MOHAMMED ZAKRIYA
Bangalore
Summary
A seasoned professional with extensive experience in Customer Success and Client Onboarding, particularly within the hybrid cloud and IT sectors. I specialize in driving customer satisfaction and ensuring seamless platform adoption in both B2C and B2B environments. My strengths include leading SaaS onboarding processes, resolving complex issues efficiently, and fostering clear communication across teams. With deep expertise in the hybrid cloud industry, I am dedicated to delivering impactful solutions and building strong, lasting client relationships.
Overview
5
5
years of professional experience
Work History
Customer Enablement Executive
UnitedLayer
Bangalore
03.2023 - Current
- Customer Onboarding & Success: Led customer onboarding processes for UnityOne, ensuring smooth integration and adoption of the platform, while acting as the primary point of contact for key clients.
- Demo Content Creation: Developed and delivered demo clips and training videos for Unity platforms, collaborating with the marketing team to support sales, training, and client onboarding.
- Cross-functional Collaboration: Worked with UI, product, and development teams on projects such as website creation, feature updates, reporting bugs, and user guide enhancements, ensuring consistent and up-to-date content.
- Client Engagement & Training: Acted as the primary point of contact for key clients, leading training sessions for over 100 client members on UnityOne and facilitating device onboarding.
- Contributed to the creation of a comprehensive UnityOne product training certification program.
- Assisted sales team by providing technical expertise during the sales process.
- Implemented feedback loops from customers into product development processes.
- Managed customer inquiries and complaints in a professional manner.
- Drove customer escalations to resolution by engaging directly with clients.
Senior Associate - Distributed Support
ITILITE Technologies Private Limited
Bangalore
12.2022 - 03.2023
- Close product issues and new feature requests by coordinating with multiple teams and customers.
- Provided feedback to product team by checking random features and reported technical glitches to technical team.
- Solution designing for customer T&E program with ITILITE Online Application.
- Finding areas of implementation that can be automated and working with the product and customer success teams to automate them.
Operations Associate-2
ITILITE Technologies Private Limited
Bangalore
10.2021 - 11.2022
- Spearheaded the identification and resolution of process flow loopholes, resulting in an 8% decrease in man-hours through automation.
- In addition to boosting business at clients' locations. I trained clients on how to use the platform, so their experience would be hassle-free, and they get more familiarized with the product.
- Implemented effective training methods for new colleagues, utilizing hands-on learning techniques and roleplays.
- Collaborated with internal teams to resolve complex customer requests or complaints quickly and effectively.
Client Relationship Officer
ECPL
Bangalore
01.2020 - 05.2021
- Worked for the campaign called ERI Global to provide specialized services and solutions to hospitals and physicians in the area of third-party liability (TPL)
- Managed internal quality audits for 4 LOBs within the USA Auto Insurance sector, following HIPAA guidelines to ensure the confidentiality of patient and employee data.
- Delivering optimal solutions and ensuring client satisfaction while providing exceptional customer support through addressing concerns, displaying empathy, and resolving issues promptly.
- Resolved discrepancies between insurance companies and patients regarding payment of bills.
Education
Bachelor of Commerce - Marketing
IVU
Bangalore03-2020
Commerce
ICPEM College
Bangalore03-2017
Skills
- Client Facing
- Problem Solving Skills
- Client Onboarding
- Product Support
- Product Adoption
- Customer Relationship Building
- Hybrid Cloud Knowledge
- Proficient in Salesforce
Accomplishments
- Keep it up Award
Languages
Hindi
First Language
English
Advanced (C1)
C1
Kannada
Intermediate (B1)
B1
Timeline
Customer Enablement Executive
UnitedLayer
03.2023 - Current
Senior Associate - Distributed Support
ITILITE Technologies Private Limited
12.2022 - 03.2023
Operations Associate-2
ITILITE Technologies Private Limited
10.2021 - 11.2022
Client Relationship Officer
ECPL
01.2020 - 05.2021
Bachelor of Commerce - Marketing
IVU
Commerce
ICPEM College
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