Experience

Global Tech Markets

• Bulgaria
• Technology, Information and Media
• 1 - 100 Employee

• B2B Account Manager

  • Jun 2022 - Present

  ▪ Main point of contact with the B2B clients and being the face of the company ▪ Following and analyzing KPIs of live brands, offering ways to improve their performance ▪ Ensuring the timely and successful delivery of our solutions according to customer needs and objectives ▪ Assisting with challenging client requests or issue escalations as needed ▪ Selling company’s products and services while focusing on developing new accounts and expanding existing ones. ▪ Collaborating with sales team to identify and grow opportunities within territory ▪ Attending conferences and conducting face-to-face meetings in order to promote the brands, make new contacts and encourage participation Show less



Delasport

• Malta
• Software Development
• 200 - 300 Employee

• B2B Project Manager

  • Jul 2021 - May 2022

  ▪ Responsible for planning and overseeing projects within an organisation, from the initial ideation through to completion.▪ Coordinate people and processes to deliver projects on time, within budget and with the desired outcomes▪ Manage changes to the project scope, project schedule, and project costs using appropriate verification techniques▪ Create and maintain comprehensive project documentation▪ Liaison between the project team and senior management▪ Managing the relationship and communication with the client, ensuring the project is delivered to their satisfaction.▪ Develop a detailed project plan to monitor and track progress▪ Perform risk management to minimize potential risks Show less

• VIP & Retention Expert

  • Jul 2019 - Jun 2021

  ▪ Helped build the Retention department from the ground up by creating strategies and ensuring those strategies are properly implemented by the DEV team▪ Using my previous experience in the industry to personalize the CRM approach in accordance with the company’s needs. ▪ Creating personalized promotions and later on helping the Marketing team to start sending out mass promotions through Solitics and MobiVate▪ Conducting interviews with job applicants, when necessary ▪ Keeping in touch with the most valued customers and in the meantime creating criteria to qualifies customers in different categories depending on their value to the company ▪ Creating & filling out reports showing the progress of the retention program so far Show less



SBTech

• Isle of Man
• IT Services and IT Consulting
• 100 - 200 Employee

• VIP, Retention & Support Expert

  • Sep 2018 - Jun 2019

  ▪ Serving as the lead point of contact for all VIP customer account management matters Handling their specific needs and offering VIP promotions in accordance with company’s vision ▪ Making sure their cases are being reviewed with the highest priority ▪ Deep knowledge of regulations and directives by the following Regulators : UK Gambling Commission, Malta Gaming Authority and Swedish Gaming Authrority ▪ Keeping in touch with VIP players on a weekly basis, asking for a relevant feedback to help us improve our services▪ Escalating cases to other departments such as Docs, Fraud, Payments and Compliance▪ Retaining players and extending their gaming life-spam by providing them with personal approach and VIP care▪ Creating email/chat templates for Customer Support Agents to use ▪ Giving the idea of a daily Sports briefing which is sent twice a day and includes the top events customers may be most interested in Show less

• Customer Support & Retention Specialist

  • Mar 2018 - Sep 2018

  ▪ Besides the responsibilities I carried on doing, I was also pro-actively approaching customers via Chat, Phone and Email to gather more information about their views of the the company promotions and features. Offering hidden bonus promotions to more valuable customers▪ Getting in touch with customers , trying to convert them into new VIPs▪ Building lasting and personal relationships with the players – being interested in their personal lifes, their favourite sports team / casino products▪ Helping out VIP customers when their respective account managers are not available ▪ Close working relationship with the Quality Analysts▪ Understanding of the following software programs: Zendesk. Voicenter Show less

• Customer Support Representative

  • Apr 2017 - Feb 2018

  ▪ Helping customers with their inquires via email, chat or phone – the most common ones being withdrawal, verification or bonus claims ▪ Understanding of their needs and providing accurate, valid and complete information by using the right tools▪ Handling of customer complaints, identifying the cause of the problem and providing appropriate or alternative solutions, within the time limits; following up on their cases, so I can ensure resolutions, ▪ Building sustainable relationships of trust though open and interactive communications, converting potential clients and retaining the current ones ▪ Escalating cases/technical issues to the relevant departments, if needed▪ Meeting regularly my personal targets and helping my team to achieve our group ones▪ Following internal procedures, guidelines and policies ▪ Giving feedbacks, so the aforementioned internal procedures and ways of doing things can be improved▪ Keeping records of customer interactions and filing documents Show less



BELPREGOTRAVEL

• Bulgaria
• Travel Arrangements
• 1 - 100 Employee

• Travel & Office Manager

  • Jul 2016 - Jan 2017

  ▪ Working intensively with clients, deep understanding of their needs in order to give the offer that best suit their needs ▪ Booking plane tickets, issuing boarding passes directly on the Wizz Air & Ryan Air pages, as well as working with A.trabase ▪ Issuing electronic invoices, pro forma invoices, credit & debit notes ▪ SEO of www.belprego.com - daily news and offer updates ▪ Brand management and being in charge of growing the social media presence of the business, particularly on Facebook. Posting offers on different web pages, as well as on group buying sites ▪ Filling out daily reports, as well as monthly and yearly Show less