MUHAMMAD MAJID AKRAM
Wallan,VICTORIA
Summary
Results-driven IT professional with proven expertise in customer service and technical support. Demonstrated success in enhancing customer satisfaction through efficient complaint resolution and CRM management at Epic Computers. Leverages strong problem-solving abilities and technical knowledge to exceed sales targets while maintaining exceptional professionalism under pressure. Combines technical aptitude with customer-focused communication skills to deliver outstanding service across diverse environments.
Overview
8
8
years of professional experience
Work History
Freelancing
Airtasker
Melbourne, VIC
09.2018 - Current
- Managed multiple projects simultaneously while maintaining a high level of attention to detail and organization.
- Negotiated contracts with both clients and vendors effectively, ensuring mutually-beneficial terms were agreed upon.
- Enhanced client satisfaction by delivering high-quality work within deadlines.
- Analyzed user feedback to gather input and identify areas required for improvement.
Security Officer
Alliance Protection
All Melbourne
01.2020 - 04.2024
- Various roles according to the job
CUSTOMER SERVICE COORDINATOR
FCS
Melbourne, VIC
01.2023 - 01.2024
- Delivered exceptional customer service by efficiently addressing customer needs and implementing prompt solutions to complex problems
- Orchestrated order processing, shipping, and delivery schedules, ensuring 100% on-time product delivery to customers
- Managed high-volume customer interactions daily while maintaining a positive attitude and customer-first approach
- Handled escalated customer issues with empathy and strategic problem-solving, collaborating with management to achieve optimal resolutions
- Streamlined logistics coordination for customer orders, improving delivery efficiency and customer satisfaction
- Demonstrated superior time management and multitasking abilities while managing high call volumes
- Cultivated strong customer relationships that directly contributed to increased repeat business
- Exceeded monthly sales targets through strategic upselling of relevant products and services
- Implemented personalized customer assistance strategies that maximized retention rates
- Maintained exceptional professionalism during challenging situations, effectively de-escalating tensions
- Developed and implemented solutions that measurably reduced customer complaint frequency
CUSTOMER SERVICE AGENT
Coles
Vermont, VIC
01.2021 - 01.2022
- Demonstrated exceptional empathy in challenging customer interactions, building trust and fostering customer loyalty
- Resolved customer inquiries and concerns efficiently, resulting in measurable improvements in satisfaction metrics
CUSTOMER SERVICE REPRESENTATIVE
Reflect Recruitment
Melbourne, VIC
01.2020 - 01.2021
- Expertly managed escalations from dissatisfied customers, collaborating with management to implement timely resolutions that protected brand reputation
- Served high volumes of customers daily while consistently maintaining a positive attitude and customer-centric focus
- Effectively communicated product features and benefits, enabling customers to make well-informed purchasing decisions
- Identified and resolved customer account discrepancies with accuracy and attention to detail
- Consistently met or exceeded all performance metrics, contributing significantly to company goal achievement
- Maintained unwavering professionalism in all customer interactions, ensuring consistently positive experiences
- Demonstrated exceptional stress management in high-pressure situations while effectively resolving disputes
- Utilized active listening techniques to identify customer needs, quickly addressing concerns and appropriately escalating major issues
- Implemented forward-thinking customer satisfaction strategies focused on anticipating and addressing customer needs
IT SUPPORT ENGINEER
Epic Computers
Kyabram, VIC
01.2018 - 01.2020
Education
Master of Software Engineering - undefined
Federation University Australia
Ballarat, VIC12.2019
Skills
- Technical Issue Resolution
- Customer Relationship Management
- Call Center Operations
- CRM Software Proficiency
- Advanced Problem-solving
- Customer Support Excellence
- Programming Skills
- Database Management
- Digital Marketing
- E-commerce Administration
- Front-end Development
Timeline
CUSTOMER SERVICE COORDINATOR
FCS
01.2023 - 01.2024
CUSTOMER SERVICE AGENT
Coles
01.2021 - 01.2022
Security Officer
Alliance Protection
01.2020 - 04.2024
CUSTOMER SERVICE REPRESENTATIVE
Reflect Recruitment
01.2020 - 01.2021
Freelancing
Airtasker
09.2018 - Current
IT SUPPORT ENGINEER
Epic Computers
01.2018 - 01.2020
Master of Software Engineering - undefined
Federation University Australia