DANIELA BOZINOVSKI
Cochrane,AB
Summary
Proven leader in customer success and sales management, excelling in client service optimization and strategic communications. At JPMorgan Chase & Co., I spearheaded initiatives that consistently exceeded client satisfaction goals, achieving a 90%+ accuracy in new client setups. Skilled in fostering inter-department collaboration and building lasting customer relationships, I drive growth and enhance account management processes.
Overview
13
13
years of professional experience
Work History
Customer Success Manager
The Public Place Network
Calgary , AB
10.2023 - 02.2025
- Established strong relationships with clients through regular communication and follow-up activities.
- Negotiated contract renewals and managed customer expectations to ensure satisfaction.
- Coordinated with technical support teams to resolve customer issues promptly.
- Developed plans and strategies to grow business and achieve company portfolio goals.
- Utilized CRM tools to track customer interactions and report on progress towards goals.
- Led customer onboarding processes, ensuring smooth transition and high satisfaction levels.
Account Manager
ext. marketing
Toronto, Canada
01.2022 - 01.2023
- Assisted clients in the banking and financial services industry bring their marketing goals to fruition by overseeing their projects from start to finish
- Acted as a liaison between internal and external stakeholders to ensure all client needs are met throughout the course of the project to ensure the delivery of an exceptional final product
- Managed the successful development and delivery of a semi-annual market outlook report, catering to CIBC investors, resulting in enhanced investor engagement and informed decision-making
- Collaborated cross-functionally to ensure timely completion and accurate content for CIBC's daily market reports, contributing to the bank's commitment to delivering up-to-date financial insights to its stakeholders
Sales Coordinator
Zone·tv
Toronto, Canada
01.2020 - 01.2022
- Utilized solution-focused short and long-term marketing strategies, fostering ongoing development of customer-specific plans to achieve annual operating plan objectives and continued company success
- Improved marketability by identifying and capitalizing on market opportunities, understanding consumer requirements, defining competitive market trends, establishing targeted market shares, growing distribution networks, and implementing revenue growth and brand awareness initiatives
- Facilitated functional support for all CRM interfaces (Salesforce) modifications throughout all sales and marketing departments
- Coordinated with an external marketing team to brainstorm strategies and finalize marketing plans for various sales initiatives throughout the company
- Wrote and edited various marketing materials, including press releases and outgoing email campaigns
Business Development Specialist
JPMorgan Chase & Co.
Toronto, Canada
01.2018 - 01.2020
- Maintained awareness of competitive landscapes, opportunities for expansion, customer & market insights, and new industry developments to keep up with competitors and create client opportunities
- Developed and fostered business partnerships through facilitating proactive direct sales, analyzing market trends, detecting potential customers, reaching out to clients, closing business deals, and training new hires
- Consistently acquired new clientele and provided them with exceptional support and training in the sale of point-of-sale software systems
- Mobilized leadership skills in training and coaching 3 new hires during tenure
- Maintained a 90%+ accuracy rate in new client setup documentation and effectively dealt with customer issues and inquiries
Risk Analyst
JPMorgan Chase & Co.
Toronto, Canada
01.2015 - 01.2018
- Conducted comprehensive risk assessments to identify potential threats and vulnerabilities within the organization's operations, systems, and processes
- Analyzed and evaluated financial data, market trends, and industry regulations to assess the potential impact of risks on the organization's financial performance
- Developed risk management strategies and implemented risk control measures to minimize potential losses and ensure compliance with regulatory requirements
- Handled 80+ financial risk and fraud cases daily for merchants, analyzing payment processing and following up with 20+ cases daily to minimize financial losses
- Consistently exceeded expectations in case volume and resolution accuracy
- Received several employee awards during tenure, including: 'Safeguard Our Customer', 'Do the Right Thing' and 'Use Common Sense'
Onboarding Specialist
JPMorgan Chase & Co.
Toronto, Canada
01.2013 - 01.2015
- Ensured smooth merchant onboarding to point-of-sale software systems, processing 20+ packages daily with 100% accuracy
- Communicated with management and sales to solve problems and ensure correct documentation was submitted, notably gaining recognition for ensuring a balance of productivity and quality assurance and achieving promotion
Administrative Assistant
JPMorgan Chase & Co.
Toronto, Canada
01.2012 - 01.2013
- Managed administrative duties across two branches, including front-line reception, staff calendar management, incoming and outgoing mail, and payroll
Education
BA - English Specialist
University of Toronto
Skills
- Client service optimization
- Sales management
- Inter-department collaboration
- Customer onboarding
- Strategic communications
- Customer account management
- Account management
- Customer relationship building
Volunteer Experience
- Education Volunteer, Frontier College / Collège Frontières
- Special Events Volunteer, UTSC Women's and Trans Centre
Timeline
Customer Success Manager
The Public Place Network
10.2023 - 02.2025
Account Manager
ext. marketing
01.2022 - 01.2023
Sales Coordinator
Zone·tv
01.2020 - 01.2022
Business Development Specialist
JPMorgan Chase & Co.
01.2018 - 01.2020
Risk Analyst
JPMorgan Chase & Co.
01.2015 - 01.2018
Onboarding Specialist
JPMorgan Chase & Co.
01.2013 - 01.2015
Administrative Assistant
JPMorgan Chase & Co.
01.2012 - 01.2013
BA - English Specialist
University of Toronto
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