Immad A. Email & Phone Number

Ontario, Canada

Salt Lake City, Utah, United States

Conducting thorough Quality Assurance evaluations to ensure service excellence and adherence to established standards.Engaging in regular one-on-one sessions with team members to provide feedback, address concerns, and foster professional growth.Offering targeted coaching sessions to enhance team members' adherence to core values and sharpen their negotiation skills.Leveraging Zendesk to streamline workflow management, ensuring efficient and organized customer service operations.Playing a pivotal role in training new hires on standard operating procedures (SOPs) to maintain consistency and high performance across the team.Taking an active part in the recruitment process by interviewing potential candidates to build a skilled and cohesive customer service team.

Remote

Managed and resolved high-priority claims within a 48-72 hr timeframe.Oversaw accounts for 100,000+ contractors, ensuring seamless collaboration and timely payments via Stripe.Contributed to efficient categorization and prioritization of support tickets for streamlined issue resolution.Key role in implementing ZenDesk messaging, reducing first response time by over 80%.Developed and implemented first response templates for enhanced response efficiency.Facilitated onboarding and training for 20+ new hires, ensuring smooth integration.Provided support during the company's rebranding initiative for a cohesive transition.Proactively participated in the hiring process, scheduling and conducting interviews for new team members.

Trained new hires on SOPs for both US and Pakistan teams.Managed live chats, customer claims, and order delays via Zendesk, averaging over 100 interactions daily.Initiated follow-ups on negative reviews, actively contributed to NPS scores, and identified SOPs for chat workflow streamlining.Played a key role in managing contractor accounts, participated in new business acquisition through sales calls.

Managed incoming emails and live chats from customers. Set up a technical troubleshoot process to ensure correct cases were escalated to engineering. Effectively addressed and resolved order delays, contributing to a 15-20% reduction in overall delays.Handled customer claims, ensuring timely resolutions and maintaining a high satisfaction rate.

Spearheaded onboarding and training initiatives for physicians and nurse practitioners at 'Leadership Health, USA,' ensuring seamless integration and optimizing workflow efficiency. Collaborated cross-functionally to develop patient retention strategies, resulting in a 10% enhancement in overall satisfaction and loyalty within the medical group.Played a pivotal role in assisting healthcare professionals with FAQs, providing timely and accurate support, contributing to a 20% reduction in query resolution time.Conducted engaging Zoom training sessions, contributing to a 15% increase in EHR system proficiency.Developed and implemented innovative hiring process strategies, streamlining recruitment procedures for a 25% increase in efficiency and effectiveness.Conducted comprehensive interviews for Physicians (M.D/D.O) and Nurse Practitioners across the USA, ensuring a rigorous selection process and attracting top-tier talent.Spearheaded training and onboarding processes, fostering a positive environment for seamless integration into the medical team.Successfully built and led a high-performing team of 15 professionals, ensuring alignment with organizational goals throughout the recruitment process.Orchestrated the registration of medical practices across 20 states, collaborating with legal departments and ensuring compliance with regulatory requirements.Pioneered the implementation of new HR strategies tailored for remote hiring, enhancing adaptability to a virtual environment in recruitment processes.

San Francisco, California, United States

Maintaining high levels of customer satisfaction and nurturing client healthOwning a book of business within existing customers for expansion and renewalsPreparing and educating customers on new features and product releasesPresenting data-driven Executive Business Reviews to customers over online meeting softwareIdentifying and coordinating communications between customers and appropriate internal resourcesWorked on Salesforce, Salesloft, OKTA, Confluence and JIRA

Worked with the software and hardware team by escalating Tickets on Jira for sorting out bugs and ambiguities using Looker/ Redash queriesWorked on multiple products (ELD devices, Asset Trackers, Mobile Application) Handled processing Returns for the equipment as wellWorked extensively on SalesForce, Confluence, JIRA, A T & T web portal, G- Suite

San Francisco, California, United States

Worked as a CSR, handled live inbound calls pertaining to a range of issues from customers to US DOT officers. Helped in setting up compliance department and chat team. Also, took care of live chats and emails. Worked on Helpshift, Olark, Salesforce, Ring DNA, Genesys Cloud

Islamabad, Islāmābād, Pakistan

Organized a team of 20+ individuals from various universities, helped create awareness programs for multiple local charities. Created performance tracker Google sheets, official documentation

Islāmābād, Pakistan

- Helped fill out grant applications. - Assisted in strategizing business goals. - Helped initiate and spearhead Ambassador program.

Lahore, Punjab, Pakistan

Helped create interactive designs with the Design Team and Social Media TeamAssisted with creating an average skill based cost method for segmented products

Rawalpindi, Punjab, Pakistan

Managed staff of 5-8 teachers. Taught as private tutor to middle school and high school students. Conducted spoken English classes. Acted as liaison officer at parent teacher meetings and helped schedule them. Managed payroll and books.