Summary
Overview
Work History
Education
Skills
Timeline
BusinessAnalyst
Syed Bilal

Syed Bilal

Subject Matter Expert
Bangalore

Summary

Holding experience for more than five years in service management & customer experience. An energetic self-starter and team builder. Navigating high-stress situations and have achieved goals on time. Detail-orientated & proficient at making critical decisions, managing deadlines, and conducting team reviews. With expertise in analysis and quantitative problem-solving skills, dedicated to company/peers' growth and improvements. Looking for a new management role where hard work and dedication will be highly valued.

Overview

5
5
years of professional experience
3
3
years of post-secondary education

Work History

Subject Matter Expert

PhonePe
Bangalore
07.2021 - Current
  • Assisting Associate Manager in managing a team of over 8 associates.
  • Maintaining the subordinates performance records.
  • Preparing the weekly performance reports and presenting them to the management.
  • Assisted manager in their responsibilities to meet project deadlines.
  • Participating in various Weekly and Monthly Business Reviews to discuss primary KPIs.
  • Addressing the issues to internal stakeholders for a speedy resolution.
  • Coordinating with the various teams for process enhancement.
  • Organizing meetings with the internal stakeholders on regular basis and resolving any discrepencies in the current process and the flaws resulting in the customer experience.

Merchant Operations

PhonePe
Bangalore
09.2018 - 06.2021
  • Identified issues, analyzed information and provided solutions to problems.
  • Coordinating with the Business Development team to ensure the resolutions by the merchants are shared to us on a timely manner.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Used Microsoft Word and other software tools to create documents and other communications.
  • Exceeded goals through effective task prioritization and great work ethic.
  • Organizing weekly reviews to discuss critical issues.

Fraud Specialist

PhonePe
Bangalore
10.2017 - 08.2018
  • Analyzed large amounts of data to find patterns of fraud and anomalies.
  • Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
  • Summarized all key information regarding the investigation into a detailed report for delivery to cybercrime.
  • Worked flexible hours across the night, weekend, and holiday shifts.
  • Identified issues, analyzed information and provided solutions to problems.

Operations Executive

PhonePe
Bangalore
05.2017 - 09.2017
  • Resolved customer queries over the phone, email and on Social platforms.
  • Shared streamlined methods for faster and simpler workflow.
  • Contributed to stabilizing and throughout the improvement of the process.
  • Retrieving information from owners to drive timely resolutions on tickets.
  • Vouched in to work on cases at times of bloated queues.
  • Created templates in form of blurbs to expedite case handling, hence reducing the handling time.

Education

Accounting And Finance

Community Institute of Commerce & Mgt Studies
Bangalore
06.2014 - 05.2017

Skills

    MS Office

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Timeline

Subject Matter Expert

PhonePe
07.2021 - Current

Merchant Operations

PhonePe
09.2018 - 06.2021

Fraud Specialist

PhonePe
10.2017 - 08.2018

Operations Executive

PhonePe
05.2017 - 09.2017

Accounting And Finance

Community Institute of Commerce & Mgt Studies
06.2014 - 05.2017

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