Hala Hamed
Customer Success Manager
Haifa
Summary
Experienced Customer Success Manager with a Master’s degree and a strong background in business development. Expertise in enhancing client satisfaction and driving growth within fintech and freelancing platforms.
Overview
4
4
years of professional experience
5
5
years of post-secondary education
Work History
Customer Success Manager
Fiverr
04.2022 - 06.2022
- Onboarded and managed a portfolio of high value clients, maintaining strong relationships and ensuring high levels of satisfaction.
- Presented QBR sessions to inform clients about optimal practices for maximizing business opportunities and product capabilities.
- Organized and led workshops and webinars focused on effective freelancing, small business management, and platform optimization.
- Managed contract renewals, securing a high retention rate.
- Analyzed data-driven insights to formulate targeted strategies for boosting overall client engagement levels.
Customer Success Manager
EToro
04.2021 - 02.2022
- Built and maintained strong relationships with high-net-worth individuals and institutional investors, ensuring their trading experience on eToro is seamless and satisfying.
- Provided continuous education on risk management and trading strategies to empower clients to make informed decisions.
- Collaborated with the marketing teams to develop campaigns aimed at more engagement and expanding client portfolios.
- Implemented effective retention strategies, resulting in a high client retention rate and increased lifetime value.
Customer Service Representative
EToro
10.2019 - 04.2021
- Assisted clients with account inquiries, trading issues, and platform navigation.
- Provided timely and accurate solutions to customer problems via chat, email, and phone.
- Educated users on platform features, trading tools, and best practices.
- Collaborated with technical teams to resolve complex issues and improve the customer experience.
Community Manager
Marketing Department, Tel Aviv University
09.2018 - 07.2019
- Participated in developing and executing a seasonal social media marketing strategy targeting the relevant audience.
- Monitored and reported on online conversations, feedback and reviews through active listening.
- Maintained the voice of the brand in all interactions.
Social Media Intern
Public Affairs Division, Tel Aviv University
01.2018 - 06.2018
- Created (wrote and designed) original posts for Instagram, Twitter and Facebook using a content calendar.
- Collaborated with outsourced graphic designers, photographers, and editorial teams on marketing materials.
- Researched and analyzed trends in social media to remain at the forefront.
Education
Master of Arts - English Literature
Tel Aviv University
Tel Aviv 10.2017 - 07.2019
Bachelor of Arts - Communication Studies And English Literature
Tel Aviv University
Tel Aviv 10.2013 - 06.2017
Skills
Strategic Planning
Client Relations
Training programs
Business Development
Tableau & SF
Languages
English
Proficient
C2
Arabic
Proficient
C2
Hebrew
Excellent
A1
Timeline
Customer Success Manager
Fiverr
04.2022 - 06.2022
Customer Success Manager
EToro
04.2021 - 02.2022
Customer Service Representative
EToro
10.2019 - 04.2021
Community Manager
Marketing Department, Tel Aviv University
09.2018 - 07.2019
Social Media Intern
Public Affairs Division, Tel Aviv University
01.2018 - 06.2018
Master of Arts - English Literature
Tel Aviv University
10.2017 - 07.2019
Bachelor of Arts - Communication Studies And English Literature
Tel Aviv University
10.2013 - 06.2017
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