Roman Metodiev

Account Management / Business Intelligence Lead on a customer account. Knowledge of customer’s business inside out. Implementation and adoption, quality control, training and onboarding platform users, troubleshooting. Business and analytical research involving company and competitor analysis using different qualitative and quantitative models. Generating well-researched executive, company, industry, sector analysis across multiple domains using various frameworks.

Accompanying, advising and developing key accounts in the daily operations of their core business. Compiling statistics, analyse KPIs and derive actions. Acting as the client’s stakeholder in all situations. Full client onboarding and training. Reporting to VP Sales and CFO on financial targets progress, potential new contracts/clients/leads and planned projects.

Setting up new office with GM of NETELLER Bulgaria. Managing a client portfolio of key business accounts. Represent and sell NETELLER products in both online and offline environments. Delivering market and competitor analysis. Reporting to Head of Account Management. Drive revenue and profits from high volume business partners by generating and pursuing existing and new leads. Identify the key markets and customers.

Conducting monthly P&L reviews with the CEO and CFO. Maintain business relationships with third parties (Franchisees, Affiliates, Software Providers). Coordinating and managing the annual business planning process. Participating in strategic planning and operating discussions. Analyze and report on KPI’s. Managing promotions. Improving customer retention and acquisition. Reporting on promotional metrics for campaigns, life cycle reports, promotional liability and bonus costs.

Start-up project - fully established new call center, including purchasing of necessary equipment, setting and tuning required software, hiring staff, training, preparing technical documentation, liaising with Dev/QA/Design teams for maximum performance during launch product stage. Responsible for the day to day management of Customer Service and VIP teams. Reporting to CEO and CFO.

Supervising a push chat/outbound team of 30 people. Producing and managing work-plans and schedules for the team. Liaise with various departments to resolve both agent’s and customer’s queries and to ensure smooth workflow and cooperation. Working on multiple specific projects. Tracking team's progress and reporting to management.

Taking care of VIP players via email and phone, assuring maximum customer satisfaction by providing solutions to their needs and desires. Liaise with various teams in to resolve customers queries. Working on additional projects such as outbound promotion campaigns, reactivation and marketing research, aiming to increase the conversion ratio and therefore company's revenue.

Russian language and literature.