Program Administration & Salesforce Specialist

SABIHA SULTANA

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PROGRAM ADMINISTRATION/SALESFORCE CASE MANAGEMENT/MEDICAL INSURANCE & BILLING Highly experienced Program Manager and Administrator with over 10 years of expertise in Salesforce case management and the operations of insurance companies as well as large-scale development and humanitarian programs. Skilled in areas including Disaster Risk Management, Education, Capacity Building, Community Mobilization, and Gender

& Child Rights. Demonstrated success in overseeing complex programs with strong competencies in budgeting, financial forecasting, monitoring & evaluation, and stakeholder engagement. Known for building effective partnerships, leading cross-functional teams, and consistently delivering results in dynamic and high-pressure environments. CORE SKILLS & COMPETENCIES

• Program Management & Coordination

• Invoice and Billing

• Documentation

• Monitoring and Evaluation

• Salesforce Case Management

• Gender Equality Advocacy

• Organization

• Compliance

CAREER SYNOPSIS

Executive Resolution Specialist Dec2024 – May2025

Sunnova Energy International, Inc. Houston TX, United States Management Team – Payment Administrator May2023 – Sep2024 Your Source Insurance Agency Corp Houston TX, United States Programme Officer – Scholarships & Enabling Activities Nov2015 – Jun2020 Scope Global Australia, Pty Ltd – Australian Government (DFAT) Pakistan Project Manager – Gender & Child Directorate (GCD) Sep2015 – Oct2015 National Disaster Management Authority (NDMA), UN-WOMEN Pakistan Network Consultant Apr2014 – Jun2014

UNDP GEF Small Grants Programme, UNDP Pakistan

Program Officer – Gender Equality Jun2011 – Jun2012 UN-WOMEN, Gender & Child Cell Pakistan

KEY ACCOMPLISHMENTS & PROJECTS

ü Utilized Salesforce to manage and resolve executive-level customer escalations, collaborating with the sales team to ensure timely and accurate case handling.

ü Acted as a strategic liaison between sales leadership, compliance teams, and customers, using Salesforce data to investigate and resolve complex service and contract issues. ü Analysed case trends in Salesforce to identify root causes of escalations, providing feedback to sales operations and contributing to systemic process improvements.

ü Enhanced customer satisfaction by effectively managing inquiries via phone, email, and chat, ensuring timely and accurate responses to insurance billing and medical assistance queries. ü Improved operational efficiency by maintaining accurate records and organizing data using Excel spreadsheets, which streamlined internal processes for customer service and bookkeeping at Your Source Insurance Agency. ü Led the successful coordination of application assessments and interview processes for Australia Awards Southwest Asia Scholarship Program, resulting in a more accurate and transparent selection process across multiple countries in Southwest Asia.

ü Strengthened alumni relations by organizing professional engagement events and surveys for Alumni. ü Secured seamless delivery of alumni reintegration support services, fostering long-term professional growth for scholarship recipients returning to their home countries. SABIHA SULTANA

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ü Facilitated cross-functional collaboration between the Australian Government, international institutions, and local stakeholders, ensuring successful scholarship program management across diverse geographic regions. ü Played a pivotal role in the institutionalization of gender and child rights mainstreaming within Pakistan’s National Disaster Management Authority, which integrated gender inclusion mechanisms into disaster response strategies. ü Developed and implemented resource mobilization strategies for the Gender and Child Cell within Pakistan’s National Disaster Management Authority, supporting long-term sustainability for gender equality initiatives. ü I coordinated the Gender Component with national and provincial disaster management authorities, supporting program design, stakeholder capacity building, and gender analysis in humanitarian settings. ü I developed training materials and project documents, managed baseline data and funding processes, monitored project budgets, ensured timely reporting, and worked closely with national and international partners to support effective program implementation.

AREAS OF EXPERTISE

§ Customer Escalation & Resolution Management

o Handled executive-level escalations by leveraging Salesforce to ensure timely, accurate, and customer-focused resolutions.

o Acted as a liaison between sales leadership, compliance teams, and customers to resolve complex service and contract issues.

o Salesforce Case Management & Process Optimization

§ Program Management & Administration

o Managed multi-year, complex international programs such as the Australia Awards Southwest Asia Program, ensuring smooth operations, budgeting, and financial forecasting. o Coordinated scholarship programs, overseeing the application process, interviews, and mobilization.

§ Customer Service & Operational Support

o Handled customer inquiries and operational support at Your Source Insurance Agency Corp, ensuring smooth administrative processes.

o Delivered high-quality customer service by managing inquiries, maintaining accurate records, and handling bookkeeping tasks in the insurance industry.

o Improved operational efficiency through meticulous data management and process optimization.

§ Monitoring & Evaluation (M&E)

o Developed monitoring tools and impact indicators to assess project progress and partner network efficiency. o Conducted evaluations and provided feedback to improve the effectiveness of program activities.

§ Stakeholder Engagement & Collaboration

o Liaised with international institutions, government bodies, and stakeholders to ensure successful program delivery.

o Fostered alumni relations and professional networks through event coordination and engagement activities.

§ Gender & Child Rights Mainstreaming

o Spearheaded the integration of gender and child rights policies o Facilitated the development of gender-sensitive training programs and annual work plans. o Led workshops and briefings, ensuring comprehensive understanding of protocols and procedures EDUCATION & PROFESSIONAL DEVELOPMENT

Member (ID : 02457408) - AAPC (Advancing the Business of Healthcare) 2025 Certified Professional Coder – CPC - American Academy of Professional Coders – AAPC In Progress Medical Billing and Coding Program - University of Houston Texas - United States 2025 Master’s Degree, Sociology - PMAS-Arid Agriculture University Rawalpindi Pakistan 2001 Bachelor of Education - University of Punjab Pakistan 1998 Bachelor of Arts - University of Punjab Pakistan 1994 SABIHA SULTANA

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Trainings:

OASIS Database Training Scope Global Australia Pty Ltd 2018 Regional Planning Workshop Bangkok, Thailand 2017 Gender-Based Violence Capacity Development UNFPA, UNICEF, UNHCR 2011

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