Aleesha H. Email & Phone Number

Lahore, Punjab, Pakistan

As a Client Success Manager, my key accomplishments and job role include:- Secured over 160 accounts in long-term renewals (upfront payments for 1-5 years) for WhenToWork within my first two quarters, significantly contributing to revenue stability.- Consistently maintained a Gross Retention Rate (GRR) of 98% and a Net Retention Rate (NRR) of 103.5% in Q3, outperforming the team average of 87%.- Managing a diverse portfolio of mid-market to enterprise clients across the U.S., driving sustained account growth and client satisfaction.- Collaborating cross-departmentally with support and finance teams to facilitate renewals, strengthen client relationships, and align our SaaS solutions with clients' strategic business goals.- Developing and executing churn-risk mitigation strategies, identifying at-risk accounts and implementing tailored retention plans, resulting in the successful retention of over 200 accounts in two quarters.- Acting as a liaison between clients and technical support teams, efficiently escalating and tracking resolutions for technical issues to ensure a seamless client experience.

Lahore, Punjab, Pakistan

Managed customer communications to resolve account issues and payment inquiries, achieving a 98% collection rate and maintaining 110% KPI throughout my tenure.Supported billing resolution by handling payment declines and assisting with account reconciliations using Salesforce and Zuora.Analyzed account histories, including invoices, payments, and chargebacks, ensuring record accuracy and successfully collecting over $75,000 in March.Followed SOPs, reviewed collections processes, and recommended improvements to enhance efficiency.Ensured accurate month-end cut-offs, contributing to a timely and accurate financial close.Collaborated with Sales, Customer Success, and Fulfillment teams to uphold data quality and drive rapid issue resolution.

Lahore, Punjab, Pakistan

Contacted patients with outstanding medical bills through multiple channels, addressing inquiries with accuracy and professionalism to ensure timely resolution.Coordinated with insurance providers to verify billing accuracy, resolve claims issues, and optimize reimbursement outcomes.Ensured compliance with legal and regulatory standards, including FDCPA, HIPAA, and state/federal regulations, safeguarding patient privacy and confidentiality.Recovered debts related to accidental injuries by reviewing lien agreements, collaborating with attorneys, and negotiating medical liens for fair provider compensation.Analyzed account data to identify trends and enhance collection strategies, improving collection effectiveness and operational efficiency.Kept up-to-date with evolving medical debt collection regulations, policies, and industry best practices.Delivered empathetic and effective customer service through active listening and problem-solving skills, maintaining positive patient relations and satisfaction.

Lahore, Punjab, Pakistan

My responsibilities encompass building trust with debtors, resolving disputes, conducting skip tracing for locating consumer contacts, creating customized repayment schedules, and identifying delinquent customer accounts for timely notification and payment encouragement.

Lahore, Punjab, Pakistan

During my tenure as an HR intern, my responsibilities include providing support in recruitment activities, assisting with employee onboarding and offboarding processes, ensuring accurate maintenance of employee records, and organizing impactful training and development programs.