ILAN ELBAZ
REGO PARK,NY
Summary
Client Solutions professional with 3+ years driving satisfaction, retention, and scalable support across fintech and payments. Delivered 95%+ CSAT at BlackRock, resolved 500+ tickets with 98% first-contact resolution, and lifted merchant retention 20% through training and proactive, cybersecurity-aware guidance. Translate complex platforms and data into dear, value-add workflows; advanced in Excel and adept with CRWhelp desk tools. Seeking a Client Solutions, Customer Support, or Customer Success Manager role to elevate customer outcomes and growth.
Overview
4
4
years of professional experience
7
7
Certifications
Work History
MARKETING AND LOGISTICS MANAGER
Achilles corporation
NY
08.2025 - 01.2026
- Developed and executed integrated marketing strategies to strengthen brand presence and drive growth.
- Planned multichannel campaigns (digital, print, B2B) and aligned activities with sales targets.
- Conducted market research and competitive analysis to identify opportunities and optimize positioning.
- Managed budgets, timelines, and performance metrics to ensure cost-effective execution.
- Led end-to-end logistics (procurement, inventory, warehousing, distribution) and optimized supply chain processes for on-time delivery and cost control.
- Negotiated with suppliers and logistics partners; monitored KPIs and drove continuous improvement.
- Supervised cross-functional teams and prepared performance reports for senior leadership.
ANALYST CLIENT SOLUTION
BlackRock
New York, NY
10.2024 - 05.2025
- Delivered high-quality support to financial professionals by clearly explaining complex data and platform features in an accessible manner.
- Resolved client inquiries efficiently through LiveChat and phone, providing real-time guidance using screenshots and walkthroughs.
- Collaborated with internal research and sales teams to resolve client issues and ensure seamless communication.
- Supported client retention and revenue growth by offering proactive, consultative service to a portfolio of existing clients.
- Utilized advanced Microsoft Excel functions (VLOOKUPS, pivot tables, 'what if' scenarios) to analyze large data sets and address client-specific requests.
- Ensured high levels of accuracy and consistency when handling client data and communications.
- Identified client use cases and provided tailored solutions for navigating and extracting value from the Preqin platform.
- Built and maintained relationships with key decision-makers at financial institutions through exceptional client service.
- Contributed to the implementation of a customer-focused strategy within the Global Sales team.
CUSTOMER SUPPORT ENGINEER
Merchant Industry LLC
New York, US
04.2022 - 10.2024
- Provided expert training and support to merchants on payment processing systems, best practices, and fraud prevention strategies.
- Diagnosed and resolved hardware and software issues related to POS systems, ensuring minimal downtime for clients.
- Collaborated cross-functionally with sales, operations, and technical support teams to resolve complex merchant concerns and deliver seamless service.
- Stayed current on industry trends, card network rules, and regulatory changes to ensure accurate and compliant merchant guidance.
- Delivered excellent customer service while supporting merchants in optimizing their payment solutions and maintaining operational efficiency.
CUSTOMER SUPPORT ENGINEER
EkoTechs LLC
New York City Metropolitan Area
10.2021 - 02.2022
- Provided first-line technical support to end users, resolving hardware, software, and network issues via phone, email, and remote tools.
- Diagnosed and troubleshot issues related to Windows/Mac operating systems, Office 365, VPNs, printers, and other IT infrastructure.
- Documented support requests and resolutions in ticketing systems (e.g. ServiceNow, Zendesk) to ensure timely follow-up and knowledge sharing.
- Escalated unresolved issues to Tier 2/3 support and collaborated with other IT teams to ensure efficient resolution.
- Set up and configured workstations, user accounts, and access permissions in compliance with company policies.
- Educated users on cybersecurity best practices and performed basic security checks to protect systems and data.
- Maintained a high level of customer satisfaction by delivering clear communication, timely updates, and effective solutions.
- Assisted in maintaining and updating IT documentation, including knowledge base articles and user guides.
Education
MBA - MARKETING
Isabel I
Barcelona, SpainBachelor of Science - COMPUTER SCIENCE
ASTON-École Informatique
Paris, FranceSkills
- Analytical thinking
- Time management
- Multitasking
- Teamwork and collaboration
- Problem-solving abilities
- Attention to detail
Languages
- Hebrew
- English
- French, Native
- Hebrew, Bilingual
- English, Bilingual
Languages
French
Native/ Bilingual
English
Native/ Bilingual
Hebrew
Native/ Bilingual
Certification
CAIA-Alternative Investment Analyst Charter
Timeline
MARKETING AND LOGISTICS MANAGER
Achilles corporation
08.2025 - 01.2026
ANALYST CLIENT SOLUTION
BlackRock
10.2024 - 05.2025
CUSTOMER SUPPORT ENGINEER
Merchant Industry LLC
04.2022 - 10.2024
CUSTOMER SUPPORT ENGINEER
EkoTechs LLC
10.2021 - 02.2022
MBA - MARKETING
Isabel I
Bachelor of Science - COMPUTER SCIENCE
ASTON-École Informatique