zohaib alam

I am a Customer Success professional with three years supporting U.S. clients through voice-based technical and service interactions, known for building trust, reducing escalations, and improving satisfaction. I consistently act as a trusted advisor, delivering clear, actionable solutions and customer education that reduce repeat contacts.

In my most recent role supporting Samsung U.S. technical customers, I achieved NPS scores of 78–82% and 46%+ FCR while resolving 40–60 cases per shift, maintaining 100% documentation accuracy and meeting SLA targets. I coordinated cross-functionally with product liability, repair, and order management teams to fast-track escalations and improve resolution times.

Previously, I managed accounts receivable portfolios for major U.S. commercial health insurers, reducing average AR days by 90 and overturning 42% of denied claims through root-cause analysis and appeals, all while adhering to HIPAA. I bring strong analytical thinking, empathy, and an ability to thrive in fast-paced U.S. shift environments.