Alena Thomas Email & Phone Number

Woking, Gb

• Grew portfolio of 10 strategic banking, merchant acquiring, crypto, remittance, consumer card program and open banking customers, both in the UK and Europe, by 20% in 2023, with ARR of £7M.• Reduced fraud from 3% to 0.5% across consumer banking customers by close cooperation with client stakeholders, Compliance and Risk teams. • Kickstarted a project between product, compliance and customer success teams, leading to development of a transaction-monitoring product worth min £36,000 per client per year.• Coordinated client migrations to APIs, which increased transaction volume by 500%.• Achieved 90% client retention rate across my portfolio in 2023 and represented my clients at Product, Finance, Compliance and Risk committees. • Key escalation point for technical and business issues with an in-depth understanding of clients’ respective contracts, product use cases, workflows, and potential risks. • Streamlined customer communication post-incidents, which led to 50% reduction in inbound customer enquiries. • Collaborated with marketing team to create case studies, testimonials and podcasts driving growth in customer enquiries by 10%.

Slough, United Kingdom

• Achieved 20% YoY growth and £12M in annual recurring revenue for my strategic account portfolio (cyber protection, retail). • Initiated payments and billing optimisation projects for my portfolio which led to additional 5% revenue collected.• Won bid to build new Nordics territory with annual incremental revenue of £500K.• Led a team of 4 contracted operations managers to successfully deliver project pipeline and integrations: machine learning, alternative e-commerce and B2B payment methods launches (Klarna, Paypal, TreviPay, Sepa Direct Debit), front-end improvements.• Led the on-boarding of accounts which involved coordinating work cross-function: Payments, Tax, Data, Project management, and Customer operations teams.• Digital River’s approved person at Financial Conduct Authority (FCA)• Delivered Digital River client Summit 2022 – global virtual networking event for customers and prospects, achieved 20% increase in new customer inquiries. • Developed a new Customer Success hire onboarding framework which led to 1 month reduction in the previously established induction period.

London Area, United Kingdom

MrWeb is an independent online publication that operates the world's busiest daily news and job service websites for market research professionals.I delivered subscription payments project insuring our corporate members pay for their readers. I re-negotiated the contracts with MrWeb's advertisers; onboarded 10 new businesses.

London, United Kingdom

Pay360 offers a range of payments services in one place ( online, Face-to-face, over the phone and chip and pin. Both large enterprises and SMEs can benefit from it's modular solutions that are easily tailored to suit business needs.• Responsible for relationships with 20 strategically important gateway clients (gaming, cashless parking, retail, utilities) with total value of £3mln per year to the business,• Monitored weekly platform performance and reported on results internally and for customers,• Re-negotiated at senior management level and renewed contracts ;• Liaised internally and with clients to deliver service against SLAs with best interest of the clients at heart,• Provided technical guidance on product use and integration of PSP, anti-fraud tools, advised on third-party suppliers.

London, United Kingdom

*Developed, maintained and monetized relationships with new and existing customers; *Achieved annual accounts growth of at least 25%; *Worked towards the increase of a level of profitability with VIPs’ portfolio of clients set by the Head of Sales; *Developed and executed campaigns & promotions including working closely with the marketing, finance and anti-fraud departments; *Run financial reports and statistics to monitor performance and follow up on results internally and for the customers; *Identified and made detailed product development proposals to improve the service offered to the end-users; *Designed a VIP mini-site; *Followed strict KYC and anti-fraud procedures while providing exceptional customer service experience; *Attended and represented Skrill (Moneybookers) at events and exhibitions tailored to online gaming/payments operators in the UK, Ireland, Poland, Russia, Australia.

London, United Kingdom

*Reached team and personal sales targets of £3ml and £600,000 respectively per year*Researched into customers’ businesses, assessed needs and matched solutions to customers; *Made business proposals and followed up with clients after the events to ensure repeat sponsorship and attendance;*Additionally to telesales and sponsorship sales, face to face meetings with current and potential customers, presentations and attendance of industry conferences, exhibitions and training my role included account management responsibilities.

London, United Kingdom

Admin support to the PR Team; organised internal and external conferences and seminars; prepared management reports and presentations in Excel and PowerPoint; Created press releases, liaised with agencies abroad and developed new website features for PR department.

Bachelor'S Degree, International Business And Marketing, 2.1

Bachelor'S Degree, Business Administration And Management, General, 2.1

Studies abroad