Bilal Hussain

Tools: SSP Drive (CRM), Cisco Finesse, Jabber, Microsoft 365

• Handled 55–85 inbound calls/day for renewals and retention; maintained 98% monthly retention.
• Resolved portal access issues (cache, extensions, browsers); 95%+ first-call resolution.
• Recorded GDPR-compliant notes in SSP Drive/CRM; ensured audit-ready actions and accurate updates.
• Delivered 99–100% QA and 100% schedule adherence; improved AHT to 320 vs 417 target.
• Shared process feedback that reduced average handling time by 10%.

Tools: Open GI, COMP, Citrix VDI, Intercom, Zendesk, CRM/ticketing

• Created 200–280 weekly quotes in Open GI/COMP via Citrix VDI; accurate multi-step validations.
• Troubleshot online journey failures (cookies, timeouts, form errors); 88–90% first-contact resolution.
• Supported customers via calls and Intercom chat; maintained clear guidance and calm de-escalation.
• Logged 100% interactions in CRM/Intercom/Zendesk with accurate categories, notes, and handovers.
• Maintained FCA/GDPR data accuracy (99%+); achieved 22–28% conversion and 93% retention.

Tools: Excel trackers, Outlook/Email, cloud storage

• Single contact for 30–35 tenants; handled queries and faults via phone, email, messaging.
• Tracked 15–25 maintenance requests weekly in spreadsheets; prioritised and closed with clear ownership.
• Resolved ~70% issues first-contact; escalated to contractors with documented diagnostics and outcomes.
• Coordinated 10–15 vendors; ensured completion evidence and accurate compliance records.

• Provided live chat support to 20+ users/day; resolved login and navigation issues.
• Raised Jira bug reports with steps to reproduce; supported manual and regression testing post-fix.
• Used Git/GitHub for version control; collaborated on React/JavaScript features.
• Updated 300+ CRM records weekly, improving data quality for the team.