Mohammad Bilal S.

About Mohammad Bilal S.

Professional with 10+ years of experience in BPO and IT industries, with a strong focus on leadership, team development, and operational excellence. Proven track record in managing cross-functional teams, resolving high-priority escalations, improving KPIs, and optimizing operational processes. Adept in Excel, automation, SLA/KPI reporting, business analysis, and regulatory compliance (KYC, AML). Now seeking a Team Leader position to further leverage leadership experience and drive impactful results. Known for strong documentation, leadership, and a hands-on approach with tools like Excel, SQL, Power BI, and JIRA.I\'m currently upskilling in Business Analysis and have worked on BRDs, user stories, and dashboards. View my sample BRD in featured section

Experience

1. Subject Matter Expert

   BT Group

   Aug 2022 — Present

   Supervises and guides team in the resolution of critical customer escalations contributing to high standards of customer delivery• Manage workflow - Including emails, process data, team sessions, meeting, preparing moms resulting in improved planning and time management• Build relationships - Responding quickly to all the doubts and queries of the team and come up with accurate solution. Ensure frequent contacts with the team members to understand the challenges and smooth workflow• Team handling - Responsible for dealing with problems, bug fixing and troubleshooting in Piper and perform quality checks of the team to ensure accuracy. Monitoring the team that they can achieve their targets and delivering productivity• Deals with the operational and technical activities to ensure smooth functioning of environment. Working with onshore team to keep process streamlined• Providing process improvement ideas to save time and cost• Provide RCA for the escalations and conduct feedback sessions• Create daily, weekly, monthly reports and publish with management and the team• Mapping team reports received from multiple sources and share them with stakeholders• Attend WBR calls with stakeholders and present the weekly data, challenges, updates etc

Education

• PGDAV COLLEGE DELHI UNIVERSITY

  Bachelor of Commerce - BCom, Accounting and Finance

• SYMBIOSIS INTERNATIONAL UNIVERSITY

  Post graduate diploma in business administration , Accounting and Finance

• PGDAV College

  Bachelor of Commerce - BCom, Accounting and Finance

  2011 — 2014

• Symbiosis Centre for Distance Learning

  Master of Business Administration - MBA, Finance, General