SM Shamim

Handle at-risk US client accounts by reviewing feedback and escalations, building recovery plans, coaching staff, and running audits. Resolved 30 critical client escalations within a 5-day sprint and track cases to closure using ClickUp and Retool.

Trained staff to become certified 'doctor-ready' scribes, onboarding and certifying 300+ staff with a 93% success rate. Built training materials and delivered group and 1:1 coaching sessions.

Led a client turnaround for a high-value US account at risk of cancellation, winning a 5-year contract extension. Earned 8 doctor-approved certifications across multiple medical specialties.

Worked remotely with US physicians to produce 100+ accurate patient notes per week in full HIPAA compliance. Streamlined documentation, saving physicians 2–3 hours daily.

Handled 30–60 customer calls and emails daily, processed purchase orders, and reported on orders. Fed customer feedback to operations to improve satisfaction.

Recruited, trained, and managed a sales team of 15+ agents calling about US federal government grants. Improved agent engagement and delivered project milestones on time.

Completed A and O Levels with a focus on Biology and Chemistry at the British Council Bangladesh from 2010 to 2014.