- Responsible for helping clients implementthe PSA module in their Salesforce organization- Responsible for the Support team within Cloudteam Company; created newSupport contracts to better engage with customer needs; worked ondeveloping new KPI’s to better monitor our efficiency;- Started creating Knowledge articles based on Cloudteam’s ownproducts/apps to create a better understanding internally, as well as providing assistance to our customers; - Certifications: Salesforce Certified Administrator; Service Cloud Consultant certification expected July 2020

• Lead team of Customer Care experts focused on client relations; liase between clients and inbound customer service teams to ensure targets and requirements are clear and acheivable• Manage over 700 client accounts; coordinate and oversee site visits; organize and run performance review meetings with clients • Assist Sales team with determining correct level of support for potential new clients; interpret client wishes into performance goals and workable scripts for use during inbound interactions; continuous evalutation of client experience of Interswitch service• Oversee complaint handling and advise on possible ways to resolve disputes for both inbound contacts and client frustrations• Run performance reports for clients based on account data; interpret results to aid in ongoing improvement of customer service performance• Achievements/Projects: Middle Management Training course (expected completion April 2018); Advanced Excel course (completed 2017); Member of task force for data security improvement (GDPR); Create internal statistical reports to compliment planning software reporting to determine areas for improvement across the company

• Promptly handle inboud inqueries for a wide variety of clients, including but not limited to facility management, housing corporation, IT organisations, healthcare, etc; follow up inqueries by emails, SMS or phone• Coordinate with 3rd party and breakdown/emergency services to provide resolutions for client contacts• Maintain account database and ensure quality and accuracy of all data registration and actions taken • Achievements: Qualified trainer for over 30 employees

• Responsible for updating existing database of “special financial institutions” (BFI); flag missing data and request updates from BFIs when necessary• Ran reporting on annual profits for BFIs to identify ouliers and potential areas of risk for De Nederlandsche Bank