Mohammed Monaf

Joined worlds #1 job site at Indeed, “mission helping people get jobs” managing accounts, collaborating with product team and directors of fortune 1000 companies to build and execute product vision

• Improved processes, operations and search quality on the platform from troubleshooting to innovating new ideas into indeed
• Transforming Customer Experience: Spearheading initiatives to elevate customer satisfaction by implementing innovative strategies and processes, resulting in a substantial increase in positive feedback and NPS scores
• Building Collaborative Partnerships: Cultivating strong, long-lasting relationships with clients
• Experience in customer journey management and its alignment to platform development and design
• Driving Revenue Growth: Leveraging customer success data and insights to identify up-sell and cross-sell opportunities, contributing to a 15% boost in account expansion and overall revenue generation
• I managed one book of business from £500,000 to managing three books and generating and retaining revenue of £2 Million plus
• Utilising customer data and analytics to uncover trends and pain points
• Served as subject-matter expert with strong technical expertise.
• Achieved high customer retention with concerted engagement.
• Managing multiple Vendors and ATS migrations.
• Transformed systems and processes to boost efficiency.
• Onboarded clients and tailored products to business requirements.
• Trained users to utilise platform and new software features.

• Asset Management for all VeriFone hardware
• Managing the technical support for all daily VeriFone replacement parts for merchants
• Managing Accounts of FIS, Global Payments, Retail Merchant Services (RMS) and Merchant Rentals
• Analysing Software issues and errors and reporting to developers, second- line support and Management
• Working with service delivery managers (SDM) on system improvements and giving recommendations to management
• Providing daily support to commercial service team members on all VeriFone software and technical exceptions issues that arise on a daily basis.

Co-Founded and led MeritEmploy.com as CEO, building the world's first blind recruitment job site. Eradicating bias and discrimination from the hiring process.

• Oversaw budgetary and financial activities and implemented strategies to grow business and profits.
• Spearheaded expansion strategies to increase business. market share, drive growth and increase customer base.
• Developed and implemented 5 year strategic Roadmap plan informing future business expectations and direction.
• Devised key initiatives that drove substantial business growth.
• Secured seed funding until exit.
• Scaled the company to over 25,000 users.
• Built a 2 second bias parsing software.
• Experience project managing and working with venture capital funding.
• Dev Ops methodology and product testing
• Working with system integrations, API, google and android software's.

• Compiled reports to showcase equality and inclusion disparities within companies.
• Revised and updated communication to remove discriminatory language or statements.
• Helped develop and refine tools, frameworks and resources for promoting inclusion in company activities.
• Organised events and campaigns to raise awareness and celebrate diversity.
• Trained hiring managers on selection, management and retention of diverse staff.
• Assessed community needs and promoted cohesion to attain diversity and inclusion.
• Mentored and trained staff on equality and inclusion issues, tools and practices.
• Reviewed hiring criteria to detect and eliminate bias.

• Served as first point of customer contact on technical and service related problems
• Provided technical support to customers on operational or maintenance aspects of system and equipment
• Answered customers calls to assist with product or application related inquiries
• Assisted customers with installation or training related inquiries
• Followed documentation and training materials to diagnose and resolve customer's calls
• Identify mechanical, hardware, software and systems failures, using established procedures; such as remote desk top dialing in to systems and resolving issues
• Determine most cost effective repair/resolution to minimize customer downtime
• Log all call activity into Help Desk database (Amdocs)
• Developed and maintained positive customer relations; coordinated with various functions within the company to ensure customer requests are handled appropriately and in a timely manner.

• Account manager of Asda, Waterstones, HMV, Boots, Abbey National & Lloyds TSB.

• Completed logistics functions within a computerised distribution operations environment.

• Dealing with repair vendors on a daily basis.

• Stock management.

• Database management.

• Processing repaired parts into stock.

• Raising call references on RCMSA.

• Requesting online and e-mail RMA, for Ingenico and VeriFone.

• Handling queries and e-mail on a daily basis.

• Managing the department calls and monitoring the team room.

• Processing warranty claims via CPPS which IBM service providers would log on e-claim website. This included checking the validity of claims and assessing whether or not the service providers needed a part.
• Responsible for providing a high standard of customer service to IBM business partners.
• Nurtured customers within account base to support continued robust pipeline of opportunities.
• Leveraged strong ambition and business acumen, regularly exceeding targets and expectations.