Client Success Manager

• Nov 2022 - Present

Management Consultant

• Sep 2020 - Oct 2022

Worked as a Customer Success Manager where I support large energy suppliers to manage their contracts with their suppliers, consultants, and customers. Provide tailored & bespoke SaaS platform trainings to ensure clients can administrate contracts on the platform, manage their positions and generate insightful reports and data metrics. Offered and managed from initiation to requirements gathering to implementation bespoke developments and change request for clients. Facilitated communications between clients and our team of Engineers and developers to ensure developments and change requests are in-lined with the scope of the work, tried & tested and successfully implemented to the Production environment while mitigating risks, issues and errors. Regularly hosted client calls to better under their workflows, offer solutions and ensure customer satisfaction. Also was previously a Consultant for Customer Success Managers with a start-up Marketing & Advertising company that I supported in their efforts to improve operations, processes & procedures to increase their clientele, Partnerships (via our White label Program) & agencies monthly rolling revenue and internal operations across departments. Managed a book of records of international clients, some from inception (to enhance the onboarding process) and others previously existing clients (to identify existing pain-points) to be rectified. Actively worked on cross departmental projects such as onboardings, retention strategies, upsell initiatives and so on. Proactively reached out to clients to provide trainings to increase usage & retention by informing and educating them on existing marketing & advertising functionalities. Show less

Enterprise Sales & Analytics Specialist

• May 2019 - Jul 2020

Consulting clients across the world by analysing complex client issues and providing solutions by collaborating with other Business professionals. Actively seeking ways to enhance the overall client experience through timely and strategic solutions; by offering other products and services to better benefit our clients. On-boarding and training new staff members so they are educated and knowledgeable about our software and how best to use/pitch it to clients. Proactively reaching out to clients to provide trainings to increase usage & retention by informing and educating them on existing functionality of our software and new enhancements as it relates and is beneficial to their workflows. Key Accomplishments: - Successfully completed Bloomberg's Foundational Level 1 & 2 Training on the Saas platform, technology and customer support best practices. - Further enhanced, my financial knowledge & skill set by specialising in Equities, Foreign Exchange (FX), Bloomberg’s Query Language (BQL) and provided feedback/suggestions on how to better drive the on-boarding/training program(s). - Supported in the screening, interviewing and training of new team members. Show less

Customer Account Management & Consultancy Support

• Jan 2018 - May 2019

Supported a team of 50+ individuals, made up of Sales Representatives, Team Leaders & a Regional Sales Manager to meet and exceed regional goals & targets. Built relationships with key client contacts for major accounts. Sales advisory and consultant for escalated, problem and/or urgent operational issues. Coordinated of cross departmental SMEs’ knowledge (Legal, Product & internal Business Owners), on policies and procedures to ensure client requests can be met in a collaborative, effective and efficient way. Partnered with Sales on complex sales processes, such as client requests for proposals (RFPs). Developed the knowledge of existing and/or new Sales and Account Managers through large organized trainings or bespoke regional trainings based on business needs. Proactively identified and aligned with Sales, Team Leaders and SMEs from across the organization on projects, that improve the operational efficiency of the region. Key Accomplishments: - Rolled out a new Bloomberg University program by working with various Bloomberg resources, to upscale all new Sales & Account Managers, during the on-boarding phase. - Identified a gap and initiated a strategic project to improve ‘Bloomberg’s Customer Service Portal’ and trainings with clients at an Enterprise-level. - Refined the operational process for Request for Proposals (RFPs), increasing our ability to submit RFPs on time to gain new and/or strengthen existing business relationships. Show less

Project Management Consultant

• Oct 2017 - Dec 2017

Provided support to senior directors and a small team of consultants, to create a Project Management office within the company. Focused on clearly documenting business operations; to aid consultants in the delivery of various client projects on technology in education management. Provided detailed monthly client reports and a framework to accurately manage project budgets from a forecasting, actuals and billing perspective. Created a depository for company information, employee profiles and policies on the first ever company intranet. Assisted recruitment procedures by filtering through candidates, scheduling interviews and assessing their eligibility to the role. Key Accomplishments: - Created a procedure to ensure new projects are ‘kicked off’ in a timely manner and the scope of the project is understood by the consultant. - Commended by senior management for the creation of the ‘Monthly financial business day’ process to ensure reporting and billing procedures are accurate and timely to client expectations. - Effectively created the intranet for staff to have ‘fingertip’ access to information. Show less

