Ruhail David
BPO Services Support
Lahore
Summary
Experienced BPO support rep and freelance professional skilled in client communication, email handling, lead generation, and customer service. Adaptable, detail-oriented, and dedicated to delivering high-quality support across industries.
Overview
8
8
years of professional experience
2
2
years of post-secondary education
3
3
Languages
Work History
Appointment Setter
Y & A Media Co
01.2025 - 03.2025
- Contacted potential clients via calls, emails, and social media to promote web development and SEO services.
- Identified leads, qualified prospects, and scheduled appointments for the sales team.
- Maintained an organized pipeline using CRM tools like HubSpot or Zoho.
- Clearly explained service offerings, including SEO packages, website builds, and digital marketing plans.
- Handled objections and built interest through strong communication and persuasion skills.
- Followed up consistently to nurture leads and reduce no-show rates.
- Coordinated calendars and ensured smooth handoffs to account managers or sales reps.
- Tracked outreach metrics and reported on campaign performance weekly.
- Supported marketing efforts by gathering client needs and feedback.
- Contributed to sales growth through high-quality lead engagement.
Client Engagement Specialist
Farani Taylor Solictor
09.2024 - 01.2025
- First point of contact for potential clients via phone, email, and web.
- Conducted initial consultations to assess legal needs and qualify leads.
- Scheduled meetings and coordinated with attorneys based on case type.
- Managed client relationships with empathy and professionalism.
- Maintained accurate records in CRM tools like Chatbot and HubSpot 3CX.
- Followed up with leads to improve conversion rates and client retention.
- Explained legal processes, gathered documentation, and assisted in onboarding.
- Supported marketing and sales efforts by identifying service opportunities.
- Ensured compliance with confidentiality and data protection standards.
- Delivered excellent service while contributing to firm’s client growth.
Email Support Representative
Airbnb
04.2024 - 09.2024
- Provided prompt and professional email support for Airbnb users worldwide.
- Assisted guests and hosts with booking issues, cancellations, refunds, and policy questions.
- Resolved inquiries related to account access, verifications, and payment concerns.
- Maintained high accuracy in written communication with a friendly, empathetic tone.
- Used internal tools to review case history, troubleshoot problems, and escalate when needed.
- Ensured compliance with Airbnb policies, privacy standards, and service guidelines.
- Handled a high volume of daily emails while meeting response time and quality targets.
- Collaborated with other departments to resolve complex cases efficiently.
- Maintained detailed case records and followed up on open issues.
- Contributed to overall customer satisfaction and trust in the Airbnb platform.
Appointment setter / CSR
Md Tech
10.2023 - 04.2024
- We are scheduling appointments for patients who need cardiac care, such as consultations, diagnostic tests, follow-up visits, or procedures.
- Patient Communication: Contact patients via phone, email, or other communication channels to coordinate appointment scheduling, provide necessary information about the appointment, and answer any questions or concerns the patient may have.
- Medical Record Management: Updating patient information and maintaining accurate records in the scheduling systems or electronic medical records (EMR) system. This may involve entering and verifying patient demographics, insurance details, and appointment details.
- Appointment Reminders: Sending appointment reminders to patients, either through phone calls, automated messages, or other communication methods, to help reduce no-show rates and ensure patients are prepared for their cardiac appointments.
- Coordination with Healthcare Providers: Collaborating with healthcare providers, such as cardiologists, nurses, or medical assistants, to schedule appointments based on availability and urgency. This may involve coordinating with other departments or facilities to secure necessary resources or equipment for specific procedures or tests.
- Insurance Verification: Verifying patient insurance coverage and obtaining any necessary pre-authorization or referrals required by the insurance company for cardiac appointments or procedures.
- Adhering to Privacy Regulations: Ensuring patient confidentiality and complying with relevant privacy regulations, such as HIPAA (Health Insurance Portability and Accountability Act), when handling patient information and medical records.
- Administrative Support: Assisting with general administrative tasks, such as data entry, filing, and organizing paperwork related to scheduling and appointments.
Customer Support Representative
MEDvidi
08.2022 - 09.2023
- Company Overview: MEDvidi is an online mental healthcare provider. Our team includes qualified and licensed mental health professionals specializing in treating emotional and mental ailments. We provide online ADHD treatment, as well as the best anxiety, depression, stress, OCD, and insomnia treatment.
- I was responsible for incoming calls from mental health patients who were seeking information regarding the doctors.
- We were using DctrApp CRM to save the details of the patients and to keep track of the tasks that everyone is performing accordingly.
- I was responsible to set up the meetings between patients and doctors according to their availability.
- Also keeping the confidentiality of each patient was our main task following the HIPPA Policy.
- Contacting the pharmacies about patient prescriptions was also part of my JD.
- MEDvidi is an online mental healthcare provider. Our team includes qualified and licensed mental health professionals specializing in treating emotional and mental ailments. We provide online ADHD treatment, as well as the best anxiety, depression, stress, OCD, and insomnia treatment.
Lead Generator and Scraping
Elite Techlogix
03.2020 - 08.2022
- I was responsible for taking calls from an autodialer to get their details (name, email and etc) to promote their businesses.
- I used set up their meetings with marketing companies.
- I was also responsible to make calls to different law firms in the USA for advertising their work.
- I was using Yelp.com to get their contact details and using Voipo to make calls.
Team Lead
Prestige Marketing, Pvt ltd
01.2018 - 02.2020
- I was responsible for managing the team and making sure that everyone is meeting their daily, weekly, and monthly targets.
- I was also making sure that everybody is following the process defined by the management.
- We were selling Gas and Electricity to customers in the UK.
- Keeping a record of everyone's performances.
- Also making sure that no one is bringing the data security policy.
- I was mainly focusing on closing the sales of every agent.
- I was directly reporting to the manager and creating dayend reports on excel and word.
Tele Sales Executive
Prestige Marketing, Pvt ltd
Lahore , Punjab
11.2016 - 01.2018
- I am working as a Sales representative to generate business for the company.
- I am doing called calling people in the UK to sell our services.
- We are generating sales regarding gas and electricity in the UK.
- Keeping the customer details confidential.
- I am also responsible for meeting the targets daily and monthly.
- Working as a first POC for sales.
Education
Matriculation - Biology
Imtiaz Public High School
08.2013 - 08.2015
Skills
Sales
Graphic Designing
Customer Services
Communication
Microsoft Skills
undefinedPersonal Information
Nationality: Pakistani
Music and Book reading
Music and reading are great hobbies because they boost mental stimulation, creativity, and emotional well-being. Music enhances memory, focus, and reduces stress, while books improve vocabulary, empathy, and concentration. Both offer relaxation, social connection, and personal growth, making them fun and enriching.4o mini
Timeline
Appointment Setter
Y & A Media Co
01.2025 - 03.2025
Client Engagement Specialist
Farani Taylor Solictor
09.2024 - 01.2025
Email Support Representative
Airbnb
04.2024 - 09.2024
Appointment setter / CSR
Md Tech
10.2023 - 04.2024
Customer Support Representative
MEDvidi
08.2022 - 09.2023
Lead Generator and Scraping
Elite Techlogix
03.2020 - 08.2022
Team Lead
Prestige Marketing, Pvt ltd
01.2018 - 02.2020
Tele Sales Executive
Prestige Marketing, Pvt ltd
11.2016 - 01.2018
Matriculation - Biology
Imtiaz Public High School
08.2013 - 08.2015
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