Open to opportunities

Mohamed Rashard

@mohamedrashard

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Relationship Manager and Customer Success leader who drives remote client growth and high-SLA support.

Sri Lanka

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What I'm looking for

I’m looking for a remote-friendly role where I can lead customer relationships, improve onboarding and support operations, and combine customer success with structured CRM and SLA-driven service delivery.

I’m a results-driven Relationship Manager and Customer Success professional with 12+ years of experience across mortgage brokerage, IT support, and global customer service. I manage end-to-end remote client relationships, deliver tailored mortgage solutions, and drive revenue growth through virtual consultations.

I also bring strong technical and operational capability from Tier 1 & 2 IT support work, including SLA/KPI management, remote troubleshooting, and maintaining documentation in ITSM platforms. I thrive in remote/hybrid environments—supervising and mentoring teams, improving onboarding with digital workflows, and continuously strengthening customer experiences.

Experience

Work history, roles, and key accomplishments

Service Desk Analyst

Future Focus Infotech

Mar 2021 - Jan 2025 (3 years 10 months)

Delivered remote IT support via ticketing systems, phone, and email, maintaining strong SLA compliance and first-call resolution rates. Supported enterprise systems across distributed environments and maintained documentation in ITSM platforms.

Remote IT Support Service Desk Ticketing Systems Call Resolution Remote Support ITSM Systems support Phone Support