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Senior Customer Support Representative, Senior Marketplace Experience, Account Management
Skopje
Summary
Summary of 2 Years Of Customer Support:
Dedicated and results-driven customer service professional with over 2 years of experience providing exceptional service in dynamic environments. Skilled in resolving customer inquiries, managing complaints, and offering personalized solutions to ensure customer satisfaction. Known for strong communication skills, patience, and the ability to handle high-pressure situations while maintaining a positive attitude. Adept at working collaboratively with teams and continuously improving service processes to optimize customer experiences.
Summary of 3 years as a Product Specialist:
Experienced Senior Product Specialist with a proven track record at Slice, excelling in driving product development and delivering exceptional customer solutions. Over 3 years of experience in product strategy, market analysis, and cross-functional collaboration. Highly skilled in transforming customer feedback into actionable product improvements, optimizing product functionality, and aligning products with business goals. Strong communicator with a focus on innovation, efficiency, and maintaining the highest quality standards in product management.
1 year of Account Management:
Managed a portfolio of multiple high-value client accounts, ensuring consistent communication and delivering tailored solutions that align with client objectives.
Developed and executed account strategies to drive growth and retention, resulting in a 50% increase in client satisfaction and a 50% revenue growth.
Served as the primary point of contact for clients, addressing concerns, managing expectations, and ensuring timely delivery of products/services.
Collaborated with internal teams (sales, marketing, product) to deliver customized solutions and ensure smooth project execution.
Conducted regular business reviews with clients, identifying opportunities for upselling and cross-selling additional services.
Managed contract renewals, pricing negotiations, and the preparation of proposals and presentations.
Identified and resolved client issues promptly, reducing churn by 90% and increasing long-term relationships.
Overview
6
6
years of professional experience
3
3
Languages
Work History
Account Manager
Slice
09.2019 - 03.2025
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
- Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
- Collaborated with sales team to identify potential upsell opportunities and expand client base.
- Conducted regular account reviews with clients to assess performance, identify areas for improvement, and strategize future growth opportunities.
- Analyzed sales and customer data to identify trends and opportunities for increased profitability.
- Analyzed market trends, identifying opportunities for expanding product offerings within key accounts.
- Strengthened client relationships through regular communication and effective problemsolving.
- Developed customized proposals for potential clients, demonstrating the value of the company''s products and services.
- Developed and delivered presentations to key customers to position products and services.
- Built and maintained strong client relationships to drive business growth.
- Proactively identified potential issues within key accounts, taking corrective action to prevent loss of business or dissatisfaction.
- Created sales forecasts to target daily, monthly and yearly objectives.
- Expanded key account base by identifying and cultivating new business opportunities.
- Organized cross-functional teams to address complex client requests or projects efficiently, resulting in increased satisfaction levels among key accounts holders.
- Implemented strategic sales plans to achieve consistent revenue growth across key accounts.
- Negotiated contract renewals with existing clients, securing long-term commitment and fostering ongoing collaboration.
- Developed thorough understanding of key clients' needs and requirements to prepare customized solutions.
- Delivered exceptional customer service by resolving client concerns quickly and efficiently.
- Coordinated with internal teams to ensure timely delivery of products and services, meeting client expectations.
- Established strong rapport with clients by consistently exceeding their expectations in quality and service delivery.
- Secured high-value accounts through consultative selling, effective customer solutions, and promoting compelling business opportunities.
- Mentored junior members of the team in key account management best practices, fostering a culture of continuous learning and professional growth within the organization.
- Trained teams to optimize service delivery in alignment with individual needs to boost customer satisfaction.
- Managed complex negotiations with key accounts, securing long-term partnerships.
- Initiated cross-selling and upselling strategies to maximize account revenue potential.
Education
High School Diploma -
28 Noemvri
Debar, North Macedonia 05.2001 -
Skills
Client Account Management
I speak Fluent Macedonian, Fluent Albanian and Fluent English.
1. Течно го зборувам македонскиот, кој е мојот мајчин јазик. Растејќи се во средина во која се зборува македонски, уште од мали нозе развив длабоко разбирање и ценење за јазикот. Моето владеење на македонскиот јазик се протега на сите аспекти на комуникацијата - зборување, читање, пишување и слушање - овозможувајќи ми да се изразам јасно и ефективно во различни контексти.
2. Јас сум Албанец кога е во прашање националноста и секако течно зборувам, читам и пишувам на албански.
3. Кога станува збор за зборување, читање и пишување на англиски, се сметам себеси за професионалец во тој јазик
Timeline
Account Manager
Slice
09.2019 - 03.2025
High School Diploma -
28 Noemvri
05.2001 -
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