Team & Project Manager

• Mar 2017 - Jun 2017

Interfaced with high-value clients to engage them in FATCA and CRS related services. Delivered exceptional tax supervisory services for multi-million to billion-dollar hedge funds as a consummate professional, using various specialized tools and processes to provide consultancy advice regarding investors tax eligibility. Managed a project simultaneously with key executive stakeholders; by compiling and analysing excessive data spreadsheets to determine clients’ compliance qualities. Key Accomplishments: - Singlehandedly developed a project plan for the 2017 enhanced due diligence compliance project to ensure the company is well aligned to meet the government’s compliance requirements. - Introduced a holistic approach for carrying out an accurate and error-free reporting analysis. Show less

Operations Team Lead

• Apr 2016 - Oct 2016

Directed all aspects of consumer, commercial, and government debts. Met customer needs by defining goals, targets, and strategies. Fostered congenial relations within the corporate mix and external stakeholders. Identified work requirements, and recruited members of the staff. Championed effective communication channels for seamless working. Enhanced staff’s morale and performance (team of 50+) through contemporary coaching techniques. Managed inbound and outbound traffic by devising dialler strategies. Key Accomplishments: - Achieved and exceeded revenue targets and KPIs both at the individual and team levels. - Exhibited a professional demeanour, and received a promotion to “Operations Team Lead” in August 2016. - Assumed the role of a lead trainer, and expertly created a “Newbie’s Training Kit”. - Produced policy and procedure documents for recruitment, team transfers, and terminations. Show less

Project Manager & Project Analyst II

• May 2014 - Mar 2016

Delivered active functional support to senior management, overseeing large regulatory projects and programmes in the PMO office as a Project Analyst II; while simultaneously managing the 2014 Annual Tax Slips project as the Project Manager. Created, maintained and updated the project plan by mapping out and building key dependencies across various workpackages. Facilitated large team meetings after drafting specific agendas and preparing presentations and reports. Spearheaded project work stream activities from business requirements identification to process mapping to identifying and managing risks and issues. Orchestrated a transparent work environment by overseeing communication messages. Proved instrumental in steering and implementing change management policies and procedures by working closely with stakeholders to ensure effective, efficient and timely delivery. Harnessed astute analytical capabilities, and developed support tools and resources for the projects.Key Accomplishments:- Awarded the ‘Delite’ certificate, for drafting business requirements on time, in the absence of a Business Analyst resource, by utilizing Subject Matter Experts across the Program.- Recognized by Executives for a creative solution, saving the Bank millions of dollars in future projects. - Commended by management for recovering $40K by slashing costs and managing risks.- Pioneered a financial management process which later became a benchmark for all projects. Show less

Manager of Customer Service

• Mar 2012 - May 2014

Recruited and selected customer service representatives and sales staff (team of 25+). Trained diverse front-line members of the team on impeccable customer service and best practices as well as advised on creating leads and referrals with a focus towards individual targets achievement. Ascertained needs and goals, streamlined existing operations, envisioned new concepts and future trends, and followed through with the development, direction, and accomplishment.Key Accomplishments:- Progressed through retail-level 'Manager of Customer Service' to a corporate-level 'Project Analyst II'.- Credited by the senior management for efficaciously recruiting and training staff members. Show less

Financial Services Representative

• Sep 2009 - Mar 2012

Meticulously defined the financial needs of both existing and new customers, and provided simplified banking solutions accordingly. Upheld superior level of expertise during the promotion and sale of banking products and services. Established and sustained strong relations with customers. Successfully opened new accounts, offering credit and investment counselling as and when required.Key Accomplishments:- Awarded the Champions Financial Service Representative title in 2011 for achieving set targets.- Placed in the Top 3% of Sales employees across Canada for TD Bank.- Was promoted to 'Manager of Customer Service' due to my incredible ability to identify sales opportunities, build relationships with clients and exceed set targets; all while delivering exceptional customer service. Show less

Customer Relations Coordinator

• Oct 2007 - Sep 2009

First point of contact for customers while entering the Branch. Responsible for a warm and friendly greeting. To answer and redirect all calls and book appointments. Coordinate between the Service & Sales team to ensure customers’ needs are met and their Customer Experience was legendary.Key Accomplishments:- Generated an exceptional amount of sales opportunities and referrals to the Sales team.- Was promoted from 'Customer Relations Coordinator/Receptionist' to 'Financial Service Representative' due to my ability to build relationships with customers and identify sales opportunities. Show less

Customer Service Representative

• Oct 2005 - Oct 2007

Responsible for front-line transactions accuracy. Exceptional customer service/experience at every interaction with every customer.Key Accomplishments:- Met and exceeded Sales revenue and Referral targets- Was promoted to 'Customers Relations Coordinator/Receptionist' due to my customer service ratings and reviews.