MUHAMMAD UMER ZAFAR
Sydney,Australia
Summary
IT Networking graduate equipped with strong technical troubleshooting skills and a track record of boosting customer satisfaction. Collaborated with teams to refine service delivery and trained new staff in best practices. Aspiring to leverage these skills in IT Support, Service Desk, or Cyber Security roles.
Overview
1
1
Certification
11
11
years of professional experience
Work History
Customer Service Consultant
Tech Savvy Pvt Ltd
06.2024 - Current
- Resolved customer inquiries through various communication channels efficiently.
- Collaborated with teams to enhance service delivery and boost customer satisfaction.
- Managed customer accounts and systematically maintained accurate records to ensure data integrity.
- Trained new staff on company policies and customer service best practices.
- Analyzed customer feedback data to uncover trends impacting sales and service performance.
- Performed troubleshooting steps to identify root cause of technical problems.
- Utilized various software applications such as CRMs and databases for tracking customer interactions.
- Conducted outbound calls to follow up on pending orders or resolve ongoing issues quickly.
- Adhered to company policies while providing excellent customer service.
- Demonstrated strong organizational skills by managing multiple tasks simultaneously under tight deadlines.
- Processed orders, returns and exchanges efficiently following established procedures.
Disability Support Worker
Any Time Care Pty Ltd
05.2020 - 09.2024
- Utilized strong assessment skills to determine necessary client care and daily function assistance.
- Collaborated with healthcare professionals to implement care plans.
- Monitored client progress and reported any changes in behavior or health conditions to supervisor.
- Maintained accurate records of client progress and health status.
- Trained new staff on best practices in disability support services.
- Facilitated communication between nonverbal individuals using sign language or other methods.
- Organized recreational activities to promote client participation and enjoyment.
Assistant Manager
Chocolate Room Café, Lahore
Lahore
05.2015 - 12.2019
- Managed customer service inquiries and complaints in a timely manner.
- Trained staff on customer service and product knowledge techniques.
- Coordinated team schedules to optimize coverage during peak hours.
- Managed inventory levels and organized stock for efficient service.
- Resolved conflicts between team members in an effective manner.
- Ensured compliance with safety regulations and company policies.
Education
Professional Year Program -
Education Centre of Australia
01-2023
Master - IT Networking
Melbourne Institute of Technology
01-2021
Bachelor - Business Administration
The University of Lahore
01-2014
Skills
Customer feedback analysis
- CRM management
- Data analysis
- Technical troubleshooting
- Call center experience
- Payment processing
- Report creation
- Data entry
- Staff training
- Team collaboration
- Escalation management
- Conflict resolution
- Executive management support
Certification
Fundamentals of Cyber Security
Timeline
Customer Service Consultant
Tech Savvy Pvt Ltd
06.2024 - Current
Disability Support Worker
Any Time Care Pty Ltd
05.2020 - 09.2024
Assistant Manager
Chocolate Room Café, Lahore
05.2015 - 12.2019
Professional Year Program -
Education Centre of Australia
Master - IT Networking
Melbourne Institute of Technology
Bachelor - Business Administration
The University of Lahore