Mohammed Zahran

Experience

• 

  Vodafone

  Jul 2015 - Sept 2015

  Customer Service Representative
• 

  Vodafone

  Jul 2017 - Oct 2017

  Customer Service Agent

  ▪ Customer care▪ Problem solving▪ Accuracy in handling all assigned tasks▪ Attendance and Punctuality▪ Teamwork spirit▪ Flexibility

• 

  Noon Academy

  Feb 2019 - Apr 2019

  Business Development Intern

  -Market Research & Data Analysis-Determine Business Strategy & Go to Market -Sales

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  Eventy online

  Feb 2019 - Apr 2019

  Business Development Intern

  -Event Organisation-Marketing & Business Development workshop

• 

  Orange Business Services

  Oct 2019 - Jul 2021

  Incident Management Specialist

  - Handled over 1000 incidents per month for various IT services such as network, cloud, security, and applications.- Followed the ITIL framework and best practices for incident management, including classification, prioritization, escalation, resolution, and closure.- Overseeing daily operations during designated shifts, supervise employees, and ensure that our customers receive outstanding service- Monitored the performance and availability of IT services using various tools and dashboards.- Reduced the backlog from 30-20% and regularly following up with the relevant team to keep our customer in loop. Show less

• 

  VMware

  Jul 2021 - Apr 2024

  - Managed a portfolio of over 50 enterprise customers using Aria Suite, ensuring their satisfaction, retention, and growth.- Provided strategic guidance and best practices on how to optimize their subscription business models, billing processes, and revenue recognition.- Conducted regular business reviews, quarterly health checks, and renewal negotiations with key stakeholders and decision-makers.- Collaborated with cross-functional teams such as sales, engineering, product, and support to deliver solutions and resolve issues.- Achieved a 95% customer satisfaction rate and a 90% renewal rate. Show less

  • Customer Success Manager

    Jan 2023 - Apr 2024

  • Cloud Customer Success Specialist

    Jul 2021 - Jan 2023
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  Docusign

  May 2024 - now

  Renewal Specialist