Affan Ahmed
Salisbury,Australia
Summary
Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
7
7
years of professional experience
Work History
Customer Relations Consultant
Mitsubishi Motors Australia Limited
Adelaide, Australia
12.2023 - Current
- Deliver excellence in Customer Experience by assisting and resolving customer and dealer complaints through the Customer Contact Centre.
- Took ownership of cases and followed up to ensure timely response to customer and dealer enquiries.
- Assisted with reimbursements for customers and dealers and maintained accurate records.
- Provided support to Customer Relations Specialists when required.
- Collaborated with internal and external MMAL stakeholders to resolve customer issues.
- Built enduring relationships with customers by establishing rapport and trust.
Business Analyst Intern
Mitsubishi Motors
Adelaide, Australia
10.2023 - 12.2023
- Collaborated with stakeholders to identify and analyze their requirements.
- Conducted gap analysis to assess current state against desired future state.
- Developed as-is and to-be process maps for improved stakeholder understanding.
- Automated employee onboarding project, reducing workload for HR.
- Utilized Microsoft Power tools to enhance system automation.
- Created flows using Power Platforms integrated with SharePoint to streamline operations.
Customer Care Representative
Mitsubishi Motors Australia Limited
Adelaide, Australia
05.2023 - 10.2023
- Provide customer care to Mitsubishi Motors customers across Australia.
- Handle high volume of calls and emails, while maintaining accuracy and attention to detail in recording the information.
- Coordinate and manage customer service bookings in line with dealership schedules and availability.
- Help customers with warranty issues with the dealerships across Australia.
- Follow up on customers issue by emails or calls.
- Update customer details on SAP CRM portal.
Data and Business Analyst Intern- Capstone Project
GPEx and UniSA
Adelaide, Australia
06.2021 - 12.2021
- Worked with a team under guidance of a mentor for our final project. The final project was data analysis of employee factors (how anxiety affect workplace productivity).
- Created Business Case and Business Report.
- Maintained relationship between project stakeholders.
- Arranged meetings between project team members and stakeholders.
- Developed customized reports that effectively communicate the findings of the analysis.
- Organized data collection and cleaning to ensure data accuracy and completeness.
- Used advanced statistical software, including SPSS, to conduct complex data analysis and interpretation.
- Created visualizations using Power BI and effectively communicating complex findings and insights to key stakeholders.
IT Professional and Customer Support
Khidar Shipping and Logistics
Pakistan
02.2018 - 12.2018
- Update weekly monthly shipment schedule.
- Troubleshooting IT related issues and making sure the employees are using the correct licensed software.
- Communicate with clients and vendors.
- Addressed queries about shipments and proactively communicated any delays to clients.
- Record events and problems and follow-up with clients about their products.
Education
Professional Year -
William Light Institute
Australia01.2024
Master of Information Technology - Enterprise Management
University Of South Australia
Australia12-2021
B.S (HONS) - Computer Sciences in Mobile Computing
Limkokwing University College of Creative Technology
Malaysia12-2016
Skills
- Microsoft Excel
- Hardware and software upgrades
- SAP CRM
- Microsoft Dynamics 365
- Power BI and Power Platform
- Troubleshooting expertise
- MS Office 365
References
References available upon request.
Timeline
Customer Relations Consultant
Mitsubishi Motors Australia Limited
12.2023 - Current
Business Analyst Intern
Mitsubishi Motors
10.2023 - 12.2023
Customer Care Representative
Mitsubishi Motors Australia Limited
05.2023 - 10.2023
Data and Business Analyst Intern- Capstone Project
GPEx and UniSA
06.2021 - 12.2021
IT Professional and Customer Support
Khidar Shipping and Logistics
02.2018 - 12.2018
Professional Year -
William Light Institute
Master of Information Technology - Enterprise Management
University Of South Australia
B.S (HONS) - Computer Sciences in Mobile Computing
Limkokwing University College of Creative Technology
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