. Customer Experience Leadership September 2023 to Present Customer Experience Leadership is a critical role within organizations that focuses on enhancing and managing the overall experience of customers throughout their interactions with a company or brand. This leadership position plays a pivotal role in shaping a company's reputation, customer loyalty, and long-term success. Providing Legendary Customer Service September 2023 to Present At its core, Legendary Customer Service is about exceeding customer expectations in extraordinary ways. It's not just about solving problems or providing assistance; it's about making customers feel valued, heard, and appreciated. It's about turning ordinary interactions into memorable moments that customers will remember and share with others. Active Listening September 2023 to Present Customer Service: Serving Internal Customers September 2023 to Present Internal customer service refers to the provision of support, resources, and assistance to individuals or departments within an organization, akin to external customers. In this context, employees and various departments rely on each other's services, cooperation, and information to perform their roles effectively. The principles that guide this approach are just as crucial as those in external customer service. Master Course Of Project Management 2.0 October 2023 to Present The course aims to teach the students how to manage complex, high risk and innovative projects in various industries. The course cover: Understanding the Project Management, Stages, and Purpose How to analyze the steps of project selection and project planning with criteria Understanding the Principles of Budgeting, Controlling and Monitoring How to Impart the Major steps to analyze the key areas of Project risk management Understanding the Project Audit process and quality management Additional Information I wanted to share a little more about my background and the values that drive me both personally and professionally. Throughout my career, I have been deeply committed to my work, often going above and beyond, including working weekends and pushing my limits to excel in every aspect of my professional life. My career has taken me across the Middle East and even to remote jobs in the United States, where I continued to demonstrate my dedication and commitment to excellence. However, I recently made the decision to relocate to Pakistan to be with my retired parents. Their well-being and happiness are of utmost importance to me, and I have chosen to prioritize their needs and provide them with the support and care they deserve during this phase of their lives. I believe that my commitment to excellence and the values I hold, including family, will continue to drive my performance and contributions to any organization I am a part of. I am eager to leverage my skills and experiences to make a positive impact in my work while ensuring that my family remains a priority.