- Managed a diverse portfolio of accounts, ensuring timely communication and effective problemresolution.

- Conducted regular product and new features demos with clients.

- Maintained high client retention rate by providing exceptional customer service and anticipating client needs.

- Increased company revenue by enhancing customer experience and fulfilling commitments in atimely manner.

- Negotiated contracts and maintained records.

- Built development plans and monitored their implementation.

- Teamed up with sales departments, technical support, and the development team.

- Managed a team of customer support representatives, ensuring consistent quality in servicedelivery.

- Handled complex and sensitive client relations and quality control issues to minimize negative impact to business direction.

- Developed strong relationships with key clients, ensuring their ongoing loyalty and trust in the company's services.

- Analyzed support metrics and performance data to identify opportunities for improvement andimplemented changes accordingly.

- Mentored new hires for seamless integration into the customer support team.

- Communicated with customers in chats, tickets and emails (up to 120-150 queries daily duringhigh-load seasons).

- Drove sales by properly consulting clients on product and payment options with a positive,proactive attitude and in a timely manner (which result in significant sales growth).

- Led customers all the way through the purchasing process applying an individual approach.

- Handled complex service requests by monitoring feedback, responding on behalf of the company,and addressing concerns to maintain a positive brand image.

- Reported about bugs or issues to tech team.

- Coordinated my work with marketing team and reported about results to a project management.

- Developed and implemented social media and communication campaigns and strategies.

- Provided engaging text, image and video content for all social media and professional accounts.

- Collaborated with Marketing, PR and Communications teams.

- Monitored, tracked and reported on feedback and online reviews.

- Attended weekly online meetings with head management and other team members to discussoperational and strategic marketing plans.

- Attended trainings on Marketing and Personal Development.

- Provided high-level online customer support via live chat and tickets, working in shifts across multiple projects.

- Managed support operations for four projects under Curacao and Malta licenses, utilizing theSoftSwiss platform.

- Consistently met all monthly KPI requirements.

- Earned the 'Client's Best Friend' achievement twice.

- Retained clients by employing psychological techniques and leveraging loyalty bonus systems.

- Assisted new customers with their initial purchases, including website navigation, registration, andthe initial deposit process, while explaining key functionalities.

- Handled official email correspondence with users involved in suspicious financial activities or thoserequiring additional information by the security department.

- Verified client documents and personal information to ensure compliance with company verificationrequirements.