Mark Lukarevski
Skopje
Summary
Account Manager with over 14 years of extensive expertise in account and relationship management across telecommunications, energy, and online food ordering industries. Demonstrates proficiency in onboarding, e-commerce, and B2B sales, consistently enhancing customer engagement and retention. Adept at leveraging strong communication skills to foster lasting business relationships and drive exceptional customer satisfaction.
Overview
8
8
years of professional experience
Work History
Account Manager
Hoya Task Force
10.2024 - Current
- Managed a portfolio of approximately 350 client accounts related to financing vehicles, with an emphasis on in-house financing options.
- Assisted Borrowers in setting up payment methods and provide ongoing support for payment-related queries.
- Communicated with customers via phone, email, and text to manage accounts, handle inquiries, and address any financial issues.
- Collaborated with sales staff to ensure that loan agreements and customer documentation are in order.
- Managed timely payment reminders for overdue accounts and assist with arranging extensions or offering support for financial difficulties.
- Handled 'Promise to Pay', deferments, fresh start agreements for qualifying clients, confirming eligibility and ensuring proper processing.
- Coordinated repossession orders when necessary, and ensure all account management practices are compliant with company policies.
Client Relationship Manager
NAB National Australia Bank
11.2022 - 04.2024
- Assessed customer lending profiles, providing expert advice on home loan restructuring and changes, ensuring optimal financial solutions tailored to individual needs while optimizing lending solutions, enhancing customer satisfaction and driving business growth through strategic outreach.
- Delivered high-quality lending services to existing customers, fostering positive relationships and promoting advocacy, resulting in improved customer retention.
- Engaged with customers at key milestones, such as fixed rate term completions, to understand their evolving financial situations and offer personalized banking solutions.
- Managed new home loan applications, meticulously evaluating current lending arrangements and implementing necessary restructuring to meet customer objectives.
- Evaluated complex lending profiles, restructuring home loans to align with evolving customer needs and market conditions, ensuring optimal financial outcomes.
- Identified opportunities to cross or up-sell loans and communicated customer needs to appropriate team.
- Retained updated knowledge of market competition and related offerings to generate favor for retention
- Adhered to sales contract agreements and high-quality service delivery by coordinating and leveraging productive and open client communications.
- Produced and implemented customer satisfaction guarantee program which directly resulted in increase in sales.
SMB Account Executive
Deliveroo
11.2020 - 04.2022
- Demonstrated business growth by attracting and retaining customers through strategic outreach whilst maintaining strong customer relationships to boost retention and advocacy.
- Managed new restaurant launches, enhancing partner engagement and retention and boosting restaurant performance and visibility through targeted marketing strategies.
- Exceeded quarterly targets in retention, NPS, and partner performance consistently and improved NPS and marketing metrics, contributing to the overall growth and success of Deliveroo's restaurant partner ecosystem.
- Resolved operational issues, ensuring sustainable growth for SMB restaurant portfolio and improved delivery operations, contributing to significant partner success on the platform.
- Drove restaurant partner growth and retention through strategic account management, improving operational performance and implementing targeted marketing campaigns.
SMB Business Consultant
EnergyAustralia
10.2019 - 07.2020
- Managed SMB accounts, resolving billing issues to enhance customer loyalty and retention and executing precise account maintenance tasks, including move-ins, move-outs, and ownership changes, ensuring data accuracy and compliance.
- Managed SMB accounts, conducting comprehensive reviews and analyzing account data to identify trends, informing decision-making and service improvements including billing investigations, tariff assessments, and demand calculations to optimize customer satisfaction.
SMB Telstra Business Advisor
TELSTRA
07.2018 - 05.2019
- Consistently met sales and NPS targets, driving customer loyalty and value across the business customer base through strategic upselling and renewals driving increased revenue and customer advocacy.
- Drove SMB account growth through strategic reviews, enhancing customer value and surpassing sales targets in key product areas while enhancing customer value, improving loyalty, advocacy and business performance.
Home Loan Specialist Contract
COMMONWEALTH BANK OF AUSTRALIA
01.2018 - 07.2018
- Provided detailed status updates and policy information for home loan applications to brokers and clients with loan queries, enhancing service efficiency.
- Analyzed complex home loan applications, providing expert advice on exceptions and escalated complex cases with various departments to expedite approvals of complex cases, ensuring timely resolution and customer satisfaction to meet deadlines and settlement dates.
Telstra Customer Experience and Sales Agent
TSA GROUP
04.2017 - 11.2017
- Engaged with Telstra clients to enhance service value and satisfaction.
- Managed contract renewals and service additions to boost customer retention utilizing Transact, Nexus, and CAT tools to update accounts and streamline processes.
Education
Bachelor of science - Biology
NSM UKM
Skopje10.2007
Skills
- Sales Management
- Relationship Management
- Business Development
- Account Management
- Project Management
- Customer Retention
Languages
English
Awards
- TSA Group Recognition for Accountability, 09/17, Awarded for taking Initiative and Team Feedback on board and always being a Team Player
- Telstra Business Leadership & Mentorship Programme, 02/19, Awarded to high performing business advisers in their early steps of the leadership journey
- Deliveroo True Roo Award Winner, 07/21, Awarded for consistently executing restaurant outreach to a high standard, driving strong results and noting great feedback
Personal Information
Title: Account Manager
Timeline
Account Manager
Hoya Task Force
10.2024 - Current
Client Relationship Manager
NAB National Australia Bank
11.2022 - 04.2024
SMB Account Executive
Deliveroo
11.2020 - 04.2022
SMB Business Consultant
EnergyAustralia
10.2019 - 07.2020
SMB Telstra Business Advisor
TELSTRA
07.2018 - 05.2019
Home Loan Specialist Contract
COMMONWEALTH BANK OF AUSTRALIA
01.2018 - 07.2018
Telstra Customer Experience and Sales Agent
TSA GROUP
04.2017 - 11.2017
Bachelor of science - Biology
NSM UKM
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