Anna Kot Email & Phone Number

Melbourne, Victoria, Australia

Melbourne, Australia

Melbourne, Australia

In my role which I have undertaken since October 2017, I have effectivelymaintained a retention rate of 98.8% in FY18 and successfully migrated 60% of customerbase into the new pricing platform. Through my strong relationship management skills, Iestablish and maintain customer relationships and business networks to sustain businessgrowth and development. I primarily develop customer experience through product support,comprehensive customer data analysis and effective management of customer complaintsand requests.Moreover, I provide technical assistance to product development and design processes toimprove complex areas of customer success. Also, I coordinate with the salesand marketing department to generate leads and transform them into valuable assets.

Johannesburg Area, South Africa

As a Customer Service Advocate, I responded to customer complaints by determining rootcause of problems and advocating corrective actions. I provided immediate assistance tocustomers in navigating the complaints management process to facilitate satisfyingcomplaint outcomes and reduce the possibility of similar problems in the future. In this role,I served as a point of contact of customers to represent their interests and deliver situation-appropriate solutions. Significantly, I contributed to the improvement of systems andprocesses to resolve complaints and streamline dispute resolution cases.During my time of service at Mimecast, I achieved 118% of personal annual targetcomprised of upselling and risk mitigation and I qualified for an incentive trip to Canadaduring the FY15. In FY16, I achieved 176% of personal annual target comprised of upsellclosed and risk mitigations. More so, I successfully generated upsell influence of anadditional 40% ARR and achieved customer retention rate of 98% across personal clientbase in FY17.

Cape Town Area, South Africa

At Old Mutual Wealth, I worked as an End User Computing Consultant responsible forassisting the technical service desk team in providing customer service support to answercustomer enquiries and issues. I ensured the use of correct resources in various operationsand technical set up. As a leader, I collaborated with the departments to develop technologysolutions and address escalated customer issues. I utilised my personal knowledge insupporting issues involving high degree risks. In addition, I prepare technical specificationsand requirements to evaluate the inefficiencies and recommend optimal solutions.

In the position of a Fund Administrator, I maintained stakeholder register and investor filesto process investment statements and reports. Also, I distributed financial reports toshareholders to provide updates and illustrate progress regarding investments. Furthermore,I studied and analysed previous records to process new fund start up activities and comparewith expense budget. Along with this, I reviewed daily cash accounts to reconcilediscrepancies and maintain accurate records of all financial transactions. More importantly, Iensured compliance with company policies and procedures as well as with anti-moneylaundering requirements and other relevant statutory standards.

In the retail industry, I have worked as a Clerk and Sales Assistant. Generally, I performeddaily work and operations to accomplish tasks within time and budget allocations. I selecteddisplay items in compliance with visual merchandising standards to effectively sell productsbased on current trends. In the area of administrations, I reviewed and updated proceduremanuals to stay abreast with industry trends and current customer preference. I alsomaintained customer profiles by adding and removing information and monitoring clientsubscription to services. Additionally, I collaborated with the sales team to manage clientcomplaints, resolve conflicts and execute quality assurance procedures.

As a Sales Assistant, I received and greeted customers to ascertain their needs and toprovide information regarding products, prices and promotions. I provided assistance tocustomers in processing their final purchases and payments. Also, I managed daily storeoperations including sales displays, stocktaking and cash handling to maintain smoothbusiness operations. I collaborated with the sales and marketing team to develop strategiesin achieving monthly goals and improving the store’s profitability. Lastly, I monitored storesupplies to prepare reports of shortages and unavailability and to maintain stock level.

Bachelor Of Commerce (B.Com.), Marketing/Marketing Management, General

Activities and Societies: Gold Key Honours Society

Education record