Experience

MeKiwi

• Finland
• IT Services and IT Consulting
• 1 - 100 Employee

• Account Manager

  • Mar 2020 - Present



SubGen

• Strategic Management Services
• 1 - 100 Employee

• Account Manager / Customer Success

  • Jul 2019 - Mar 2020

  * Onboarding and training new clients in the use of SubGen products and services* Be the primary point of contact and build long-term relationships with customers* Own overall relationship with assigned clients* Ensure retention and satisfaction of all assigned clients* Help customers through email, phone, online presentations, screen-share and in person meetings* Responsible for keeping current clients satisfied and delivering exceptional client service on a day-to-day basis* Acting as the “voice of the customer” and communicate feedback to internal stakeholders* Ensure the timely and successful delivery of our solutions according to customer needs and objectives* Perform account reviews and present findings and recommendations to customers.* Handle account escalations, acting as a bridge between the client and the technical teams to ensure the smoothest experience and service delivery.* Create and distribute educational materials to help customers get more value from the product* Working with clients to map out their goals and develop strategies* Assisting in the design of a product on behalf of a client* Forecast and track key account metrics



Sinemia

• Customer Experience Manager

  • Oct 2017 - Jul 2019



Teleperformance

• France
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Trainer

  • Mar 2016 - Aug 2016

  -Conduct training needs analysis, including pre and post performance assessments, to identify the root cause of performance issues.-Organize and facilitate new representative training programs in both the classroom and virtual learning environments. -Assess classroom performance of new agents and report progress to business partners.-Partner with the Instructional Design team to review and update training curricula to ensure courses are accurate, up-to-date and engaging for the learner.-Design and develop innovative continuing education programs for assigned lines of business. -Maintain learning & development systems for the registration, administration, delivery and evaluation of training.-Collaborate with cross-departmental teams and individuals to lead, support, and implement business initiative training. -Attend regular meetings with team supervisors and area managers to understand business challenges and performance gaps of teams and/or individuals.-Lead and execute new product or procedure training.-Evaluate the effectiveness of training and measure the return on training investments.

• Supervisor

  • Nov 2014 - Aug 2016

  As a "Team Manager"​ in Teleperformance for the world's second-largest information technology company by revenue and largest technology company by Total Assets and the world's third-largest mobile phone maker my key responsibilities are but no limited to;-Assist associates with Customer situations by offering guidance and solutions on a daily basis.-Meet with team on a monthly basis to evaluate the monthly results and discuss future goals-Meet with ACM on a daily basis to plan, strategize, and review department performance-Communication and being a focal point of dissemination of information from management to team and vice versa.-Analyse operational trends and support the team members to improve their performance.-Motivate and inspire team through leading by example, offering incentive opportunities, and developing confidence with each team member.-Suggest and inform the Management team on any matters relating to improving revenue generation & customer satisfaction with regarding call handling and call centre processes.

• Senior Technical Advisor

  • Aug 2014 - Nov 2014

• Technical Advisor

  • Aug 2013 - Aug 2014

  Customer Care and technical support via inbound calls



Ciparo

• Netherlands
• Wholesale Import and Export
• 1 - 100 Employee

• Intern

  • Oct 2012 - Jan 2013



Shanxi Jindingtai Metals Co., Ltd

• China
• Mining
• 1 - 100 Employee

• Sales &Marketing Intern

  • Jun 2012 - Sep 2012

  -Brand development, reaching out to the customers via various platforms-Boosting sales by bringing in new contracts-Representation of the company in trade fairs/expos-Quotations -Brand development, reaching out to the customers via various platforms-Boosting sales by bringing in new contracts-Representation of the company in trade fairs/expos-Quotations