Ali Bilal Email & Phone Number

Melbourne, Victoria, Australia

Melbourne, Australia

Melbourne, Australia

I have been fortunate to be a part of the special task force which developed and implemented the case management function responsible for reducing aged service assurance incidents. Aged Assurance Incidents reduction is one of the highest priority initiatives within nbn Co due to the impacts on Mean Time to Restore (MTTR), Customer Experience as well as nbn’s brand reputation.I am involved in all aspects of the development and implementation of the framework which included:• Developing a centralised repository of aged incidents, determining the responsible stakeholders for next action, creation of regular periodic case management loops for DP&A, Resolve & Close, Retail Service Providers, Network Operations Centre and Activations• Identification of aged incidents impacted by problematic work orders, network incidents, complex activation/network shortfall issues and follow-up with Service Delivery Partners, NOC, Activations and other miscellaneous stakeholders through Lead Case Managers for the quick resolution of the incidents• Using Lean Six Sigma methodologies to identify process improvement opportunities and implementing appropriate solutionsAchievements: • Developed and implemented the case management function which has successfully reduced complex aged service assurance incidents from 7,125 to 1,500 • Modified various processes to reduce the MTTR, most notable of which included change in the hand-off procedure. Change to the hand-off process reduced un-necessary overheads for the Service Delivery Partners allowing them to operate more efficiently. This in turn drastically reduced cycle time for service assurance remediation incidents• Established the Onshore DP&A Tier2/Case Management team which helped in expediting work order creation and resolution of aged incidents• Led the analysis and automation initiative for booking HFCL Appointment resulting in a saving of five FTE resources

Sydney Area, Australia

nbn Co is the largest technology infrastructure project in Australia aiming to provide all 8 million happy homes & businesses with access to the benefits of fast broadband by 2020.As Team Leader I was responsible for:• Reviewing, analysing and collaborating on issues in relation to building and improving capabilities and effectiveness of all frontline activities• Ensure customer commitments are met through compliance to company principles, standards, systems, practises and procedures• Providing leadership through coaching of the team to enable them to carry out all activities efficiently, to develop and achieve their objectives• Developing a team culture which values open, supportive, collaborative contribution to service delivery oriented, outcomes-based solutions in an engaging workplaceAchievements: • Achieved the highest ever engagement survey score of 92% across CS&A in 2015 • Won the SPARK Quarterly award for the Order Support Help Desk initiative which has allowed greater collaboration across sites and helped in the implementation of the GCC strategy• Established the first ever Order Support team in Melbourne • Drove initiatives in Order support as part of the NSO Customer Centricity project which helped meet the Customer Engagement Index (CEI) target for the company of 6.9 (actual achieved 7.35)• Implemented Workforce Management systems and processes in the eastern centre• Worked with reporting and management team to establish FOH KPIs

Australia

iiNet is a major DSL Internet Service Provider (ISP), a publicly listed ASX 200 company employing 2,000+ staff in 3 countries, with its own broadband networking supporting 1.7+ m services.• Playing a leading role in developing, implementing and documenting procedures and ensuring that staff are well trained, motivated and KPI performance oriented. • Supervising and performance managing staff as well as staggered shift rostering, monitoring attendance, coordinating leave requests and monitoring optimum service delivery.• Leading and mentoring service team members, developing a best practice service culture and ensuring that staff are knowledgeable in all products, processes and service level standards. • Coordinating close work with Account Managers, Network and Telephony team, Visionstream (Installation and Faults contractors) and clients, to ensure the best outcomes for customers.• Making decisions on workflow redirection, responding to requests and resolving escalated issues.• Actively analysing call centre metrics and trends, ensuring that individual and team KPIs are achieved / exceeded and continually identifying opportunities for process improvements.Achievements: • Instrumental in establishing iiNet’s first Canberra Call Centre team in a challenging, high pressure and dynamic corporate environment, and successfully accommodated the migration of the corporate billing system.• Demonstrated strong skills in resolving escalated customer service issues and complaints. • Provided a strong role model for leading and coaching Customer Service teams, with a focus on building knowledge of iiNet products, processes and services during the set-up phase.• Represented iiNet in meetings with the Telecommunications Ombudsman to review cases and streamline operations as part of an ongoing commitment to process improvement.

As the first electronic securities depository, the company’s electronic book entry system ’eCDS’ revolutionised how the Capital Market operates in Pakistan. • Supervised, planned, developed and managed all customer support services including Call Centre, Complaint Management and branch Customer Support Counters.• Managed all customer communication channels (emails, letters, Customer Service Counters, IVR, Web KIOSKS and Call Centre).• Monitored sales levels, the promotion of products to new clients and selling to existing clients.• Developed a thorough, easy-to-follow Processes and Procedures Manual. • Analysed statistics to identify customer service quality and continually improve standards.• Investigated and resolved escalated long-standing or complex customer problems.• Developed and implemented policies, SOPs, workflows to achieve efficient customer services.Achievements:• Improved response times to achieve a 99% turnaround rate for enquiries and complaints within 24-hours.• Built effective working relations with internal stakeholders to resolve customer queries and complaints on a priority basis and update procedures to optimise customer satisfaction. • Provided significant support moving from paper based to electronic settlement of securities by maintaining excellent stakeholder relationships and protecting the corporate reputation. • Played a key role in implementing the Call Centre’s back end systems, worked closely with the vendor to define requirements and wrote user-friendly documentation to support operations. • Project managed the Department’s corporate communications including the quarterly newsletter and the annual report. • Implemented innovative customised CRM / IVR / Customer Convenience Channels including a Web Kiosk and web access.

Analysed the requirements of the first ever ‘Knowledge Management System’ for the organization and also supervised its development and staff training. Also analysed the requirements of Badin District Development System and supervised its development.As systems analyst, my primary responsibility was preparing Software Requirements Specification (SRS) and Functional Specification (FS) Documents, Coordinating with development team for implementation, User Acceptance Testing (UAT), Implementation and User Training. I was also responsible for managing the Change Requests through the Change Management Process.

Algorithm Consulting Pvt. Ltd is the leader in Business Process Reengineering and customized ERP Systems development for the apparel industry. Apart from the usual activity of software development I was also actively involved in the resolution of the day-to-day issues of the client to ensure the smooth deployment of the product.

A subsidiary of BizNas.com Pakistan (Pvt.) Ltd., an ISO 9001 certified company, had presence in the major part of Asia and Africa and had numerous innovative software products and online portals to its credit. I developed various Admin Reports during my stint in the company.

Prince2 Practitioner, Project Management

Lean Six Sigma Black Belt

Mba, Marketing

Master Of Computer Science, Information Technology