Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Atir Ali Butt

Senior Billing Manager
Islamabad

Summary

With over a decade of experience in the domain of Customer Services and Technical support as well as expertise in billing operations and business operations management, I have honed my skills in ensuring customer satisfaction and efficient subscription management. My recent roles have involved overseeing the entire billing cycle, developing efficient processes, monitoring financial metrics, and resolving discrepancies. I excel in managing SaaS-based billing platforms, maintaining accurate financial records, and collaborating with cross-functional teams to prioritize customer needs. My track record includes working closely with Collections Agencies to manage outstanding balances and delinquent accounts. Notably, my commitment to excellent customer service is reflected in my exceptional individual CSAT score of 98%.

Billing management professional with strong expertise in financial oversight, invoicing, and accounts receivable processes. Known for fostering team collaboration and driving results, ensuring seamless operations and client satisfaction. Adept at adapting to evolving needs and establishing efficient workflows through leadership, analytical skills, and attention to detail. Highly reliable, with focus on precision and efficiency in managing billing cycles.

Overview

13
13
years of professional experience
4
4
years of post-secondary education
2
2
Certifications

Work History

Senior Billing Manager

LoadStop, Inc
08.2023 - Current
  • Establish and maintain strong client relationships by providing exceptional service and ensuring billing accuracy
  • Stay current with industry regulations and ensure compliance with all billing and financial reporting requirements
  • Performance and financial KPIs
  • Managing and maintaining active accounts subscriptions and making sure the contracts are renewed timely
  • Manage customer accounts on the billing platform, including adding new customers, overseeing subscription management, processing new and edited transactions, applying credit memos and issuing refunds according to SOPs
  • Identify and implement process improvements to enhance billing efficiency, reduce errors, and accelerate revenue collection
  • Work with cross-functional teams to integrate billing solutions and systems
  • Collaborate closely with the Collections Agency to effectively manage accounts receivables and payables, ensuring timely and accurate financial transactions
  • Proficiently handle the preparation and submission of responses to chargebacks, with a commitment to achieving successful outcomes in accordance with agreed-upon terms with clients
  • Serve as the primary point of contact (POC) for the comprehensive oversight and management of the billing platform, and actively participate in the seamless transition from one billing platform to another

Billing Manager

LoadStop, Inc
05.2023 - Current
  • Managing and maintaining a SaaS based billing platform and ensure accurate and efficient billing processes
  • Maintain the organization's accounts receivables and accounts payable which includes overseeing the billing process, ensuring timely collection of payments from customers and managing the payment obligations to vendors and suppliers
  • Managing subscription lifecycle, including new additions, upgrades, downgrades, credit memos, refunds, invoicing, and resolution of payment disputes
  • Proficient in maintaining accurate financial records and ensuring customer satisfaction through efficient subscription management
  • Working closely with the Collections Agency to manage outstanding balances and delinquent accounts as a Finance Manager
  • Responsible for resolving invoice and refund related disputes, troubleshooting for active billing related issues
  • Assisting in financial analysis to support decision-making processes related to pricing, discounts and revenue optimization
  • Collaborating with cross-functional teams to implement process improvements and enhance system capabilities
  • Working with Account Managers and other internal teams to develop and implement strategies for revenue enhancement and cost reduction
  • Staying updated on relevant financial regulations, billing standards and compliance requirements
  • Continuously evaluate and improve billing processes to enhance efficiency, accuracy, and customer satisfaction
  • Identifying automation opportunities to streamline billing operations and reduce manual intervention

Billing and Fulfillment Specialist

Motive (formerly KeepTruckin)
05.2021 - 07.2023
  • Responsible for resolving invoice and refund related disputes, working on existing cases/tickets, and providing technical support
  • Completed an extensive training program that focused on the development of essential soft skills such as empathy, active listening and expert communication skills which were applied in my role to effectively address user concerns and provide timely resolution via email and chat support
  • Putting customers first was demonstrated by advocating for their needs and concerns within the company and working collaboratively with cross-functional teams to ensure customer success
  • Maintained an exceptional individual CSAT score of 98% on average while successfully closing over 8000 tickets/cases
  • Analyzed billing status of accounts by conducting thorough research and resolving any inconsistencies or errors to ensure accurate billing information
  • Collaborated with cross-functional teams, including sales and marketing, to drive upsell opportunities and optimize customer retention
  • Responsible for analyzing billing documents for accuracy and completeness, updating customer accounts on Salesforce with any missing or corrected data as required
  • Provided valuable assistance with daily operations and maintained productive collaboration with all team members to ensure efficient workflow
  • In terms of customer collection and return inquiries, I responsibly managed these concerns and collaborated closely with the Order Management team to ensure prompt resolution
  • Served as the primary point of contact to answer any billing and technical support-related cases on internal Slack channels
  • Ensured strict compliance with company policies and procedures related to billing and fulfillment and I worked on a variety of cases/tickets related to technical support and billing on Salesforce
  • I have a proven track record of delivering excellent customer service and contributing to the success of the company

