Bilal Akram
Lahore
Summary
Customer service-oriented complaint handler with over 7 years of experience in handling complaints of customers in a timely and fruitful way. Highly proficient in investigating, resolving, and reporting all kinds of complaints and grievances. Calm and patient to find the best possible solutions.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Associate Manager
Telenor Microfinance Bank
10.2019 - Current
- Collaborated closely with senior management on strategic planning efforts, aligning departmental goals with overarching company objectives.
- Responsible to provide nationwide support over emails and CSCP complaint portal
- Carry out other critical task assigned by branchless banking head or governance forums
- Responsible to meet deadlines in a high stress environment
- Being a Acting Team Lead, Managing Team roaster and shifts swap
- Responsible for achieving SLA to close the CSCP tickets within defined TAT as set by the Department
- Responsible for Blocking/unblocking and blacklisting upon Fraud team request on priority
- Responsible to complete the AML blocking/unblocking and blacklisting activity upon compliance team request on priority.
Customer Services Specialist
PTCL
06.2017 - 10.2019
Customer Services Representative
Abacus Consulting (Telenor Pakistan)
07.2016 - 03.2017
Data Entry Operator
Computer Point
01.2014 - 06.2016
Education
Bachelor of Science - Punjab University
Information Technology
2018
Intermediate -
KIPS College
07.2014
Matric -
B.I.S.E
07.2012
Skills
- Customer Services
- Excellent interpersonal and communication skills
- Honesty
- Strategy and planning
- Client Relationship Manager
- Teamwork
- Computer Software and Application Knowledge
- Problem Solving Skills
- Flexibility
- Responsibility
- Operations Management
Accomplishments
Best CCR of the Year 2018 in PTCL contact Center Lahore
Languages
urdu
Native language
English
Intermediate
B1
Urdu
Proficient
C2
Personal Information
- Place of Birth: Lahore
- Date of Birth: 09/16/96
- Gender: Male
- Nationality: Pakistan
- Marital Status: Married
References
References available upon request.
Hobbies and Interests
- Volunteering and community involvement
- Reading
- Listening to music
- Local meetups
Certification
Stress Management
TMB Risk Management
Information Security - Data Leakage
Timeline
Associate Manager
Telenor Microfinance Bank
10.2019 - Current
Customer Services Specialist
PTCL
06.2017 - 10.2019
Customer Services Representative
Abacus Consulting (Telenor Pakistan)
07.2016 - 03.2017
Data Entry Operator
Computer Point
01.2014 - 06.2016
Bachelor of Science - Punjab University
Information Technology
Intermediate -
KIPS College
Matric -
B.I.S.E
Stress Management
TMB Risk Management
Information Security - Data Leakage
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