AFZAL AHMED SHARIFF

• Provided high-quality customer support for NA ensuring quick and efficient resolution of inquiries.
• Assisted in creating training documentation and standard operating procedures to enhance new hire onboarding.
• Acted as a helpdesk agent, guiding agents through processes and ensuring they handled chats correctly.
• Addressed agent queries in real time, helping them navigate complex customer interactions and apply the correct processes.
• Managed the dashboard to monitor chat queues, ensuring prompt responses and assisting agents in real-time.
• Escalated unresolved or critical issues to the leaders for further action.
• Regularly provided constructive feedback to agents when mistakes were identified, ensuring continuous improvement.
• Adapted to different time zones and shift schedules to ensure uninterrupted team support.

• Handled International project in Order Management, RMA, Operations client management.
• Provide real-time assistance to customers via chat, addressing inquiries and resolving issues promptly.
• Training new folks.
• End to end operations of Project.
• Worked with CRM applications like Sales force, IMS, Zendesk, and SAP.
• Identified opportunities for continuous improvement through data analysis and process evaluation.
• Scheduled the appropriate number of employees to complete production line tasks.
• Researched and addressed customer inquiries, questions, and issues within business days to promote optimal customer service.
• Handled customer credit applications and partnered with credit manager for approval and account setup.
• Cross-trained existing employees to maximize team agility and performance.
• Created shipping and invoicing documents with accurate customer, destination and materials information to meet shipper standards and identify any hazardous contents.

• Participated in team-building activities to enhance working relationships
• Demonstrated respect, friendliness, and willingness to help wherever needed
• Worked with customers to understand needs and provide excellent service
• Used Microsoft Word and other software tools to create documents and other communications
• Resolved problems, improved operations and provided exceptional service
• Created spreadsheets using Microsoft Excel for daily, weekly, and monthly reporting.

• Troubleshoot and tested client-reported product defects and liaised with quality assurance for deployment of fixes
• Resolved technical issues for clients through effective troubleshooting and problem-solving techniques
• Enhanced customer satisfaction by providing timely and accurate product support
• Tested new software and hardware prior to deployment
• Generated reports to track performance and analyze trends
• Followed up with customers to verify resolution of reported issues and initiated product replacement for unresolved problems
• Performed troubleshooting and tested customer issues via phone, email and remote assistance software
• Captured client feedback and recommended and advocated for product enhancements based on personal expertise and evaluation of customer needs
• Managed and prioritized multiple projects simultaneously, worked independently and drove results
• Analyzed and applied technical information from interviews with engineers, operators and suppliers.

• Helped individuals and families build and execute wealth management strategies based on unique goals and objectives
• Worked with the High-profile customer's online Sales, all types of Insurances Like Life Insurance
• Term, Health and General
• Delivered strategic investment advice for individual and corporate clients
• Created business plan and identified target customers by interacting on phone and in person, handling basic inquiries and providing quotes
• Met with clients to discuss assets, expenses, and long-term and short-term investment goals to devise personalized financial plans
• Educated clients on various financial matters and provided professional recommendations on investment opportunities, products and services based on individual needs
• Assisted clients with preparing financial plans, conducting investment research, and completing trades and transactions to assess and meet financial goals
• Negotiated favorable terms on behalf of clients when coordinating lending solutions such as mortgages or personal loans.

• Managed customer relations through communication and helpful interactions
• Provided product price information to customers
• Answered incoming telephone calls and processed incoming and outgoing mail to support office staff
• Coached other team members on selling techniques and customer service tactics to meet daily sales goals
• Identified customer needs and wants to enhance customer experiences and boost sales
• Troubleshot minor issues with equipment and tools
• Responded to customer calls and emails to answer questions about products and services.

• Managed daily operations for optimal productivity, ensuring timely completion of tasks
• Documented security transactions such as purchases, sales, and conversions to create in-depth database of clients and transactions completed
• Enhanced team productivity by providing ongoing training, guidance, and support
• Implemented cost-saving measures to reduce expenses without compromising quality or performance.