Zack Cilia

• Actively listened to customers' requests, confirming full understanding and giving the best available options.
• Collaborated with team members to achieve target results.
• Improved operations through consistent hard work and dedication.
• Set up and maintain third party affiliate offers on our platform.
• API set up, and testing for the offers we manage on behalf of advertisers.
• Establishing a good relationships with partners/affiliates, as well as proactively develop new leads into opportunities.
• Monitoring accounts activities, analyzing performance on different levels of reporting while identifying areas of improvement and coming up with ways how to increase revenue generated by the account.
• Optimizing traffic on Source, GEO and other levels available. Testing new setups and different offers.
• Analyze partner’s performance reports, optimize landing pages, and ensure the growth of partner’s traffic and performance.
• S2S Pixel integration.
• Seeking new partners with the objective of creating new revenues for the company by proactively conducting business development amongst qualified leads.
• Attending conferences to meet existing partners and improve relationship while coming up with ways to improve the partnership for both sides. Also setting up meetings with new potential partners and discussing a way to work together.
• Training new colleagues and mentoring new Account Manager that replaced me when I got an internal promotion to a different product.
• Working closely and reporting to the CSO, COO and partners of the company, discussing improvement on product, KPIs and discussing accounts and how more sales can be generated.

• Taking meetings with clients to train them on using a customised version of CRM.
• Writing up User Guides to assist our clients with using CRM seamlessly on a day-to-day basis.
• Updating internal support procedures to keep clients satisfied with the company's support.
• Training of new Support Officers starting with the company.
• Tackling difficulties agents might be having with any support related issue.

Supported a range of different Forex Brokers with the below daily tasks:

• Taking Chats from GS agents when the query is payments related.
• Assisting with queries ensuring the client is satisfied with the services and assisted in a timely manner.
• Processing payments via Bitcoin, Wire Transfers and Zelle.
• Investigating transactions processed via OlePay and VLoad.
• Processing Zelle transactions ensuring that the broker's timeframe is honoured and the client is satisfied.
• Investigating cases of missing funds, both deposits and withdrawals.
• Analising our clients' transactions diminishing the risk of fraud.
• Calling clients to welcome them to the broker and assist with account setup.

Other responsibilities include: Assisting with setting up new procedures, helping team members, training of new agents and auditing other agents' work making sure all policies and procedures were followed correctly.

Supported a range of clients that used a customised version of Microsoft Dynamics CRM. Such customisations were developed, tested and deployed by Exigy.

Daily tasks included:

• First Line and Second Line Support.
• Helping our customers with system related queries.
• Identifying bugs in the system and assisting with fixing and testing the fix.
• Training clients to use our system.
• Training new Exigy employees to use the internal CRM.
• Meeting clients to discuss system issues and proposed system changes.
• Assisting with Change Orders.
• New customisations / Fixes on existing systems.
• Writing test cases and testing both the solution to be deployed and the system once the deployment is complete, ensuring that the system and new customisation are both working as intended.
• Writing User Guides for new clients and/or new customisations to help our clients with frequently asked questions.
• Deploying of new solutions.
• Creating automated workflows and email templates to be sent out from the CRM on trigger.
• On-site meetings with clients to ensure that the system is being used as intended and help with any issues that come up.

Experienced using CRM2015, CRM2016, CRM Online, CRM V9.