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Work Background
Reward GatewayCustomer Success Operations Manager (Small Business)
May. 2021I joined an independent team where the aim was to explore a brand new business model - a self-service subscription benefits platform on the SMB UK & AUS market.
I’ve, since then, put the foundation of the Client Success team, mapped the client journey, implemented a client management system and built an automated tech-touch scalable service model. In this period, the portfolio has grown with 200% and the churn is between 2% and 3%.
Reward GatewayClient Relationship Manager
Jan. 2017 - Apr. 2021Plovdiv, BulgariaMy role was to build trust and support my clients through their journey with Reward Gateway - an extremely proactive bespoke service with a strong consultative aspect. I managed a portfolio of 60 clients and oversaw the client journey from implementation, through onboarding, product success, renewal, contract negotiation, and upsell. As their voice within Reward Gateway, I'd liaise with all areas of the Reward Gateway business, working particularly closely with our Implementation, Client Support, Design, Product, and Development Teams, to ensure the smooth running of my accounts.
Reward GatewayEmployee Support Specialist
Oct. 2015 - Aug. 2017Plovdiv, BulgariaAs an Employee Support Specialist I was part of our Helpdesk 24/7 Helpline, assisting with employee queries and solve any various problems they may face. We were there to support them with using our site and walk them through each step as they get familiar with how it works and how to get the most of their employee discounts benefit.
TELUS InternationalCustomer Support Agent
Jan. 2015 - Sep. 2015Plovdiv, Bulgaria
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