Atir Butt

- Establish and maintain strong client relationships by providing exceptional service and ensuring billing accuracy.
- Ensure compliance with industry regulations and financial reporting requirements.
- Generate and present regular reports to senior management on billing performance and financial KPIs.
- Manage customer accounts on the billing platform, including subscription management, transactions, credit memos, and refunds.
- Identify and implement process improvements to enhance billing efficiency, reduce errors, and accelerate revenue collection.
- Integrate billing solutions and systems with cross-functional teams.
- Collaborate with the Collections Agency to manage accounts receivables and payables, ensuring timely and accurate financial transactions.
- Prepare and submit responses to chargebacks, ensuring successful outcomes per client terms.
- Serve as the primary point of contact for billing platform oversight and manage seamless transitions between billing platforms, including accurate data compilation and transfer.
- Manage and maintain a SaaS-based billing platform, ensuring accurate and efficient billing processes.
- Oversee accounts receivables and payables, ensuring timely collections and managing payment obligations.
- Handle the subscription lifecycle, including additions, upgrades, downgrades, credit memos, refunds, invoicing, and payment disputes resolution.
- Maintain accurate financial records and ensure customer satisfaction through efficient subscription management.
- Resolve invoice and refund-related disputes and troubleshoot billing issues.
- Assist in financial analysis for pricing, discounts, and revenue optimization.
- Collaborate with cross-functional teams to implement process improvements and enhance system capabilities.
- Develop and implement strategies with Account Managers and internal teams for revenue enhancement and cost reduction.
- Stay updated on financial regulations, billing standards, and compliance requirements.
- Continuously evaluate and improve billing processes to enhance efficiency, accuracy, and customer satisfaction.
- Identify automation opportunities to streamline billing operations and reduce manual intervention.

• 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.

• 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.

• 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 service 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.

Provide technical Support to1500+ USA and Canadian based franchises for specific software outsourced named as SmsX related to food industry.
Working on trouble tickets created by the customer for any issue regarding the software or network related issues.
Troubleshooting and resolving issues in a timely manner on call or by connecting remotely to the franchises computer by using Team Viewer/Logmein rescue.
Updating all computers of a franchise to new Windows by connecting remotely to all computers.
Resolving few issues on server by making some changes in databases by using MySQL.
Have good hands on experience in getting backup by using different software's
Finding and fixing any issues related to software for the whole franchise which includes of almost 6 to 8 computers including server.
Served as primary point of contact for support relating to owned solutions and products.
Explained technical information in clear terms to non-technical individuals to promote better understanding.
Updated and maintained current customer support database.
Provided guidance on installing and integrating new hardware components and software to remote clients.

• 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.
• 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.
• 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.

• 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, and played a key role
in customer retention efforts.