Grace Kurzbauer Email & Phone Number

Prague, Cz

London, England, Gb

Expansion and onboarding- Conducted business and legal research to kickstart expansion to Australia, Ireland and Singapore- Project-managed work-flow to launch into new markets - Developed the go-to-market strategy; built a strong team of 12 in-house and freelance sales and onboarding agents to onboard new partners quickly and cost-effectively- Designed processes of the onboarding and due diligence requirements GDPR and compliance design and training with a company best practice guide- Performing internal audits to ensure compliance with current regulations and then to create recommendations to ensure Tagvenue is fully compliant- Overseeing the implementation of the changes to the product, security and HR processes to ensure that all operation employees are trained on KYC/KYB procedures and GDPR requirements - Conducting data protection trainings and acting as the compliance advisor to the founders and team membersBusiness operations and growth:- Identifying, researching, testing and analysing business opportunities; - Developed and managed the paid partnerships programme with a stable MoM growth of the department revenue of 5-10%;- Running sales process via outbound B2B email marketing campaigns (copywriting, targeting, converting);- Building and maintaining strong business relationships with Key and Premium Business Partners.Finance, HR and office operations:- Conducting monthly checks on the finance department activities to ensure correct reconciliation of the incoming payments;- Acted as the HR manager (recruiting and hiring, contracts preparation and documentation, handling work permit application process for non-EU employees, onboarding).

London, England, Gb

Closely managing and motivating CS teamWorking with CEO and COO on setting goals for the team and building the company's customer approach strategy Set up a company branch in Poland: defining strategy, working with lawyers to set up the company, negotiating with partners, recruiting agents, training new team members, organizing on-boarding trips to London, ensuring the newly established branch worked flawlesslyBuilding, implementing and monitoring the internal KPI system together with the CEOReporting issues and ideas which led to significant improvement of the customer chat system Working closely with the MLRO on tracking suspicious transactional patternsDealing with serious customers escalationsRecruiting CS agents on an ongoing basis (teams in London and Krakow grew from 5 to 15 and 20+ agents respectively)

London, England, Gb

Resolving customer queries via in-app chat, phone and social mediaWorking closely with the MLRO on conducting AML/KYC checks on customers and tracking suspicious activitiesReporting bugs to developers and coming up with solutions on how to make the app more customer friendlyReporting to the CEO issues faced by the CS team and coming up with solutions for product and service improvement

Москва, Ru

End to end project administration and delivery of the gaming platform Legend: War of DragonsGrew project from scratch to a sustainable user base with MoM revenue growthSupervision and delivery of customer experience designRecruited, trained and managed an inhouse team of 3 and the online team of 30+

Moscow, Ru

Project development and managementCoordination of implementation of technological innovations;Online trainings organization and content preparation (online marketing, SEO techniques & technologies)Writing content and layout converting of educational newsletter (online marketing, SEO techniques & technologies)SEO, PR and marketing projects deliveryRussian/Polish/English original texts and translationsWorking with developers and graphic designers Preparing financial reportsMarketing events management

Helped launch the e-commerce platform Co-developed customer acquisition strategy Russian/Polish/English translations

Management and execution of export of high value goods to Russia, Kazakhstan, UkraineDomestic sales coordination (relationship management of key clients, new clients acquisition, deal negotiations)Russian/Polish/English translationsOffice management and administrative supervision

Representing the Embassy at official eventsDrawing up official notes, cooperation offers, contracts etc.Preparing official correspondence and documentationRussian/Polish/English translations

Master'S Degree, Russian Studies

Social Sciences