Ali Sher Khan Afridi

[email protected] • 0422861406 • U103, 1-15 Beddison Rd, Craigieburn 3064

PROFESSIONAL SUMMARY

Results-oriented local and international experience in Customer Support. Acted as a Team lead and Trainer in domestic and international campaigns. Technically smart with strong experience in telephony system technology. Maintained a 92% customer service satisfaction rate straight. Experienced IT professional and sales specialist with expertise in helpdesk support, IT asset management, and customer relations. Skilled in troubleshooting hardware, software, and network issues, managing user accounts, deploying software, and maintaining accurate IT documentation. Proven success in sales, identifying leads, conducting product demonstrations, negotiating contracts, and managing orders. Committed to achieving sales targets and ensuring client satisfaction while effectively responding to market trends and customer inquiries.

WORK EXPERIENCE

Customer Support Executive

02/2016 - 05/2017

ePlanet Communications

• Assist customers in a professional, effective, and clear telephonic manner

• Ensuring customer incidents, requests, and queries are resolved at the 1st level whenever possible

• Providing them with refunds if they are not satisfied with the product results

• Assisting them with the billings and monthly subscriptions

• Providing them discounts or making them aware of new promotional offers

• Making sure that the customer is satisfied with the product

• Managing issues related to mailing and billing

• Guiding new customers about the products that would suit them

• Checklist to unsubscribe product supply for a certain customer in cases of non-payment of bills

Customer Support Executive

05/2017 - 05/2019

Peddle Inc.

• Assist customers in a professional, effective, and clear telephonic manner

• Making sure that the seller is satisfied with the price as per the current market value

• Providing them with free pick-ups

• Giving them the best price they can find

• Managing pictures, car details, and seller’s personal information on their account as per their authority

• Helping them with the scheduling of the pick-up for their cars

• Managing their billings and payment procedures

• Spoke to the carriers on behalf of customers if they had any troubles with the pick-up

• Gathered documentation as required by their state

• If all requirements are met, send seller’s details to the carrier to schedule a pick-up

• Regular interactions with the seller update and discuss about their pick-up and payments

• Making final calls and sending them an email regarding the payment and pick-up

Customer Representative

06/2019 - 05/2020

Australian State Energy Upgrades

• Assist customers regarding state energy upgrade programs, including answering questions about eligibility, application processes, and program benefits

• Address and resolve customer complaints or issues related to the energy upgrade process, ensuring asatisfactory outcome and maintaining customer satisfaction

• Conduct follow-up communications to check on customer satisfaction, address any post-installationissues, and provide additional support as needed

• Maintain accurate and up-to-date records of customer interactions, applications, and program participation in the company’s CRM or database systems

• Collect and document customer feedback on their experience with energy upgrades to help improveservice quality and address any recurring issues

• Inform customers about new or updated energy efficiency programs, special offers, or incentives thatmay be available to them

• Engage in ongoing training and professional development to enhance skills and knowledge related toenergy upgrades and customer service

Desktop Support

03/2021 - 11/2021

Mondelez International

• Level 1 helpdesk support, monitoring, and ticket management (ServiceNow)

• Updating end-user documentation

• Auditing corporate hardware & software

• Maintaining IT assets and asset databases

• Test and deploy new EUC hardware

• Troubleshooting hardware issues

• Troubleshooting Windows OS and Software issues

• Maintain meeting room technology

• User account management for Active Directory/Office365

• Troubleshooting issues related to Office365, MS Teams, Zoom, and Adobe

• Assist with the delivery of other IT-related projects

• Stock management and ordering of office peripherals

On Floor Support Officer

12/2021 - 07/2022

Coles

• Provided first-level technical support to end-users, diagnosing and resolving hardware, software,and network-related issues promptly

• Utilized diagnostic tools such as Windows Performance Toolkit, and hardware diagnostic utilities toidentify and address technical problems efficiently

• Performed maintenance, repairs, and upgrades of desktop computers, laptops, printers, and peripherals

• Installed, configured, and updated software applications, operating systems, and drivers on end-users desktop systems

• Deployed software using tools like Microsoft SCCM

• Manage user accounts, permissions, and access rights using Active Directory

• Conduct training sessions for end-users on how to use desktop systems and software applications effectively

• Provide remote support using collaboration tools like Microsoft Teams, Zoom, and remote desktop software such as TeamViewer

Sales Representative

08/2022 - 03/2024

Your Green Solution

• Identify and pursue potential sales leads and prospects

• Build and maintain relationships with clients through effective communication and follow-up

• Understand and articulate the features, benefits, and value of products or services

• Conduct product demonstrations and presentations to potential customers

• Negotiate terms, prices, and contracts to close sales deals

• Manage and process customer orders, ensuring accuracy and timely fulfillment

• Monitor market trends and competitor activities to identify opportunities and challenges

• Address customer inquiries, concerns, and issues promptly and professionally

• Achieve or exceed assigned sales targets and quotas

• Maintain accurate records of sales activities and report on performance metrics

EDUCATION

Matriculation

St. Jude’s High School

Intermediate

NCR College

Automotive Mechanical Engineering

Central Melbourne Institute