Open to opportunities

Muhammad Rehman

@muhammadrehman1

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Results-driven Customer Success and Account Management professional.

Pakistan

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What I'm looking for

I am seeking a remote role that fosters growth, collaboration, and innovation.

I am a results-driven Customer Success and Account Management professional with over 8 years of experience in the US healthcare sector. My expertise lies in provider onboarding, revenue cycle management (RCM), and client relationship management. I have a proven track record of leading remote teams, enhancing client satisfaction, and driving revenue growth. My proficiency in tools like Salesforce, Zendesk, and JIRA, combined with my commitment to HIPAA compliance, positions me as a valuable asset in any organization.

Throughout my career, I have spearheaded initiatives that have significantly improved operational efficiency and client retention. For instance, at PayActiv-SDS IT, I automated key processes that reduced onboarding time by 30%. In my previous role at MTBC Pvt (Ltd.), I managed a $5M+ revenue portfolio and implemented strategic upsell campaigns that increased revenue while ensuring high client satisfaction. My ability to analyze trends and implement improvements has consistently led to enhanced service delivery and client loyalty.

Experience

Work history, roles, and key accomplishments

Assistant Manager, Customer Success & Account Management

MTBC Pvt (Ltd.)

Oct 2020 - Dec 2023 (3 years 2 months)

Led contact center operations, managing a $5M+ revenue portfolio. Improved patient support lines and established SOPs to enhance team efficiency, resulting in a 15% increase in client retention and satisfaction.

Customer Success Account Management Revenue Management Team Leadership SOP Development

Onboarding & Activations Specialist

PayActiv-SDS IT

Dec 2023 - Oct 2023 (-1 years 10 months)

Spearheaded client onboarding for Earned Wage Access programs, automating processes to reduce onboarding time by 30%. Conducted training and developed custom roadmaps for clients, resolving complex technical issues to enhance efficiency.

Onboarding Process Automation Technical Support Training Development

Team Lead, Customer Support & Technical Support

MTBC Pvt (Ltd.)

Jun 2019 - Oct 2020 (1 year 4 months)

Led a technical support team, managing healthcare billing and IT-related issues. Developed training sessions and ensured SLA compliance, enhancing client satisfaction and operational efficiency.

Technical Support Healthcare Billing Training Development SLA Team Management

Quality Assurance Expert

MTBC Pvt (Ltd.)

Jan 2019 - Jun 2019 (5 months)

Evaluated customer interactions for quality compliance, created training modules, and implemented monitoring tools to enhance agent performance and process improvements.

Quality Assurance Training Development Performance Monitoring Process Improvement Compliance

Client Service Executive

MTBC Pvt (Ltd.)

May 2018 - Jan 2019 (8 months)

Managed calls related to medical billing and insurance claims, ensuring HIPAA compliance and resolving discrepancies efficiently while providing real-time support to healthcare providers.

Medical Billing Claims HIPAA

Team Lead, Marketing & Sales

Arrow Digital Pvt Ltd.

Oct 2016 - Apr 2018 (1 year 6 months)

Managed client relationships and designed engagement strategies that boosted conversion rates by 20%. Developed sales training modules to enhance team effectiveness.

Client Relationship Management Marketing Strategy Sales Training Team Leadership

Customer Sales Representative

Touchstone

Sep 2015 - Jun 2016 (9 months)

Engaged with customers to promote products and services, enhancing sales through effective communication and relationship building.

Sales Customer Engagement Communication Skills Relationship Building

Marketing Intern

REDCO

Jun 2015 - Aug 2015 (2 months)

Assisted in marketing campaigns and conducted market research to support the marketing team in strategic planning and execution.

Market Research Marketing Campaigns Strategic Planning Data Analysis

Education

Degrees, certifications, and relevant coursework

Bahria University

Bachelor of Business Administration (Hons), Business Administration

2012 - 2016

Grade: First Division

Completed a Bachelor of Business Administration (Hons) with a focus on business management principles, strategic planning, and organizational behavior. Achieved First Division, demonstrating strong academic performance and understanding of business concepts.