Head of Support

• Jun 2023 - Present

Account Management Team Leader

• Sep 2020 - Jun 2023

Account Management Team Leader

• Sep 2020 - Jun 2023

Account Management Team Leader

• Sep 2020 - Jun 2023

Voluum Account Manager

• May 2019 - Jun 2023

Customer Success Manager

• Apr 2018 - Apr 2019

Quality Analyst

• Aug 2016 - Mar 2018

• Responsible for overall quality performance of a multilingual team• Providing feedback in order to ensure improvement in terms of quality of work• Responsible for maintaining a high understanding of policies and team performance• Analyzing reviews done by members of the team to ensure meeting client's needs and policies• Escalating grey areas, doubts and driving policy clarifications• Coaching & training by managing new starters ramp up process and other kind of support such as feedback sessions, personalize training's and exercises• Leading quality huddles/meetings/updates within the team in order to avoid misunderstanding• Support the training manager by clarifying grey areas and providing examples• Reporting team's results and tracking trends in order to show data reflecting the team performance by highlighting trends• Work closely with Team Leaders and Quality Team to provide the best results by identifying knowledge gaps and creating action plans Show less

Google Adwords Specialist /Google SMB (UMM) Sales

• Mar 2014 - Mar 2018

• Responsible for up selling and cross selling Google Adwords • Convincing customers to launch an ad campaign based on product listing • Building consultative client relationships • Analyzing account performance, investigate and resolve campaign problems • Optimization of accounts in line with client’s business needs and marketing goals; including campaign structuring, campaign creation, bid management, implementation and optimization of conversion tracking & re-marketing • Campaign planning and delivery management with the objective of maximizing ROI • Helping customers to set up their campaigns and providing first level IT support Show less

Client Support Specialist

• Jul 2013 - Sep 2013

• Contacting business clients from Slovakia, the Czech Republic and Poland • Providing technical support for IT systems used by clients • Building consultative client relationships • Recognizing and resolving problems reported by clients • Conducting training on provided systems • Administrative duties and translations • Contacting business clients from Slovakia, the Czech Republic and Poland • Providing technical support for IT systems used by clients • Building consultative client relationships • Recognizing and resolving problems reported by clients • Conducting training on provided systems • Administrative duties and translations

Telesales Agent

• Jul 2012 - Aug 2012

• Contacting clients from Slovakia • Assisting clients in selecting product selection • Maximizing sales with new and existing clients • Recognizing and resolving problems reported by clients • Contacting clients from Slovakia • Assisting clients in selecting product selection • Maximizing sales with new and existing clients • Recognizing and resolving problems reported by clients