Ahmed Nafiz Zahir has over 5 years of experience in telecommunications and 6 months of case management experience. He has a Bachelor's in Business Administration and a Master's in Strategic Management from the University of Wollongong. He is currently a Product 2IC at Samsung Electronics Australia, where he approves warranty services, monitors business activities, and responds to inquiries. Previously he was a Team Leader and Customer Support Officer at Samsung, where he provided training, tracked social media, and resolved customer issues. He is seeking a challenging opportunity to further develop his skills and experience.

1. 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.

2. 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.

3. 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;

4. • 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.