Customer Success Manager

• Apr 2022 - Present

Customer Success Manager

• May 2021 - Apr 2022

My role in the company is a brand new for the organisation, as up until now IG was building products for Devs and Designers and the Customer Success is a new ladder to climb for the new apps we are building. My objectives are to be in charge for building the Customer Experience Department for the company, starting for Customer Success Team for a BI app for B2B customers. My accomplishments within the company so far are establishing the fundamentals of the future Customer Success Team within the organisation, creating the Customer Success Onboarding Plan for the new IG app, Methodology and processes fundamentals, and a complete Customer Journey Strategy. Defining KPI based on the Key Focal Points on the Customer Lifecycle, building internal and external processes for the CS Department, creating a Customer Health Score base, establishing different blueprints for different customer - product future interactions. Show less

Associate Team Lead - Live Chat Channel All Regions

• Jan 2020 - Jun 2021

Experienced leader of live chat channel, responsible for optimising team performance to consistently exceed set KPI’s. Developed extensive training scenarios to roll out across the team and created individual coaching profiles for each member. Manager and mentor for new starters, responsible for setting expectations and supporting professional development. Apply new trends, spot potential problems, and opportunities earlyStays in touch with issues and concerns of individuals in the workgroupWork closely with Global teams to resolve issues that require their support Show less

Web Application Product and Legal Specialist

• Aug 2019 - Jun 2021

As a Web Application Product Specialist, I am aiming to provide expert assistance for complex customer queries and requests. Working closely with Product Owners, Design, Engineering, and Customer Success Teams to ensure customer feedback is managed appropriately, acting as a conduit between the end-user and the Research and Development team. As a SaaS business has continuous iterative development, being able to learn quickly and adapt to changes has allowed me to provide a better service to our users and support their needs. As an SME for the Legal Tier my responsibility is to take cases and assist customers that have legal issues, Security, T&C and Policies questions, working closely with the Legal Department in order to understand and resolve them.Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution. Show less

Senior Problem Solving Agent - Live Chat

• Jul 2018 - Jun 2021

As a front line customer service agent, this has put me in a unique position to quickly identify potential problems or opportunities across a wide geographic area and act swiftly to escalate to the appropriate team member. This has given me the opportunity to develop and create new processes to prevent churn and contribute to an industry-leading churn rate. With main responsibilities in this role:Managing incoming live chat and customer service inquiriesIdentifying and assessing customers needs to achieve satisfactionBuild sustainable relationships and trust with customer accounts throughopen and interactive communicationProvide accurate, valid, and complete information by using the rightmethods/toolsHandle customer complaints, provide appropriate solutions and alternativeswithin the time limits; follow up to ensure resolutionKeep records of customer interactions, process customer accounts andfile documentsFollow communication procedures, guidelines and policies Show less

Problem Solving Agent - Email

• Sep 2017 - Jul 2018

Data Processing Specialist

• Dec 2016 - Aug 2017

AI Product Development Assistance Analyze and Verify Data Generate Reports Provide Technical Support and Assistance Annotate documents Transcribing handwritten text AI Product Development Assistance Analyze and Verify Data Generate Reports Provide Technical Support and Assistance Annotate documents Transcribing handwritten text

Financial Advisor

• Sep 2014 - Jan 2016

Provide financial planning support to clients Prepare financial plans and check their accuracy Respond to prospective customer queries about Financial planning Maintain awareness of the latest legislative changes that may affect financial planning Assist in the development plans for the company Provide financial planning support to clients Prepare financial plans and check their accuracy Respond to prospective customer queries about Financial planning Maintain awareness of the latest legislative changes that may affect financial planning Assist in the development plans for the company

Marketing Manager

• Mar 2014 - Oct 2014

Developing the marketing strategy for the company in line with company objectives Co-ordinating marketing campaigns with sales activities. Planning and implementing promotional campaigns Overall responsibility for brand management and corporate identity Analysing potential strategic partner relationships for company marketing Event planning, design, and production while managing all project delivery elements within time limits Organize facilities and manage all events details such as decor, catering, entertainment, transportation, location, invitee list, special guests, equipment, promotional material etc. Show less

Real estate agent

• Aug 2013 - Nov 2013

Present purchase offers to sellers for consideration Negotiate prices or other sales terms Advise clients on market conditions, prices, mortgages, legal requirements and related matters Prepare documents such as representation contracts, purchase agreements, closing statements, deeds, and leases Present purchase offers to sellers for consideration Negotiate prices or other sales terms Advise clients on market conditions, prices, mortgages, legal requirements and related matters Prepare documents such as representation contracts, purchase agreements, closing statements, deeds, and leases