Irina Metreveli
Barcelona
Summary
Summary Client Success Lead with exceptional interpersonal and communication skills, a proven track record in customer service, building strong client relationships, and successfully managing multiple accounts. Detail-oriented and proactive, with a customer-centric mindset. Passionate about contributing to business development efforts to foster growth and maximize client satisfaction.
Overview
7
7
years of professional experience
Work History
Senior Client Service Executive
TransPerfect
01.2021 - Current
- Leading and managing 4 key clients, serving as a key point of contact to enhance satisfaction and retention through strategic implementation (174% revenue growth within 2 years on one of the key clients)
- Providing coverage for the Account Lead role when necessary and currently covering for the Account Lead position on one of the key accounts; opting for the Client Success Lead path
- Conducting data analysis and generating monthly reports to identify and resolve potential issues
- Collaborating closely with production teams and clients
- Acting as the central point of contact between external clients and internal production staff
- Organizing monthly calls and shadowing sessions to improve services and collaboration.
Client Service Executive
01.2020 - 01.2021
- Conducting team calls and trainings, including new member onboarding and creating custom training modules; leading shadowing sessions; third-party review trainings; Sworn/Notarization requests trainings
- Organizing and conducting monthly/quarterly calls with the key clients
- Identifying upselling and cross-selling opportunities with existing clients (Desktop Publishing; Linguistic Validation; Interpretation; Voiceover; extra Quality Check Steps)
Client Service Associate
01.2018 - 01.2020
- Improving internal processes and actively participating in tech team initiatives to increase efficiency
- Working on internal trainings' creation
- Managing multiple client accounts simultaneously
- Initiate and manage client project requests from start to finish, providing detailed budgets, schedules, and instructions to production teams.
Fraud and Payment Analyst Assistant
ALEA
03.2018 - 05.2018
- Creating a training for the newcomers and assisting with new projects
- Handling all documents and needs received from players or Player Satisfaction agents in accordance with KYC regulations
- Validating withdrawals following the P&F regulation
- Maintaining communication with Player Satisfaction agents and providing assistance for any questions related to Payments & Fraud.
Content Operations Intern
Dow Jones
06.2017 - 09.2017
- Contacting Factiva providers;
- Monitoring the content of the licensed publications on Factiva platform;
- Managing operations on Legal Amendment requests and working on other in-depth sector projects.
Education
International Business
University of Derby (EU Business School
2018
Arts - International Relations
European University Business School
2017
Skills
- Microsoft Office
- Project Director, Wordbee, TMS, JIRA, TransPort
- Python (Basics)
- VBA (Basics)
- Client Retention Strategies
- Account Management
- Customer Service
- De-Escalation Techniques
Languages
English
Bilingual or Proficient (C2)
Russian
Bilingual or Proficient (C2)
Spanish
Advanced (C1)
Timeline
Senior Client Service Executive
TransPerfect
01.2021 - Current
Client Service Executive
01.2020 - 01.2021
Fraud and Payment Analyst Assistant
ALEA
03.2018 - 05.2018
Client Service Associate
01.2018 - 01.2020
Content Operations Intern
Dow Jones
06.2017 - 09.2017
International Business
University of Derby (EU Business School
Arts - International Relations
European University Business School
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