Spearheaded a 9-year transformation of the global client services team, introducing cutting-edge technology and redefining workflows to create a proactive, client-centric workforceSupported tens of thousands of users across thousands of active data rooms annually with a low client service cost per userMaintained a 98.8% client satisfaction rate and consistently achieved an outstanding NPS score, demonstrating exceptional customer satisfaction and loyaltyReduced staff attrition to exceptional levels, well below industry averages, during periods of impressive annual company growthEnhanced service delivery by reducing technical issues by almost half through close collaboration with the product team and weekly reviews of client feedback. Led the expansion globally into Europe, India and North America, with offices through out different geographical locations.Played an integral role in Sterling's acquisition by TransPerfect as part of the leadership team, contributing to the integration of operations, teams, and processes to ensure a seamless transition while maintaining exceptional client service standardsAutomated workflows across client services, sales, and billing, streamlining operations and enhancing accuracyPartnered with sales and product teams to align client success strategies with organisational growth goalsOversaw compliance initiatives, managing client security questionnaires and ensuring adherence to regulatory requirements

Delivered tailored onboarding and training programmes for SaaS clients, ensuring smooth adoption of solutions at scaleActed as a strategic partner to clients, providing proactive support and addressing complex technical challenges

Strengthened client relationships through proactive support, achieving high renewal rates and driving retention in the UK, Scandinavia, Israel & IrelandPartnered with internal teams to deliver solutions tailored to diverse regional client needs

Directed client implementation for member firms, software houses, and vendors into the London Stock Exchange, ensuring precise profile maintenanceActed as primary liaison for Exchange-wide initiatives, including the Borsa Italiana merger, orchestrating system and documentation updatesLed due diligence efforts to uphold regulatory standards before onboarding new firms

Supported clients in the UK, Turkey and Israel with tailored data solutions, ensuring smooth implementation and measurable improvements in workflowsConducted consultative client visits, aligning Bloomberg’s services with long-term objectives

Spearheaded FX sales efforts targeting mid-sized companies in Switzerland, Germany, and AustriaCultivated strategic client relationships to enhance revenue generation and satisfactionConducted in-depth analysis to deliver tailored solutions and optimize performanceUndertook client visits to identify new business opportunities and upsell potential