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Mohammed Kalandar Ishrath Manager - Onboarding and Customer Service
Profile

SaaS Implementation Expert | Customer Centric Software Specialist | Payments Solution

Bringing over a decade of experience in IT and customer service, I excel at transforming business challenges into tailored, technology-driven solutions. With a focus on CloudPOS, payment systems and SaaS platforms, I collaborate closely with payment acquirers to deliver seamless integrations that meet unique client needs. Known for turning customer requirements into actionable solutions, I lead smooth onboarding processes, build lasting relationships, and drive exceptional outcomes.

Passionate about leveraging cutting-edge technology, I empower F&B / Retail businesses to optimize operations, simplify workflows, and achieve growth with innovative CloudTech and ERP solutions.

Professional Experience

Nymbl

Manager - Onboarding and Customer Success
Jan 2023 – present | Dubai, UAE
  • •Led and mentored a team of onboarding specialists and customer service representatives, fostering their performance and growth while ensuring consistent delivery of high-quality customer support.
  • •Designed and implemented customer onboarding programs to ensure seamless product adoption, high retention rates, and smooth transition to post-implementation support.
  • •Oversaw end-to-end implementations, managing timelines, resources, and priorities to achieve successful delivery and high customer satisfaction.
  • •Provided ongoing post-implementation support, addressing client queries, resolving issues, and ensuring optimal solution performance.
  • •Assisted in system integrations, collaborating with technical teams to align solutions with customer environments and streamline workflows.
  • •Built and maintained strong customer relationships, effectively managing escalations and driving enhanced satisfaction through proactive communication and issue resolution.
  • •Analyzed customer service metrics and implementation feedback to develop strategies for process improvement, better engagement, and integration optimization.
    • Promotions

    2 times in the span of 4 years at Nymbl

    1. Head - Implementations and Support - 2022

    2. Manager - Onboarding and Customer Service - 2023

    Education

    Computer Science Engineering

    PA College of Engineering
    2013 Mangalore, India
    Mohammed Kalandar Ishrath
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  • •Collaborated with cross-functional teams, including sales, product, and support, to deliver a cohesive and seamless customer experience across the implementation lifecycle.
  • •Acted as a customer advocate, relaying actionable feedback to influence product development, integration strategies, and broader business initiatives.

    • Nymbl

    Implementation Engineer
    Oct 2020 – Dec 2022 | Dubai, UAE
  • •Ensure seamless onboarding, implementation, and successful launch within specified timeframes.
  • •Conduct onsite and online training sessions for clients on application usage and optimal methodologies.
  • •Act as the primary contact for clients, delivering top-tier service and support.
  • •Work collaboratively with internal teams to evaluate, address, and escalate management-intervention cases.
  • •Oversee the implementation project timeline, ensuring milestones are met and managing client expectations throughout the process.

    • HIET

    IT Manager
    Oct 2018 – Oct 2020 | Dubai, UAE

    Takmeel Global

    ERP Specialist
    Jan 2017 – Sep 2018 | Dubai, UAE

    Takmeel Global

    Project Coordinator
    Mar 2015 – Dec 2016 | Dubai, UAE

    Diya Systems

    Technical Specialist
    May 2014 – Feb 2015 | Mangalore, India

    Diya Systems

    Technical Support Engineer
    Sep 2013 – Apr 2014 | Mangalore, India
    Languages
    English, Hindi, Kannada, Malayalam, Tamil, Arabic
    Skills
    SaaS

    Concepts, Platforms, Cloud Computing, Data Management, Business Adaptability

    Software Implementations

    ECR, POS, ERP, Integrated Payments, Ticketing Portals

    ECR/POS Systems

    Configurations, Problem Solving, Technical Aptitude

    Customer Service

    Active listening, Empathy, Communications, Rapport building, Engagement

    Team Management

    Delegate, Decision-Making, Organization, Effective Communication

    Industry Knowledge

    F&B, Retail, FinTech, Distributions

    Mohammed Kalandar Ishrath
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