Moving through several different roles within the Company provided me with a full industry overview required to continue maintaining the global online presence and strong company image. Started as a Sales Representative, later on became a Marketing and Content Manager without previous technical background was both challenging and rewarding. Currently serving as a Customer Care & Complaints Manager, I manage the team’s responsibility, assign tasks, monitor performance and ensure all complaints are handled promptly and in a professional manner. Plan and drive ongoing account strategy - work with clients to establish critical goals, or other key performance indicators and aid the customer in achieving their goals, and advocate customer needs/issues cross-departmentally. Maintain a highly collaborative, positive, & synergistic relationship with the customer and with internal teams to ensure quality solution delivery and support. The department is the last point of contact and deals with the most complex issues, covers legal aspects, responds to public complaints and social media reviews, offers compensations and solutions to every inquiry escalated to the team. I also manage the Affiliate Program and am partially involved in the Account Management in the Company.

▪ First point of contact for multinational blogging and sales teams▪ Marketing campaigns and deep market research on both local and international levels▪ Building and maintenance of WordPress websites, blogs, and social network accounts▪ Attracting new customers and ensuring the company’s long-term goals are achieved▪ Providing Meta Trader 4 training sessions to clients▪ Acting as a compliance officer, dealing with contracts and legal documents▪ Ensuring that all FCA regulations are duly followed

▪ Investigating client’s cases while following stringent rules and practices▪ Providing exceptional customer service▪ Ensuring that the fairest outcome has been reached and all procedures are dully followed▪ Balancing between extremely high targets and tight deadlines while complying with FCA regulations and internal policies▪ Preparing extensive reports, letters with final decisions and cheques for customers on a daily basis▪ Dealing with highly sensitive and strictly confidential information ▪ Checking redressers’ calculations

▪ Managing a team of more than 30 people▪ Preparing offers▪ Dealing with inquiries and complaints▪ Drafting various documents ▪ Dealing with data protected files, confidential records, and other sensitive information▪ Managing clients’ files and maintaining personal records▪ Allocating cleaners, organizing schedules, and calculating salaries

▪ Interviewing potential employees on behalf of existing clients▪ Substantiating applicants’ skills by administering and scoring tests▪ Welcoming new employees to the organization by conducting orientation▪ Submitting employee data records by assembling, preparing and analyzing data▪ Supporting the company’s manager▪ Co-ordinating events, projects, management and communication plans▪ Business development and market research▪ Marketing campaigns▪ Web page maintenance

▪ Handling all secretarial functions, duties, and responsibilities ▪ Organizing, preparing agendas for, and taking minutes of board meetings▪ Developing and implementing administrative policies and procedures to improve efficiency▪ Making reservations, booking venues and flights▪ Monitoring all legal secretaries and trainees and allocating the tasks between them▪ Assisting in writing and issuing the company’s legal digest▪ Organizing interviews for the admin staff and assisting the managing bodies in taking the final decisions