Israa Mohamed Shaier

Customer Success Support Specialist, Upland SoftwareFull Time

• Job Details:• Partnered with sales and customer success teams to ensure seamless customer onboarding and lifecycle support for enterprise SaaS clients. • Owned resolution of complex account-related queries and escalations, acting as a liaison to ensure timely quoting, accurate technical inputs, and smooth internal approvals, enhancing customer trust during renewals. • Monitored and maintained CRM (Salesforce) hygiene, flagging renewal risks, supporting data integrity, and enabling accurate territory forecasting and opportunity management. • Created and updated customer-facing documentation to improve product understanding and reduce support ticket volume. • Collaborated on retention and upsell efforts by identifying incremental growth opportunities and supporting cross-sell initiatives during the renewal window. • Delivered timely and precise technical documentation and input required for quote creation and approvals. • Created and maintained internal playbooks and client-facing documentation to support customer onboarding, adoption, and renewal readiness. • Led ongoing process improvements that enhanced forecasting accuracy, improved response times, and supported positive customer experiences across the lifecycle.

In-Game Support, Blizzard EntertainmentFull Time

• Job Details:• Acted as the main point of contact for customers, ensuring prompt issue resolution and consistently high satisfaction across multiple support channels. • Collaborated with team leads and quality assurance to improve case handling processes, contributing to efficient issue tracking and knowledge sharing. • Managed and triaged support tickets to ensure accurate follow-ups and timely resolution, supporting process continuity and data integrity. • Created and maintained internal support documentation to guide team workflows and operational processes. • Regularly audited player data to ensure integrity and compliance, paralleling the attention to detail required in quote/order processing.

Human Resources GeneralistFull Time

• Job Details:• Coordinated full-cycle onboarding and offboarding processes, including position creation and data entry into the HR Information System. • Audited and updated employee records and personal files in accordance with Egyptian labor law, ensuring compliance and system accuracy. • Maintained and improved HRIS data integrity by meticulously updating employee information and organizational charts. • Acted as a key point of contact for HR-related inquiries, offering guidance on policies, time management, and regulatory compliance. • Assisted with the review and update of HR policies and procedures, contributing to process improvements and internal audits. • Collected, analyzed, and reported employee data, supporting headcount reports and strategic HR planning.