IT, Реклама / Маркетинг / PR-услуги

NDA

7 месяцев

08.2023 - 03.2024

Establishing and maintaining strong partnerships with key clients, understanding their unique needs, and ensuring their satisfaction with our products/services.
Developing and implementing tailored strategies to drive business growth aligned with clients' objectives.
Serving as the primary liaison between clients and internal teams, facilitating seamless communication and collaboration to deliver timely and effective solutions.
Proactively addressing challenges, resolving conflicts, and conducting in-depth performance analysis to identify trends and areas for improvement, resulting in enhanced client satisfaction scores.
Forecasting sales targets and preparing comprehensive reports on key account performance and activities for executive-level review.
By leveraging a proactive approach to client management and strategic planning, I contribute to the company's growth while ensuring exceptional service and mutual success for our key accounts.

Novoplex

Реклама / Маркетинг / PR-услуги

1 год 2 месяца

05.2022 - 07.2023

Created VIP account management department from scratch: integrated into workflow live chat, ticket systems, VOIP telephony, Whats App, and Telegram channels as exclusive benefits for VIP customers.
Developed and managed a team of account managers to ensure adherence to SLAs and customer service goals, implemented CSAT, CES, and NPS surveys.
Created and integrated training plan for newbies, knowledge base, scripts, quality, and KPI cards in order to monitor and score managers' results.
Managed a team of VIP managers (workforce management): mentoring, setting goals, providing feedback and evaluating work results.
Ensured the implementation of the company's strategy with the AM team and stable performance of KPIs, created and monitored OKRs.
Created and maintained documentation on player feedback and AM team processes;
Analyzed conversation data with VIP users to identify trends, opportunities, and areas for VIP program improvement.
Provided VIP managers with tools for working with clients and finding new channels as needed (bonuses, communication channels, etc.).
Adjusted regular and event-based processes and communication campaigns of managers with VIP users.
Set up and constantly promoted the referral, retention, reactivation and acquisition programs.

iTalentify

1 год 7 месяцев

09.2020 - 04.2022

Negotiated pricing and terms with customers to maximize profitability and customer retention.
Provided personalized service for key customers that resulted in an increase in customer satisfaction ratings.
Analyzed customer feedback to identify opportunities for setting and improving trustful personal relationships with customers.
Defined and resolved risk and fraud cases, provided assistance with KYC verification, in/out payments.

Ігор

Account management/Customer Support Team Lead

Киев

26 лет

полная занятость

Обновлено 2 месяца назад