Mahammad A. Email & Phone Number

United Kingdom

In my role as a High Touch Operations Manager at Cisco, I bridge the gap between our clients and Cisco's support services, ensuring they get the most out of their technology investments. I work closely with customers to understand their unique needs and challenges, coordinating resources and solutions that keep their operations running smoothly. By fostering strong relationships and maintaining open lines of communication, I help clients navigate complex issues and achieve their goals. My passion lies in delivering exceptional service and ensuring that every client feels supported and valued.

London, England, United Kingdom

Core Responsibilities:• Led customer success projects, aligning with customer goals and maximizing value through strategic collaboration.• Developed and implemented strategies to enhance business value and drive adoption of Cisco's technology, reducing customer attrition.• Coordinated with sales, support, renewals, and product management teams for seamless customer experiences.• Engaged with customers proactively to identify opportunities and offer guidance, boosting satisfaction and retention.• Organised enablement sessions and provided resources to empower customers in using Cisco products and services.• Used tools such as Salesforce, Tableau, Excel, PowerApps, and Generative AI for creating reports, dashboards, and internal portals.Stretch Responsibilities:• Made decisions affecting customer, operational, program, and service objectives, guided by policies, budgets, and business plans, leading to improvements.• Led programs for customer adoption and growth, collaborating with internal Customer Experience teams, Sales Account teams, and UKI Partners.• Engaged customers through digital channels and 1:1 interactions, focusing on Success Programs with complex and strategic accounts.• Managed high Annual Recurring Revenue (ARR) customers, focusing on Networking, Security, and Cloud software solutions.• Consistently exceeded quarterly customer success targets, significantly impacting business performance.Achievements:• Reduced customer attrition through strategic initiatives and proactive engagement.• Significantly elevated customer satisfaction by identifying opportunities and providing expert guidance.• Contributed to business and process enhancements through strategic decision-making and execution.

London, United Kingdom

Through the 3-year Apprenticeship Program, increasing personal and professional aptitudes and capabilities by working cross-functionally across the business. This incorporated an assortment of abilities, from deployment and troubleshooting of Cisco's hardwares in lab situations, to understanding and creating of marketing and communications sites. Extra ranges of abilities include the comprehension of business operations, administration and sales strategies undertaken within Cisco. The following are the roles experienced:- CX (Customer Experience) Labs - Lab Technician & Administration- CX Delivery (Architectures & Engineering) - Consulting Engineer- Data Center & Multicloud - Technical Solutions Architect- Cisco Networking Academy UKI - Marketing & Communications- Systems Engineer- Communications Manager- Customer Success Manager

London, United Kingdom

- Working backstage, processing deliveries as quickly and efficiently as possible- Receiving deliveries, storing them and tracking stock movements- Overcoming challenges of late deliveries, customer complaints and limited workspace

London, United Kingdom

- Scheduled and organised rotas to ensure that hours are allocated correctly to staff- Managed a small team to perform tasks such as applying promotional offers on a fortnightly basis- Operated online store catalogue to support with identifying product availability and services for customers - Organised daily scrum meetings with department colleagues to provide updates with store progress and delegated tasks and duties to individuals- Adapted in undertaking different departmental duties to assist with shortage of staff- Prioritised tasks under pressure to ensure that critical items are addressed immediately - Demonstrated use of equipment as well as providing mentoring and guidance to new and existing colleagues- Supported with first aid emergency situations through contacting paramedics and controlling large crowds of customers- Maintained the workplace to ensure that the shop floor facilities are kept clean and tidy against the store standards to retain customer satisfaction- Worked long hours and offered overtime commitments regularly, especially during holiday periods

Bachelor'S Degree, Computer Systems Networking And Telecommunications

A Level, English Literature

Gcse