Madalina A. Resteman Azzam
Barcelona,Catalonia
Summary
Experienced professional with over five years in customer relationship management across diverse industries, including health tech, real estate, tourism, education, and finance. Proven track record of developing and implementing effective CRM strategies aligned with organizational objectives. Adept at leading and mentoring teams to deliver exceptional service and value. Fluent in English, Romanian, Portuguese, and Spanish. Eager to contribute expertise and thrive in innovative, collaborative environments. Open to new opportunities for making a meaningful impact.
Overview
14
14
years of professional experience
1
1
Certification
Work History
CRM Manager - Europe
Top Doctors
Barcelona
05.2022 - Current
- Developing and implementing the overall CRM strategy for Top Doctors in Europe, in line with the company's objectives and goals
- Hiring and training new team members as needed, as well as developing and implementing training programs to ensure that all team members are equipped with the skills and knowledge needed to effectively serve clients
- Providing guidance and mentorship to the team members, helping them to develop their skills and grow in their roles; setting performance expectations, providing regular feedback, and coaching team members to achieve their goals
- Developing and implementing strategies to engage clients and strengthen relationships with them
- Identifying opportunities for cross-selling or upselling, developing client retention programs, and collaborating with other teams to develop integrated campaigns
- Ensuring that customer communication is timely, personalized, and aligned with the company's brand values
- Collaborating with other departments, such as sales and marketing, to ensure a cohesive approach to customer management and retention.
Client Relations Team Leader UK
Top Doctors
Barcelona
09.2021 - 04.2022
- Manage day-to-day activities of the UK team
- Motivate the team to achieve organizational objectives along with developing and implementing a schedule to achieve desired goals
- Delegate tasks to team members
- Empower team members to improve their confidence, product knowledge, and communication skills
- Contribute to the growth of the company through a successful team.
Client Relations UK
Top Doctors
Barcelona
07.2020 - 09.2021
- Accompanying and onboarding all new doctors during their membership with Top Doctors
- Ensuring that doctor profiles are completed to the client's liking, within the scope of our style and format
- Encouraging doctors to collaborate with the Content Team to create articles for publishing to their Top Doctors profile
- Interviewing doctors on 'hot topics' for the patients, ensuring a high quality video content creation for the profiles
- Giving training on the technological tools and services that we offer to members, and making sure that doctors use them, and that they are using them in the correct way
- Keeping doctors informed about their results and helping them to improve them by using the tools and services available, including collaborating on content with the Content Team
- Managing complaints and general queries from doctors.
Resolution Specialist
Airbnb
Barcelona
09.2019 - 04.2020
- Responding promptly to customer inquiries through various channels;
- Acknowledging and resolving customer complaints;
- Handling the designated inboxes through inbound and outbound tickets/emails, inbound and outbound calls and case work;
- Initiating, investigating and resolving cases, verifying facts, and determining resolutions based on internal policies;
- Crafting clear and concise resolution plans in order to drive fair and accurate outcomes;
- Maintaining high levels of confidentiality while performing investigations;
- Providing feedback on the efficiency of the customer service process;
- Ensure customer satisfaction and provide professional customer support.
ESL Instructor
Professor Prime
Brasilia
09.2018 - 06.2019
- Plan, prepare, and teach well developed lessons;
- Effectively and appropriately differentiate instruction to meet all students learning styles with an appreciation for students learning differences;
- Select and sequence appropriate materials, resources, and approaches according to the course/content area and audience of learners;
- Developed creative and student-centred lesson plans in order to engage all students.
Office Managing Partner
Valmax Brasil Investimentos LTDA
09.2016 - 08.2018
- Open, organise and manage the Brasil office of Valmax U.S.A.
Transaction Coordinator
organiseInvestimentosValmax Realty
04.2015 - 04.2018
- Established and maintained positive communication between all the parties involved in the real estate transactions;
- Worked under strict contractual guidelines and deadlines to successfully close sales transactions;
- Acted as liaison between listing and buyer's agents, escrow lender and Title Company to close all deals on a timely basis;
- Ordered NHD report, coordinated home inspections, termite & septic inspections, appraisals and final walk thru;
- Collected reports and distributed to all parties;
- Reorganised archive system to achieve maximised compliance;
- Gained extensive ZipForms entry and navigation experience.
