Rumiana Metodieva

Responsible for large portfolio of high performing VIP customers Retention and reactivation campaigns Close work with Marketing & Sales

Manage a group of country specific VIP accounts assuring maximum customer satisfaction. Working on specific projects as required. Monitoring customer’s activities and pattern and developing specific strategies to maintain their active rate and VIP level. Handling complaints and compensation requests. Marketing and competition researches. Organizing sales-oriented meetings and business trips to develop the business in French speaking countries.

Preparing reports and researches for the French/ Canadian online gaming markets. Converting new players by assisting them with site's registration and first deposit. Assisting with deposits/cash outs/technical issues. Following online gaming forums and reporting feedback from customers. Coaching and training the new joiners in the French Outbound team. Assisting with complaints handling. Assisting with VIP customers cases. Preparing payment methods presentations for the team.

Preparing and presenting the new products to existing and potential customers. Organizing trips and partnership with local and foreign travel agencies/airlines/hotels. Advertising products via email, phone, social medias. Joining info tours and reporting feedback. Preparing invoices, finance documents and insurance policies.

Communication via phone/email with customers, providing detailed information about products, prices and services proposed by the company. Working with a specialized software/database. Daily communication in Bulgarian, English and French. Good knowledge of customs procedures (import/export), specific documentation and regulations. Complaints handling, escalating issues to Management. Customer penetration and focus on details. Proposing alternative solutions in specific/emergency cases.

Outbound campaigns via internet telephony with customers from France and Belgium. Offering a product/service to meet customer specific needs. Appointments scheduling. Productivity and quality reports to Team leaders.

Recently relocated to Munich and currently looking for new opportunities.