Customer Service Medical Billing

HUMAIRA MARIA AFRIN

*** * *********, ***********, ** 14215, Cell: 347-***-****, ************@*****.*** EDUCATION:

• Computer office technology with medical billing and VESL (OM1500) at Metropolitan learning institute, New York in January 2023 to December 2024.

• Bachelor of Arts- National University in 1996

SOFTWARE EXPERIENCE: MS Office, eBBS in SCB; SBS, ISS & VIPS in AMEX and QuickBooks WORK EXPERIENCE

Cleveland Hills School

Cheektowaga – School Monitor & Substitute Teacher Aid from September 2021- present

• Supervising students during various school activities including lunch, recess, study hall, and both in-school and after-school detention programs, ensuring a safe and conducive environment.

• Providing assistance and support in managing individual student behaviors, implementing strategies aimed at promoting positive interactions and discipline.

• Provide valuable instruction and guidance while regular teachers are absent.

• Offered educational guidance to students in need of additional support, helping to enhance their learning experience and academic performance.

• Responsible for monitoring student attendance, maintaining accurate records of student presence in various school activities.

• Consistently exceeded performance objectives through a strategic approach to all duties, characterized by resourcefulness, superior organizational skills, and a strong focus on delivering positive student focused solutions.

The City Bank, Dhaka

Bangladesh – Senior Customer Service Manager from April 2013 – July 2021

• Assumed full responsibility for branch operations in the absence of the branch manager, ensuring seamless continuity of service.

• Managed and executed the issuance and payment processes for Letters of Credit (LC), demonstrating proficiency in complex financial instruments.

• Led initiatives to meet or exceed assigned targets in business development and service quality, contributing to branch success.

• Fostered customer relationships, enhancing revenue through effective cross-selling strategies, and expanding the customer base.

• Upheld operational efficiency and maximized branch profitability using strategic planning.

• Conducted comprehensive anti-money laundering surveillance, ensuring compliance with regulations, and preparing detailed reports for regulatory bodies.

• Authorized all transactions involving cash, non-resident Bangladeshi (NRB) accounts, and foreign exchange, ensuring accuracy and compliance.

• Facilitated account openings, including foreign currency accounts, by rigorously validating customer documentation and supporting documents.

• Managed the delivery of banking cards, PINs, account statements, solvency certificates, and other banking documents to customers, ensuring high service standards.

• Oversaw all foreign currency transactions, including sales, endorsements, traveler's cheque issuance/encashment, and completion of foreign remittances.

• Handled customer inquiries and complaints efficiently, ensuring satisfaction through effective communication and problem resolution.

• Acted as a brand ambassador for the branch, embodying and promoting the bank's core values within the community.

• Led a culture of compliance and ethical conduct, initiating training and development programs for branch staff based on needs analysis.

Standard Chartered Bank,

Dhaka, Bangladesh – Personal Financial Consultant Service from August 2007 – April 2013

• Directed the operations of the financial center, focusing on superior customer service to expand the customer base and achieve sales targets.

• Implemented strategies for customer retention and growth, enhancing segment profitability by nurturing and expanding the portfolio of profitable clients.

• Actively developed a comprehensive understanding of customers' financial needs, promoting and selling a range of banking products including deposits, loans, investments, and other services.

• Delivered exceptional customer service by proactively identifying and addressing customers' evolving financial needs, recommending effective solutions to enhance satisfaction and loyalty.

• Maintained a control environment, ensuring audit standards were met and received satisfactory ratings.

• Addressed customer complaints constructively, transforming them into opportunities for service improvement and enhancing customer experience.

• Fostered a positive work environment by maintaining open communication, motivating staff, organizing need-based training, and managing career development and performance.

• Ensured compliance with local regulatory requirements and group policies, effectively managing business risks and controls, and promoting a culture of compliance within the team.

• Served as the Money Laundering Prevention Officer, coordinating with the Country Money Laundering Prevention Officer (CMLPO) and legal advisors on matters related to money laundering prevention, including suspicious activity reporting.

• Oversaw the implementation and adherence to the Business Continuity Plan (BCP), ensuring preparedness and effective response to disaster situations. First Solution

London, United Kingdom – Remittance Executive from August 2006 – March 2007

• Successfully generated profits and maximized personal sales, consistently achieving, and surpassing individual sales and referral targets through superior customer service.

• Adhered to a comprehensive range of internal and external regulatory, compliance, credit, and operational processes and procedures, ensuring high standards of practice.

• Managed a diverse lending portfolio of corporate clients and effectively sourced potential clients through networking and referrals.

• Conducted structured sales interviews to accurately identify customer needs and priorities, guaranteeing the provision of optimal advice.

• Maintained an in-depth understanding of product offerings and process knowledge, ensuring all customer interactions complied with regulatory and control procedures, including application processes and credit scoring.

• Fostered and maintained excellent relationships with branch staff, management, and other relevant internal contacts, sharing best practices to maximize sales opportunities, generate referrals, and elevate customer service levels.

• Provided regular feedback to the branch manager on referrals, appointments, and participated in team meetings, identifying, and addressing training needs to bolster team performance. PROFESSIONAL TRAINING & DEVELOPMENT

Consumer relationship and Service Quality, The City bank ltd in 2014 People wise Up-gradation Program conducted under SCB’s Regional HR Program in 2010 Money Laundering Prevention, Standard Chartered Bank in 2007 Reputation Risk, Standard Chartered Bank in 2008

LANGUAGE PROFICIENCIES: English, Bangla & Hindi

ACTIVITIES & INTERESTS: Travelling and want to explore all 50 states someday, want to volunteer in the parent council.

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