Client Relationship Manager

CareCloud (MTBC)
05.2020 - 05.2021
  • Providing complete information on our end-to-end Medical billing and RCM (Revenue Cycle Management) services
  • Doing analysis on new clients and prospects to understand their pain points to give a more pointed demo according to the requirements of the client
  • Achieving targets given on quarterly basis
  • Responding to the client's queries and provide them with adequate technical and domain training of the applications
  • Achieving client relationship targets and KPI's as set by the Head of Department
  • Working closely with Account Managers and other departments
  • Escalating and resolving areas of concern as raised by clients
  • Updating customers account on Salesforce and ensuring account managers are aware of changes within clients
  • Passing leads to the sales team and following up on progress
  • Liaising with internal departments to ensure client needs are fulfilled effectively
  • Ensure compliance with information security responsibilities, required according to the job role

Service Delivery Manager

HUAWEI Pakistan
08.2016 - 12.2019
  • Develop and implement quality assurance standards and procedures, including audits and analysis of customer feedback
  • Apply ITIL V3 framework to service management processes like incident, problem, and change management
  • Create reports on service performance and customer satisfaction using PowerPoint and data visualization tools
  • Collaborate with operations department to establish quality procedures and standards
  • Manage SLAs based on Service Catalog, monitor performance, and resolve issues to meet contractual obligations
  • Build and implement service catalogs for MS services in SDM and iCare tools
  • Coordinate activities throughout Change life cycle for projects and RFCs
  • Generate weekly, monthly, and quarterly reports for management
  • Lead service delivery teams, providing coaching, mentoring, and professional development
  • Train managed support teams on IT tools like IT Remedy, iCare, SPMS
  • Cultivate strong client relationships by addressing needs and concerns, and identifying opportunities for improvement
  • Create visually engaging PowerPoint presentations for daily management updates

Technical Support Engr.

BroadPeak Technologies
05.2014 - 08.2016
  • Provide technical support to 1500+ franchises in the USA and Canada for SmsX software in the food industry
  • Address trouble tickets promptly, resolving software and network issues for customers
  • Utilize remote access tools like Team Viewer or Logmein Rescue for troubleshooting and resolution
  • Perform remote updates to franchise computers, ensuring they transition smoothly to new Windows versions
  • Resolve server issues by modifying databases using MySQL
  • Proficient in backup procedures using various software solutions
  • Identify and rectify software issues across entire franchise networks, typically comprising 6 to 8 computers plus servers
  • Act as the main point of contact for support on owned solutions and products
  • Communicate technical information clearly to non-technical users for better comprehension
  • Maintain and update customer support database regularly
  • Offer guidance on installing and integrating new hardware and software components for remote clients

Customer Support Executive

Ufone 4G
01.2013 - 03.2014
  • Handling customer service requests
  • Giving first call resolution
  • Tickets escalation to concerned depts
  • Providing info about the services and new promotions
  • Activations of new connections
  • Worked for billing department as well to maintain accounts

Technical Support Representative

Wi-tribe Pakistan
05.2012 - 12.2012
  • Managed customer inquiries through calls and emails
  • Addressing network-related issues, troubleshooting IT-related concerns, and overseeing billing statements and accounts
  • Successfully activated new accounts and ensured a clean, safe environment for customers
  • Served as an Email Coordinator and Shop Executive, handling walk-in customers

Education

Intermediate - Computer science

Punjab College of information Technology (PCIT)
01.2003 - 01.2005

Bachelor's degree - Economics and Political Science

Al-Khair University
01.2006 - 01.2008

Primary - Computer Science

Beacon House

Skills

Leadership and Management

Certification

Critical Thinking for Better Judgement and Decision-Making, LinkedIn

Timeline

Senior Billing Manager

LoadStop, Inc
08.2023 - Current

Billing Manager

LoadStop, Inc
05.2023 - Current

Billing and Fulfillment Specialist

Motive (formerly KeepTruckin)
05.2021 - 07.2023

Client Relationship Manager

CareCloud (MTBC)
05.2020 - 05.2021

Service Delivery Manager

HUAWEI Pakistan
08.2016 - 12.2019

Technical Support Engr.

BroadPeak Technologies
05.2014 - 08.2016

Customer Support Executive

Ufone 4G
01.2013 - 03.2014

Technical Support Representative

Wi-tribe Pakistan
05.2012 - 12.2012

Bachelor's degree - Economics and Political Science

Al-Khair University
01.2006 - 01.2008

Intermediate - Computer science

Punjab College of information Technology (PCIT)
01.2003 - 01.2005

Primary - Computer Science

Beacon House
Atir Ali ButtSenior Billing Manager