Open to opportunities

ste vla

@stevla

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Customer Success Manager dedicated to enhancing client satisfaction and retention.

Greece

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What I'm looking for

I am looking for a role that offers variety, responsibility, and opportunities for growth.

I am a reliable and self-motivated Customer Success Manager with a proven track record in enhancing customer satisfaction and retention. Over the past few years, I have successfully increased customer retention rates through targeted engagement plans and effective communication strategies. My experience includes conducting training sessions and mentoring new hires, which has significantly improved team productivity and customer experience.

My journey in customer service began as a Customer Service Advisor, where I honed my skills in complaint resolution and customer communication. I have consistently surpassed team goals, maintained high NPS scores, and collaborated with product teams to resolve recurring issues. I am passionate about creating a positive impact on clients and thrive in dynamic environments that challenge me to grow and develop new skills.

Experience

Work history, roles, and key accomplishments

Current

Customer Success Manager

Current

Pollfish

Mar 2023 - Present (2 years 4 months)

Increased customer retention through targeted engagement plans and conducted customer training sessions via Zoom. Improved customer satisfaction through regular communication and mentored new hires.

Customer Retention Zoom CRM Training Mentoring Communication Critical Thinking Interpersonal Skills Time Management

Customer Success Associate

Pollfish

Mar 2021 - Present (4 years 4 months)

Increased customer retention through targeted engagement plans and conducted customer training sessions via Zoom. Improved customer satisfaction via email and Zoom support.

Customer Retention Zoom Email Support Training Communication Time Management

Customer Service

Pollfish

Jan 2020 - Present (5 years 6 months)

Resolved customer complaints and handled complex issues with a high first-contact resolution rate. Managed general inquiries, reducing average chat resolution time, and supported colleagues with queries.

Complaint Handling Customer Service Communication Time Management Teamwork Empathy Chat Support

Customer Relations Manager

Computershare

Nov 2019 - Present (5 years 8 months)

Accurately logged and addressed customer complaints and concerns, coordinating with business departments for proper documentation and resolution. Drafted responses and maintained correspondence workflow, ensuring a customer-focused and compliant approach.

Communication

Customer Service Advisor

Teleperformance

Dec 2016 - Present (8 years 7 months)

Verified customer information and eligibility for offers, maintaining client communication and resolving complaints. Updated product knowledge and completed promotional tasks, gathering customer feedback.

Customer Service Verbal Communication Data Entry Multitasking

Marketing and Sales Advisor

Complete One

Feb 2016 - Present (9 years 5 months)

Provided in-person product guidance and handled customer complaints with a calm and friendly demeanor. Worked on a commission-based structure and assisted in campaign execution and marketing team tasks.

Sales Customer Service Communication Empathy Quick Thinking Time Management Campaign Execution Product Guidance

Education

Degrees, certifications, and relevant coursework

University of Sunderland

BA (HONS), Public Relations and Marketing

Completed a Bachelor of Arts with Honours in Public Relations and Marketing. Coursework included Journalism & PR Writing and Research, News & Magazine Journalism, PR Theory & Practice, Creative Writing, Cultural Studies, and Marketing.