UZMA BILAL
Hamilton,Canada
Summary
Dynamic professional with extensive experience with Alectra Utilities systems and CC&B, excelling in customer relationship management and conflict resolution. Proven track record in negotiating flexible payment arrangements and enhancing customer satisfaction. Adept at credit analysis and fostering team collaboration, consistently achieving high performance metrics in collections and billing processes.
Overview
11
11
years of professional experience
Work History
Temporary Credit & Collections Representative
Alectra Utilities Formerly Guelph Hydro
09.2025 - Current
- Handling collection activities for electric and water accounts: reminder notices, final notices, and collection calls.
- Processing customers' payments received through cheques, pay directs, credit cards, and EFTs.
- Handle payment-related processes such as pre-authorized payments (PAP), equal payment plans, payment transfers, and refunds.
- Generate final notices for customers with delinquent accounts, and OESP letters for low-income customers with financial assistance close to expiration.
- Creating flexible payment arrangements for customers, and offering OESP and LEAP to low-income customers requiring extended terms, as per OEB guidelines.
- Downloading, balancing, and posting of lockbox payments, and transmitting preauthorized payments from the Company's bank.
- Reverse payments back-charged by RBC-send letters to customers requesting payments.
- Investigate misapplied customer payments between Guelph Hydro and Alectra Utilities. Ensure proper allocation of payment and update the accounting department to reflect corrected transactions.
Collections Officer
NCRi Inc /Alectra Utilities
Mississauga, ON
03.2023 - 08.2025
- Helping customers understand account charges, resolving inquiries about high bills, and suggesting ways to lower consumption and costs.
- Accept payments over the phone with their bank accounts and update billing records, ensuring accuracy and security.
- Submitting requests on the CC&B (Customer Care and Billing) to allocate payments for water and hydro services.
- Responding to customer inquiries regarding pre-authorized payments and promoting Alectra Utilities' web portal for online account management. Entering and updating access notes and customer contact information in CC&B.
- Creating flexible payment plans and arrangements according to OEB (Ontario Energy Board) regulations for outstanding balances on reminder and final notices.
- Scheduling customer reconnections on accounts that have already been disconnected due to nonpayment and issuing field activity for external work to be completed.
- Educating customers about OESP (Ontario Electricity Support Program) and LEAP (Low Energy Assistance Program), and directing customers needing financial assistance to social agencies and community support partners.
- Managed customer accounts to facilitate timely payments and resolve discrepancies.
- Negotiated payment plans with customers to ensure compliance with company policies.
- Collaborated with billing and moves team members to streamline collection processes and improve efficiency.
- Conducted regular follow-ups with customers regarding outstanding balances and payment options.
Loyalty and Retention Specialist
Bell Canada
Toronto, ON
01.2021 - 02.2023
- Handled general and billing inquiries about Bell products and services in Siebel and CRM, ensuring customer satisfaction through follow-up.
- Collaborated with Sales, Marketing, and extended account teams to develop and implement effective retention strategies.
- Acquired new customers and created Port-in requests for new Bell customers moving from another service provider, and suggested cost-effective bundle offers.
- Achieved and exceeded individual and team sales targets and performance metrics, and provided Billing training to newly hired Bell Canada billing agents.
- Provided customized solutions based on individual customer needs and promoted loyalty programs and incentives to prevent service termination.
- Offered rewards for loyal Bell customers, including special retention offers such as discounts or service upgrades.
- Educated existing Bell customers on new products and plans to maintain strong and long-lasting relationships.
- Maintained accurate records of interaction, offers, and agreements on customers' accounts in CRM.
Billing and Payments Officer
Bell Canada
Toronto, ON
07.2021 - 12.2021
- Answered incoming calls to offer clients telecommunication solutions.
- Handled sensitive payment information over the phone while ensuring compliance with security protocols.
- Managed payments and answered queries from customers regarding invoices.
- Managed billing disputes on the customers' accounts and issued credits through SAP.
- Issued refund cheques to the customers, managed the status of accounts and balances, and identified inconsistencies.
- Managed call logs/history on the customer's profile.
- Ensured billing & credit policies were adhered to and updated accordingly to mitigate financial risk.
Telephone Agent - Ontario Vaccine Campaign against Covid-19
Service Ontario
Toronto
01.2021 - 07.2021
- Provided telephone assistance to citizens regarding online appointment scheduling for vaccination against COVID-19.
- Assisted citizens by educating them regarding the government's vaccination policies and directing them to other agencies.
- Interpreted and translated information and complex processes by discussing them among the peer group and anticipating ambiguity.
- Recognized as a Subject Matter Expert by securing my team's highest customer satisfaction rating.
- Spearheaded training and development programs for the launch of new initiatives as part of the Ontario Government Vaccination.
Inventory Maintenance Associate
Walmart
Mississauga, ON
07.2015 - 12.2020
- Ensured customers were satisfied with the flooring experience from initial greetings to order completion.
- Responded to telephone inquiries, providing quality service to customers inquiring about the availability of the products.
- Completed price changes every week.
- Picked and binned merchandise from automated systems.
- Corrected perpetual inventory and shelf capacity errors.
- Conducted backroom bin audits and finalized counts.
Education
Post Graduate Certificate - Engineering Management
Sheridan College
Oakville, ONMaster of Electrical Engineering -
N.E.D University of Engineering And Technology
Karachi, PakistanSkills
- Customer relationship management
- Conflict resolution
- Negotiation skills
- Team collaboration
- Effective communication
- Problem solving
- Attention to detail
- Credit analysis
- Payment arrangements
- Negotiation
- Financial counseling
- Balance collection
- Stress management techniques
- Conflict resolution techniques
- Payment posting
- Records management
- Payment plan management
Timeline
Temporary Credit & Collections Representative
Alectra Utilities Formerly Guelph Hydro
09.2025 - Current
Collections Officer
NCRi Inc /Alectra Utilities
03.2023 - 08.2025
Billing and Payments Officer
Bell Canada
07.2021 - 12.2021
Loyalty and Retention Specialist
Bell Canada
01.2021 - 02.2023
Telephone Agent - Ontario Vaccine Campaign against Covid-19
Service Ontario
01.2021 - 07.2021
Inventory Maintenance Associate
Walmart
07.2015 - 12.2020
Post Graduate Certificate - Engineering Management
Sheridan College
Master of Electrical Engineering -
N.E.D University of Engineering And Technology