Luana Larissa Hellwich
Miami,FL
Summary
Experienced professional in customer success, driving client satisfaction and retention. Skilled at building strong relationships, solving problems, and providing tailored solutions. Thrives in a collaborative team environment with a strong focus on adaptability and achieving results. Recognized for reliability, effective communication, and strategic thinking.
Overview
9
9
years of professional experience
Work History
Customer Success Manager
Infront Finance
01.2023 - Current
- Provided excellent service and product knowledge to accounts and supported Presales in activating new clients
- Identified specific accounts' needs and cultivated better relations with the accounts
- The average account value ranged from $700 to over $1.000000 annually
- Managed projects and delivery and reported directly to Head-Level
- Restricted and optimized internal processes to reach maximum efficiency
- Performed scheduled reviews and reported about accounts
- Maintained account health overall
- Supported Sales and sales Operations in onboarding new accounts
- Send calculations/offers to the Head of Sales Sell-Side/Buy-Side to close deals with prospect accounts
- Provided content marketing for future campaigns in 2024
- Supported Marketing in rebranding efforts and delivery to accounts
- Material included video tutorials, 2 pagers, FAQs, and visuals
- International Account- Portfolio included respectable clients like Goldman Sachs, Saving Banks Bavaria & Swabia, Bavarian State Bank, Société Générale, Robert Bosch, and LBBW
- Collaborated with the sales team to develop content assets such as case studies, whitepapers, and product guides to support the sales funnel
- Created marketing content for general sales kit, product kit, and audio-visual projects
- Stayed up-to-date with industry trends and best practices in content marketing, continuously seeking opportunities to innovate and implement emerging strategies
- In migration project internationally (old frontend product to new frontend product, over 800 accounts)
- The total migration project value is estimated at approximately $2.160.000,00
- Established strong relationships with key customers, resulting in increased customer loyalty.
Market Operations
Wikifolio
04.2021 - 12.2022
- Collaborated with marketing, PR, and sales department to maximize product positioning and materials
- Delivered stock market-related analytics and analyzed over 500 portfolio proposals monthly to submit the portfolios- certificate to the German Federal Financial Supervisory Authority for admission
- Managed trader and investor complaints
- Provided subject expertise on strategic initiatives
- Partnered with the Legal team on laws, regulations, and customer communications issues
- An average of approx
- 3500 customer interactions annually
- Monitored trading systems and their health status
- Reported any issues directly to the internal IT department and OTC Market Maker
District Field Agent
American Express
01.2018 - 04.2021
- Field Agent for over 600 clients in a respected sales agency
- Established vital relationships with current clients and potential clients in the B2B field
- Assisted Key Account Manager in marketing campaign developments
- Handled customer service-related complaints
- Reavied deep knowledge about the payment industry belonging target groups
Sales Representative
Bose
11.2015 - 07.2017
- Managed administrative tasks and customer service-related questions
- Prepared monthly sales reports and completed monthly sales analysis
- Closed deals daily with customers and increased sales by up to $400,000 annually
Education
B.A. - Media
University of Applied Science, Rhein-Main
Wiesbaden02.2019
M.B.A -
San Ignacio University
Miami, FL01.2018
Certified Convention Manager -
Chamber of Commerce (IHK)
Hessen 07.2016
Skills
- Client Account Oversight
- Customer relationship building
- Retention Rate Optimization
- Client relations
- CRM software
- Revenue growth
- Key accounts development
- Inter-department collaboration
- Comprehensive Report Evaluation
- Efficiency Optimization
- Process improvement
Accomplishments
- Trained and mentor 10 employees.
- Achieved 100% of sales quote.
- Resolved product issue through consumer testing.
- Created a company-wide, comprehensive training program regarding new products for all sales team members.
Awards
- Top-rated Field Agent, American Express, 2019.
- Best Sales Representative Bose, 2015, Increased sales by 15% in the department.
- 2023 -2025 Awarded for reaching annual target.
Languages
German
English
French
Timeline
Customer Success Manager
Infront Finance
01.2023 - Current
Market Operations
Wikifolio
04.2021 - 12.2022
District Field Agent
American Express
01.2018 - 04.2021
Sales Representative
Bose
11.2015 - 07.2017
B.A. - Media
University of Applied Science, Rhein-Main
M.B.A -
San Ignacio University
Certified Convention Manager -
Chamber of Commerce (IHK)
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