Kiran Bilal

• Enhanced brand visibility by developing and implementing strategic communication plans.
• Collaborated with cross-functional teams to ensure consistent messaging across all platforms and materials.
• Conducted thorough market research to inform strategic communication decisions aligned with organizational goals.
• Produced engaging multimedia content such as videos and infographics to support various marketing efforts.
• Streamlined internal communication processes for improved information dissemination and employee engagement.
• Evaluated campaign performance using analytics tools, refining strategies based on data-driven insights.

• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.

I worked at ITS Homes, which operates as a subsidiary office of a M
aryland-based mortgage company in the United States. In this position, I was actively involved in supporting the back-end operations of the mortgage process, working closely with the U.S. team to ensure smooth coordination between clients, loan officers, and underwriters. My responsibilities included handling and reviewing borrower documentation, verifying income and employment details, managing confidential financial records, and ensuring compliance with company and regulatory standards.

I was also involved in data entry, client communication via email and phone, appointment scheduling, and maintaining accurate records for loan applications. This role required a strong understanding of the U.S. mortgage lifecycle—from pre-approval and document collection to underwriting and final loan processing. I developed a keen attention to detail, the ability to manage multiple cases simultaneously, and a high level of professionalism when dealing with sensitive financial information. This experience helped me build a strong foundation in U.S. mortgage procedures, customer service, and remote team collaboration."

• Explained online self-help options to customers to promote additional and after-hours support choices.

• Assisted call-in customers with questions and orders.
• Managed high call volume with exceptional professionalism and efficiency.
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
• Navigated multiple computer systems and applications to find information.
• Contributed to team success, consistently achieving call center performance metrics.
• During my time at Ovex Technologies, I served as an inbound customer service representative on the Blue Hippo account. This role required me to manage a high volume of calls from customers who were often frustrated or dissatisfied. I developed strong conflict-resolution and communication skills, consistently de-escalating tense situations and working diligently to address customer concerns in a calm and professional manner. My responsibilities included providing accurate information, processing orders, and ensuring a positive customer experience, even in challenging interactions. This experience significantly strengthened my ability to remain composed under pressure and deliver excellent service in fast-paced, high-stress environments.

• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
• Responded to customer requests for products, services, and company information.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
• Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
• Developed strong product knowledge to provide informed recommendations based on individual customer needs.