Alexander Kalpakchiev

Managing payment service provider relationships and ensuring client satisfaction.

Worked as Account Manager at DragonTech88.

Account Manager | SMB Clients

I partner with SMB clients to help them unlock the full potential of Hivebrite’s platform. My role focuses on building strong relationships, ensuring successful onboarding, and driving long-term adoption at scale.

Highlights of my role:

Manage 50+ SMB accounts across multiple regions, delivering consistent client satisfaction.

Drive retention and renewal through p

Facilitated the onboarding of 50+ clients by conducting tailored training sessions on PayDo’s payment solutions, reducing implementation timelines by 20%.

Increased revenue by 30% by successfully upselling PayDo’s virtual card services to 10 enterprise clients within the first quarter.

Achieved a 95% client retention rate by proactively addressing client needs and providing tailored solutions, enhancing overall satisfaction.

Spearheaded market expansion efforts that resulted in a 40% increase in new client acquisitions within the first year.

Conducted comprehensive training sessions for clients, resulting in increase in the utilization of advanced features.

Cultivated strong relationships with over 50 B2B clients, leading to a 25% increase in customer retention over two years.

Streamlined the onboarding process for new clients, reducing setup time by 30% while ensuring full compliance with KYC and AML regulations.

Managed operational activities for 20+ key accounts, achieving a 98% satisfaction rate by promptly addressing and resolving issues.

Answer inbound customer service and technical support calls from our merchants.
Ensure timely and effective resolution of merchant requests.
Manage difficult interactions in a professional manner, and always foster merchant loyalty.
Resolve claims and questions related to merchant statements.
Identify trends and report them to promote continual process improvement.
Perform any other related tasks

• Provide enterprise-level customer service support by effectively acting as a single point of contact to the customer whilst a technical team resolves critical system issues.
• Triage incident service request by email, inbound and outbound phone calls, or web portal as a point of contact.
• Identify and assign the incident to the appropriate severity level, category, priority, team and engineer.

Support customers via telephone, email and chat, ensuring 1-contact resolution and utmost client satisfaction
Deliver premier heroic service, with high standards of excellence (including quality and speed)

- Confer with customers in order to provide information about products and services, process customer requests and orders, cancel accounts or obtain details of complaints over the phone, by email, live chat, social media or other method of communication.
- Document Adverse Events and Quality Complaints.
- Obtain and examine all relevant information to assess validity of complaints and to determin