Ahmed Nafiz Zahir

8/16 New Street

North Parramatta

NSW- 2151

Mobile: 0431654540

Email: anafizz@yahoo.com

Capability statement

Contact center/ Project leader with almost 5 years of experience in Telecommunication industry and

over 6months of case management experience in warranty department. Main area of expertise covers

the field of Business process re-engineering, recruitment and training, quality control, customer

relations and organizational change.

Qualifications

Bachelor of Business Administration- University of Wollongong

Masters of Strategic Management (part time)- University of Wollongong

Career Summary

Samsung Electronics Australia 2IC (Samsung Recall units) May 2014- Current

Samsung Electronics Australia Team Leader August 2012- May 2014

Samsung Electronics Australia Customer Support officer June 2010- January 2012

Objective :

Work in a challenging and agitating environment with opportunity to use my current experience and to

improve my knowledge and enhance my experience. I am a sincere, loyal and dedicated individual who

has a great deal of ambition. Seeking a challenging opportunity where I will be able to exploit my

organizational skills, educational background, and ability to work well with people to improve me

professionally and personally.

Professional Experiences:

Product 2IC: Samsung Electronics Australia May 2014- current

• Providing accurate and timely information and advice about product safety issues to team

members, suppliers and key consumer and business representative groups;

• Approving allocation of warranty services to agents everyday and provide remedy according to

ACL and ACCC.

• Monitoring business activities and investigating products and services that may adversely affect

the safety of consumers, including negotiating product recalls with suppliers;

• Reports to the Team Leader, Product Safety and is a member of the Investigation and

Inspections section.

• Identifying potential breaches of legislation by analysing consumer complaints, information

provided by the public, marketplace product compliance monitoring and the inspection and

preliminary testing of products for compliance against safety standards;

• Provide consultation regarding technical support, warranty recovery limitations that assists

clients making smart decisions for faster resolution.

• Under direction and in accordance with established policies and procedures, conduct

investigations into alleged breaches of legislation by gathering and analyzing evidence

• Assist other team member to process warranty exchange/ refund.

• Responding to general inquiries from retailers, distributors, courier and warehouse for better

customer experience.

• Assisting clients with compensation cases by decision making ability and processing claim.

Team leader (Samsung HHP customer care) 2010- May 2014

• Reporting to line manager and communicate with client regarding daily performance.

• Recruitment and selection of agents suitable for available position.

• Evaluating team performance and provide feedback for improvement.

• Assisting management implementing strategies in multiple projects for significant result.

• Working as a mentor and provide training to new agents and assisting to other co-workers with

any complicated issue.

• Managing knowledge base system and provide feedback every month for most updated

information.

• Managing the team in a complex situation by providing sole support for internal operation as an

escalation supervisor.

• Demonstrate outstanding skills in proficiency and receptiveness in variety of areas.

• Track and measure the effectiveness of social media services and reporting feedback to head

office.

Customer Support Officer (Samsung HHP customer care) 2010- May 2014

• Deliver service and support to end-users using and operating automated call distribution phone

software, via remote connection or over the Internet;

• Interact with customers to provide and process information in response to inquiries, concerns,

and requests about products and services;

• Gather customer’s information and determine the issue by evaluating and analyzing the

symptoms;

• Research required information using available resources;

• Follow standard processes and procedures;

• Identify and escalate priority issues per Client specifications;

• Redirect problems to appropriate resource;

• Accurately process and record call transactions using a computer and designated tracking

software;

• Offer alternative solutions where appropriate with the objective of retaining customers’ and

clients’ business;

• Organize ideas and communicate oral messages appropriate to listeners and situations;

• Follow up and make scheduled call backs to customers where necessary;

Education:

Masters in Commerce (Part Time) 2011-current

University of Wollongong

Bachelor of Business Administration 2006-2009

University of Wollongong

Diploma in Business Plus 2004-2006

Wollongong University College

Higher School Certificate

Notre Dame College, Bangladesh

CGPA: 3.5

Computer Skills:

Microsoft Power Point, Microsoft Word, Microsoft Excel, Microsoft Access, Microsoft Outlook,

Statistical Package for the Social Sciences (SPSS), Simply Objects, MYOB

Platform(s):

Windows 95, 98, XP, Vista, Windows 7, Windows 8

Language:

Fluent with Bengali, Hindi, English and Urdu

Referees:

Details can be provided upon request.