Head of Strategic Account Management

• May 2023 - Present

Head of Gaming

• Dec 2018 - Jun 2023

Account Manager

• Mar 2017 - Dec 2018

Senior Account Manager

• Sep 2016 - Mar 2017

As an Account Manager, I was responsible for managing the business relationships with a portfolio of clients. I managed several services for each client ensuring prompt delivery to align with the client's strategy. These services include Technical Support, SEO, Email Marketing, PPC, Social Marketing, Affiliate Marketing and Conversion Rate Optimisation. The main responsibilities of this role are: -Operating as the lead point of contact for my portfolio of clients -Analysing what is working and what needs improvement on an ongoing basis, and making recommendations back to the client -Working closely across Project Management, Client Services and Marketing teams including Developers and Designers -Identifying and suggesting opportunities where my clients can grow their business online by recommending additional products and services. -Ensuring client satisfaction is at the centre of everything I do based on both team and individual based KPIs Show less

Account Management Executive

• Nov 2014 - Aug 2016

I started as an Account Management Co-ordinator dealing with general customer service phone and email queries and was promoted after 11 months to Account Management Executive. I then managed the top 100 Key and Core Clients within the Mobile & Online sector of the business as well as managing a team of co-ordinators and overseeing the SME relationships and communications.

Account Management Co-Ordinator

• Dec 2013 - Nov 2014

- Providing 1st line support for complaint and query handling and technical support by telephone, email, fax, post and Instant Messenger.- Activating and closing accounts- Corresponding and building relationships with the companies top 50 clients to ensure they are able to transact smoothly, to solve any issues that may arise, arranging conference calls and help with integration- Liaising with web developers to assist with integration queries- Daily figures, settlement and statement reporting to clients and other members of staff. - Managing incoming post and replies as well as sending documents to be archived. -Liaising with other in-house departments such as technical support, finance, risk and management to ensure I have the correct information to hand to deliver exceptional service to the clients. -Contacting partner banks and financial institutions to gather information or make changes to client accounts. -Breaking down merchant statements and settlements Show less

Customer Service Representative

• Aug 2012 - Dec 2013

- Complaint and query handling and technical support by telephone, email, fax, post and Instant Messenger. - Providing 1st line technical support for chip and pin terminals, Ecommerce websites, EPOS systems and virtual terminals. - Using time keeping and great organisational skills to adhere to tight schedules. - Inputting, note taking and record keeping on to CRM database and Excel spreadsheets. - Managing ingoing and outgoing post and keeping the rest of the team updated when post has been sent and received. - Booking and tracking couriers. - Working to targets based on the amount of cases closed, incoming and outgoing calls and STAR service. - Liaising with other members of staff such as sales support, provisioners, finance, business development managers, couriers, technical support, manufacturers, the leasing company and the bank to ensure I have all the information and support required to resolve the problem at hand. - Building trust and relationships with merchants to ensure STAR service has been fulfilled - Submitting payment requests to finance. Show less

Processing Officer

• Jan 2012 - Aug 2012

- ISA chasing and conversions using Back Office, Customer Event Systems, TISA, Image and Workflow and Microsoft Excel to transfer money, convert and close accounts and investigate, process and update customer information. - I also used my excellent communication and customer service skills to contact other Financial Institutions and customers by telephone and mail, and handle complaints and queries. -I worked to performance based targets which I always exceeded. - ISA chasing and conversions using Back Office, Customer Event Systems, TISA, Image and Workflow and Microsoft Excel to transfer money, convert and close accounts and investigate, process and update customer information. - I also used my excellent communication and customer service skills to contact other Financial Institutions and customers by telephone and mail, and handle complaints and queries. -I worked to performance based targets which I always exceeded.