Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Bilal Keser

Dublin,Ireland

Summary

Resourceful Subject Matter Expert known for high productivity and efficient task completion. Specialise in developing innovative solutions, knowledge transfer, and process improvement. Excel in communication, problem-solving, and adaptability, ensuring seamless project execution and team collaboration.
Additionally, I have a strong interest in crypto investment, anti-money laundering (AML), KYC, and KYB practices, and I am eager to leverage my skills and expertise in these areas to enhance risk management and compliance initiatives within the evolving financial landscape.

Overview

7
7
years of professional experience

Work History

SME Partner Operations Specialist

Accenture
Dublin, Ireland
01.2022 - Current
  • Assist colleagues in understanding policies better by providing explanations, conducting training sessions, and offering one-on-one support to ensure adherence to platform safety and fraud prevention measures.
  • Create informative charts and graphics to visualise complex policy information, including emerging trends in fraudulent activity and bad actor behaviour, aiding in comprehension and decision-making processes.
  • Ensure the team stays updated on policy changes and trends in bad actor behaviour through regular communication channels, such as email updates, team meetings, or training sessions focused on fraud prevention.
  • Implement quality improvement initiatives to enhance processes and procedures related to policy adherence, focusing on identifying and mitigating risks posed by fraudulent activities.
  • Conduct thorough reviews of completed tickets to verify accuracy, compliance, and spot trends related to potential bad actor activity, helping to protect the platform from fraud.
  • Provide constructive feedback to team members regarding errors and areas for improvement, particularly in recognising and preventing bad actor tactics, fostering a culture of continuous learning and fraud awareness.
  • Develop and deliver refresher training sessions to reinforce policy knowledge, fraud detection, and promote adherence to best practices in combating bad actors among team members.

Senior Media Operations Specialist

Accenture
Dublin, Ireland
03.2021 - 01.2022
  • Support team members in achieving team goals by providing guidance, assistance, and resources as needed
  • Mentor new and junior agents on best practices, sharing insights and expertise to help them develop their skills and succeed in their roles
  • Assist new joiners with training activities, including onboarding sessions, shadowing opportunities, and hands-on instruction
  • Serve as a point of contact for answering policy-related questions for team members, offering clarification and interpretation to ensure adherence and understanding

Media Operations Specialist

Accenture
Dublin, Ireland
11.2019 - 03.2021
  • Verification & Monetisation Requests: Managed verification and monetisation requests for public figures, content creators, and media companies, ensuring compliance with platform policies and escalating complex issues to tier 2 teams.
  • Customer Support & Triage: Acted as the primary support contact for creators and media companies, resolving inbound product queries and efficiently triaging requests to appropriate teams for resolution.
  • Innovation & Process Improvement: Introduced and implemented innovative ideas to enhance the functionality of tools used, contributing to overall process improvement and operational efficiency.
  • Investigative Skills & Cultural Sensitivity: Developed investigative skills to identify and verify sources across various cultural contexts, ensuring accurate and efficient resolution of verification requests.
  • High-Volume Ticket Management: Efficiently handled a high volume of tickets, ensuring prompt and consistent service delivery in line with SLAs.
  • Cross-Functional Collaboration: Collaborated across departments to drive issue resolution for creators and partners, troubleshooting problems, and ensuring quick turnaround times.
  • Charity Support Initiatives: Provided support for charitable organisations, assisting with payments, queries, and resolving related issues as part of social initiatives.

Payment Specialist

Accenture
Dublin, Ireland
02.2018 - 11.2019
  • Providing quality customer service by achieving consistent customer satisfaction ratings (CSAT), resolving cases efficiently, and utilizing time productively.
  • Assisting users with payments, billing system queries, and any other platform-related issues.
  • Account Safety & Fraud Prevention: Supported users in protecting account safety and privacy by analysing risks, identifying fraudulent activities, and implementing risk mitigation measures.
  • Escalating High-Risk Cases: Proactively escalated potential high-risk cases to legal teams, providing detailed context and risk analysis, and following up on their outcomes to ensure resolution.
  • Platform Improvement & Risk Management: Contributed to creating a safer, more secure platform by collaborating with cross-functional teams to implement risk frameworks that improve user experience and reduce fraud exposure.
  • Training & Development: Trained new team members, emphasising best practices in handling risk and improving overall compliance with company policies.
  • Process Improvement & Risk Awareness: Identified and recommended process improvements with a focus on reducing operational risks, improving efficiencies, and ensuring adherence to policies.
  • Project Involvement: Assisted SMB agents and account managers with internal processes, helping them enhance customer service while maintaining a strong focus on risk management and compliance.
  • Proactive Risk Identification: Actively monitored the client's business and operational activities to identify potential risks, ensuring ongoing awareness and mitigation strategies were in place.

Education

Political Science -

Pedagogical University of Kraków
Kraków, Poland
06-2015

International Relations -

Cukurova University
Adana, Turkey
06-2014

Skills

  • Communication
  • International Relations
  • Translations
  • Political Science
  • Customer Service
  • Customer Satisfaction
  • Detail Oriented
  • Product Quality
  • Template Creation
  • Self Motivation
  • Analytical Skills
  • Multitasking
  • Interpersonal Communication
  • Problem-Solving
  • Conflict Resolution
  • Goal Setting
  • Analytical Thinking
  • Organizational Skills
  • Operational Efficiency
  • Risk Management
  • Adaptability
  • Quality Improvement
  • Quality Assurance
  • Onboarding
  • Policy Design
  • Training and mentoring

Languages

English
Full Professional
Turkish
Native/ Bilingual

Timeline

SME Partner Operations Specialist

Accenture
01.2022 - Current

Senior Media Operations Specialist

Accenture
03.2021 - 01.2022

Media Operations Specialist

Accenture
11.2019 - 03.2021

Payment Specialist

Accenture
02.2018 - 11.2019

Political Science -

Pedagogical University of Kraków

International Relations -

Cukurova University

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Bilal Keser