Hafiz Babar Qaiser
Training And Development (BPO)
Lahore, Punjab,PB
Summary
Dynamic professional with 5+ years in the BPO sector, excelling in customer safety, training, and program support. Skilled in process optimization, team leadership, and delivering exceptional service in fast-paced settings. Known for strong problem-solving, effective communication, and a commitment to continuous improvement, with a focus on leveraging data-driven insights for enhanced performance and regulatory compliance.
Overview
5
5
years of professional experience
Work History
Program Support Specialist (USA Medical Billing)
Activekey Solutions
11.2023 - Current
- Program Coordination: Managed medical billing programs, aligning with organizational goals and federal regulations.
- Data Management: Ensured accurate billing data and compliance with HIPAA, safeguarding patient information.
- Client Support: Delivered exceptional support, resolving billing inquiries and ensuring timely, accurate invoicing.
Training and Development Officer (BPO)
Abacus Consulting BPO Division
09.2021 - 10.2023
- Training Program Design: Created and implemented training programs for employees, focusing on skills development and company policies.
- Needs Assessment: Identified training needs and tailored content for different departments and roles.
- Training Delivery: Conducted engaging training sessions and workshops using diverse instructional methods.
- Content Creation: Developed and updated training materials, ensuring accuracy and relevance.
- Performance Evaluation: Assessed training effectiveness through feedback and metrics, driving continuous improvement.
- Coaching and Mentoring: Provided one-on-one guidance to employees for their professional development.
- Trainer Development: Trained and supported internal trainers to ensure high-quality, consistent delivery.
Senior Safety and Security Specialist ( Careem )
Abacus Consulting BPO Division
11.2020 - 08.2021
- Customer Safety Management: Ensured a secure ride-hailing experience by addressing safety concerns.
- Incident Response: Responded to and investigated safety incidents, implementing corrective actions.
- Safety Policy Implementation: Assisted in developing and enforcing safety policies to mitigate risks.
- Risk Assessment: Identified and addressed potential safety hazards through thorough risk assessments.
- Customer Support: Offered resolutions and support for safety concerns, ensuring customer satisfaction.
Customer Support Representative
Abacus Consulting BPO Division
09.2019 - 10.2020
- Product Knowledge: Maintained up-to-date knowledge of products and services for accurate customer information.
- Complaint Resolution: Resolved complaints by identifying, prioritizing, and reporting technical issues.
- Escalated Call Management: Handled escalated calls professionally, resolving complex issues to client and company satisfaction.
- Customer Satisfaction: Improved satisfaction by promptly addressing concerns and providing accurate information.
Education
Bachelor of Arts - Media Mass Communication
University of Lahore
Lahore 04.2001 -
Skills
Customer Service Excellence:
Timeline
Program Support Specialist (USA Medical Billing)
Activekey Solutions
11.2023 - Current
Training and Development Officer (BPO)
Abacus Consulting BPO Division
09.2021 - 10.2023
Senior Safety and Security Specialist ( Careem )
Abacus Consulting BPO Division
11.2020 - 08.2021
Customer Support Representative
Abacus Consulting BPO Division
09.2019 - 10.2020
Bachelor of Arts - Media Mass Communication
University of Lahore
04.2001 -
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