Head of Back Office
IronFX
Limassol
04.2011 - 04.2015
- Interviewed and hired optimal candidates for specific positions within the department, resulting in a significant reduction in turnover rates;
- Trained and supervised both permanent and temporary staff;
- Created and coordinated the work schedule to ensure coverage and smooth Back-Office operations;
- Prioritised and delegated tasks;
- Provided motivation and direction to create a positive work environment and ensured accurate, on-time completion;
- Reviewed and continuously improved processes to increase efficiency of the department (in liaison with the CTO of the Company);
- Worked closely with Senior Management on Back Office related matters;
- Worked with the Compliance Department to ensure AML due diligence checks are undertaken and followed up as required;
- Liaise and collaborate with external auditors and regulators when needed;
- Served as liaison between the Back-Office and the 3rd parties involved in its operations - banks, online payment providers, AML providers, etc.
Back Office Administrator
PrioritisedIronFX
Limassol
11.2010 - 03.2011
- Prepared and defined the Back-Office architecture and standards in liaison with the Head of Compliance;
- Prepared and documented the procedures of the department and maintained them up to date;
- Opened the company's accounts with the necessary 3rd parties for client payments processing (banks, online payment providers, etc.);
- Trained the Back-Office new personnel;
- Reported to Senior Management on deposits & withdrawals, account opening statistics and monthly performance of the Back-Office department;
- Followed policies and procedures to ensure compliance with regulations, including but not limited to Anti Money Laundering (AML) and Know Your Customers (KYC);
- Conducted Enhanced Due Diligence reviews and ongoing monitoring of high risk customers and escalated any suspicious activity/concerns to the Compliance Officer;
- Periodically evaluated existing Clients according to established policies and procedures;
- Investigated high risk clients and reported where necessary, including Politically Exposed Persons, and obtained all necessary documentation to complete the client file;
- Handled deposits/withdrawals to/from the clients' accounts;
- Performed daily reconciliation of the payments.
Backoffice Administrator
Traders Trust
Limassol
11.2009 - 10.2010
- Provided technical support to clients using Live help chat, phone, and e-mail, ensuring a high level of customer satisfaction;
- Assisted clients in navigating and troubleshooting the Trading Platform (MT4 and Smart Forex Trading Terminal), resolving issues promptly;
- Managed account-related processes, including account opening, deposits, and withdrawals for client accounts, contributing to efficient operations;
- Demonstrated compliance with regulatory requirements, particularly Anti Money Laundering (AML) and Know Your Customers (KYC) policies, to maintain integrity and security;
- Maintained and updated the CRM database as necessary to ensure accurate client records and efficient communication.
Education
Management Development Program in Digital Transformation, Business Administration and Management -
EAE Business School
06.2024
Bachelor, Geography, Tourism -
Universitatea "Babeș-Bolyai" din Cluj-Napoca
01.2009
High school graduate diploma, Certificate of visual arts - Fashion design competencies -
Arts High School Oradea, Romania
01.2006
Skills
- Written Communication
- Leadership
- Team Management
- Decision-Making
- Team Performance
- Strategic Thinking
- Optimising processes
- Coaching
Certification
- Certification of Employees of CIFs - Reception and transmission of orders in relation to one or more financial instruments - CySEC - Cyprus Securities and Exchange Commission
- Tourism agent training program Oradea, Romania - PHARE, CBC Romanian - Hungarian trans-border training centre project
- Certified Transaction Coordinator - CALIFORNIA ASSOCIATION OF REALTORS 890488
- Business Intelligence Course - Servicio Publico de Empleo Estatal SEPE F211465AA-2-6 ADGG102PO
Languages
Romanian
First Language
English
Proficient (C2)
C2
Spanish
Proficient (C2)
C2
Portuguese
Proficient (C2)
C2
References
References available upon request.
Timeline
CRM Manager - Europe
Top Doctors
05.2022 - Current
Client Relations Team Leader UK
Top Doctors
09.2021 - 04.2022
Client Relations UK
Top Doctors
07.2020 - 09.2021
Resolution Specialist
Airbnb
09.2019 - 04.2020
ESL Instructor
Professor Prime
09.2018 - 06.2019
Office Managing Partner
Valmax Brasil Investimentos LTDA
09.2016 - 08.2018
Transaction Coordinator
organiseInvestimentosValmax Realty
04.2015 - 04.2018
Head of Back Office
IronFX
04.2011 - 04.2015
Back Office Administrator
PrioritisedIronFX
11.2010 - 03.2011
Backoffice Administrator
Traders Trust
11.2009 - 10.2010
Management Development Program in Digital Transformation, Business Administration and Management -
EAE Business School
Bachelor, Geography, Tourism -
Universitatea "Babeș-Bolyai" din Cluj-Napoca
High school graduate diploma, Certificate of visual arts - Fashion design competencies -
Arts High School Oradea, Romania
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