Dominika Filip
Customer Relationship Manager
Riedstadt
Summary
Customer Relationship Manager with 7+ years of experience in financial services, including 3 years of team leadership and 4 years as a Business Analyst. Skilled in driving customer satisfaction, optimizing business processes, and aligning client needs with strategic goals. Proven ability to lead teams, analyze data, and deliver solutions that enhance operational efficiency and drive growth.
Overview
8
8
years of professional experience
8
8
Certifications
2
2
Languages
Work History
Customer Relationship Manager
HP Financial Services
11.2024 - Current
- Client Relationship Building: Establish and maintain strong, long-term relationships with clients, acting as the primary point of contact.
- Customer Retention & Satisfaction: Implement strategies to retain clients, resolve issues, and ensure a high level of customer satisfaction.
- Account Management: Oversee client accounts, ensuring services/products meet expectations and managing renewals and contracts.
- Data Analysis & Reporting: Monitor customer feedback and trends, using CRM tools to track interactions and generate performance reports.
- Collaboration & Strategy: Work closely with sales and service excellence teams to tailor solutions, drive business growth, and support strategic initiatives.
Operations Team Leader
HP Financial Services
11.2021 - 10.2024
- Lead weekly team meetings to align on goals and updates, enhancing team cohesion
- Conduct regular 1:1 meetings to address performance and development, fostering growth
- Present weekly performance reports to leadership, ensuring deadline compliance
- Optimize workflows, achieving a 75% reduction in man-hours on repetitive tasks
- Develop Excel spreadsheets for consistent daily, weekly, and monthly reporting
Senior Business Analyst
HP Financial Services
02.2019 - 11.2021
- Led communication with partners, ensuring project alignment and enhancing customer satisfaction
- Evaluated policies, crafting recommendations that adhered to guidelines and addressed unique cases
- Served as SME for internal systems, supporting 150 global team members with efficient processes
- Consistently fulfilled critical customer requests, improving satisfaction and business outcomes
- Collaborated with Sales to align customer metrics, achieving organizational goals effectively
Business Analyst EMEA
HP Financial Services
10.2017 - 02.2019
- Collaborated with sales teams to enhance customer relations, boosting satisfaction by 45%
- Managed tender processes, analyzed quotes, and cut operational costs effectively
- Generated new accounts while ensuring compliance with policies
- Processed and funded contracts, coordinating to resolve issues efficiently
Team Lead Assistant
HP Financial Services
08.2016 - 10.2017
- Ensured top-tier service delivery by coordinating with team leaders, enhancing client satisfaction
- Supported internal teams with administrative tasks, improving efficiency and workflow
- Prepared critical documents for audits, ensuring compliance with financial regulations
- Onboarded and trained new hires, emphasizing policy adherence, fostering a compliant workforce
- Analyzed VAT metrics monthly, contributing to data-driven decision-making processes
Education
AmCham Emerging Leaders Development Programme - Enhancing Leadership Potential
American Chamber of Commerce Ireland
Dublin 10.2022 - 5 2023
FETAC Level 5 - Business Studies
Ballyfermot College of Further Education
Dublin 09.2011 - 5 2012
Skills
Risk Assessment
Certification
Administrators: Get Started Configuring Sugar at SugarCRM
Timeline
Customer Relationship Manager
HP Financial Services
11.2024 - Current
HPE Greenlake at Hewlett Packard Enterprise
03-2024
IT Asset Management Excellence Training at Hewlett Packard Enterprise
02-2024
AmCham Emerging Leaders Development Programme - Enhancing Leadership Potential
American Chamber of Commerce Ireland
10.2022 - 5 2023
Sustainability Advocate at Hewlett Packard Enterprise
07-2022
Administrators: Get Started Configuring Sugar at SugarCRM
04-2022
Sugar for Solution Architects at SugarCRM
04-2022
Operations Team Leader
HP Financial Services
11.2021 - 10.2024
Fundamentals Of Six Sigma (6σ) - Six Sigma White Belt at Asean Online Education AOE
03-2021
Introduction To Contracts In Law at Asean Online Education AOE
02-2021
Business Analysis Certification | BA Crash Course at Udemy
05-2020
Senior Business Analyst
HP Financial Services
02.2019 - 11.2021
Business Analyst EMEA
HP Financial Services
10.2017 - 02.2019
Team Lead Assistant
HP Financial Services
08.2016 - 10.2017
FETAC Level 5 - Business Studies
Ballyfermot College of Further Education
09.2011 - 5 2012
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