Open to work
Nalia Uda
Client Service Manager
London,GB
Summary
Accomplished professional with expertise in strategic account management and global mobility strategy. Demonstrates proficiency in CRM systems, particularly Salesforce, to enhance client retention and optimise business processes. Skilled in stakeholder engagement, collaboration, and negotiation to drive business growth and ensure SLA compliance. Adept at managing onboarding processes, escalation management, and risk analysis to support seamless implementation management. Committed to leveraging communication skills for effective business reviews and fostering long-term client relationships.
Overview
19
19
years of professional experience
Work history
Senior Client Relationship Manager- Sales
Dr Scent
London
2025.01 - Current
- Facilitated successful product launches, strengthening client trust.
- Resolved disputes effectively, preventing contract terminations.
- Implemented CRM systems for optimised client management.
- Optimised workflow processes, reducing response times significantly.
- Drafted comprehensive reports to track client behavioural trends.
- Spearheaded team training sessions for enhanced customer service skills.
- Managed complex client portfolios to ensure customer satisfaction.
- Fostered client loyalty by maintaining regular contact and addressing concerns promptly.
- Negotiated contracts to secure long-term business partnerships.
- Serviced high-profile accounts, reinforcing the company's reputation in the industry.
- Led feedback initiatives to continuously improve performance.
- Handled escalated issues professionally, maintaining brand integrity at all times.
- Coordinated interdepartmental efforts, ensuring seamless service delivery.
- Improved retention rates by implementing personalised service strategies.
- Developed strong relationships with key accounts, enhancing brand presence.
- Developed marketing plans to support department strategies.
- Developed targeted advice for decision-makers on how best to reach target consumers and build awareness.
- Conducted market research to understand the customer base and enhance products.
- Implemented promotional offers to increase sales by 20% during slow periods.
Client Relationship Manager - Global Mobility
CIBT Visas / Newland Chase
London
2022.01 - 2024.08
- Conducted frequent client portfolio business reviews to identify expansion opportunities and reduce churn by 15%, demonstrating strong analytical skills and leveraging data-driven decision-making for continuous improvement and Resolving Issues.
- Enhanced client relationships by proactively managing escalations and applying root cause analysis to align solutions with complex client needs.
- Managed strategic client accounts, serving as primary point of contact for high-level needs and escalations, demonstrating strong Account Management and Customer Service skills.
- Delivered expert guidance on global immigration strategy, providing recommendations that support and facilitate client goals, leveraging CIBT platform knowledge and business immigration expertise.
- Leveraged digital experience expertise to develop and execute client strategies, exceeding performance targets through effective relationship management and Marketing initiatives.
- Improved operational efficiency by 25% through workflow optimisation and process automation, leveraging data-driven decision-making and precision, showcasing strong accountability.
- Trained 50+ clients on internal systems and data portals, improving user satisfaction scores and reinforcing communication skills, thereby enhancing overall value proposition and client satisfaction.
Account Manager - Immigration
Alfa Quality Moving
Stockholm , Sweden
2018.06 - 2021.12
- Leveraged advanced research skills and a deep understanding of EU constitutional principles to navigate complex immigration landscapes, delivering effective and customised solutions for clients, demonstrating strong interpersonal skills.
- Advised multinational clients on work permits, EU Blue Cards, and permanent residency applications, maintaining a 98% approval rate through expert communication skills and intuitive guidance, identifying opportunities for client growth.
- Delivered regulatory risk analyses and implemented new compliance processes, reducing client escalations by 30% through strategic planning, Resolving Issues with accuracy and pace.
- Created and rolled out new service templates and training modules, boosting internal efficiency by 40% and showcasing entrepreneurial spirit and commercial awareness, demonstrating leadership potential.
- Collaborated with cross-functional teams to tailor immigration solutions for 100+ corporate clients, building strong relationships and understanding their unique needs, effectively working the sales funnel and driving client satisfaction, highlighting teamwork.
Senior Immigration Consultant- Global Mobility
Human Entrance
Stockholm, Sweden
2016.07 - 2018.05
- Advised on immigration regulations, ensuring 100% compliance with EU Immigration legislation through meticulous research and analytical skills, demonstrating precision and accountability.
- Streamlined document review processes, reducing case handling time by 25% via process optimisation and Resolving Issues.
- Managed both inbound and outbound mobility, supporting 200+ client transferees and demonstrating strong Account Management capabilities and reliability, showcasing time management.
- Oversaw billing and vendor invoicing, ensuring full cost recovery and timely client reporting, reflecting a keen eye for detail and strong networking skills, contributing to financial operations and pricing strategy.
Client relationship manager - Banking
National Bank Of Dubai
Dubai - UAE
2007.01 - 2016.07
- Implemented efficient systems to reduce paperwork and streamline processes.
- Delivered excellent financial advice for better customer decisions.
- Resolved customer complaints promptly, boosting customer retention rates.
- Assisted customers in loan applications to facilitate swift approvals.
- Executed risk assessments for secure financial operations.
- Handled credit approval processes through diligent application management.
Education
Master's Degree - MA Business Management, MBA
University of Portsmouth
PortsmouthAssociate Degree - Computer Science
Liwa University
UAESkills
- Strategic account management
- Global immigration strategy
- Business reviews and growth
- Communication skills
- Collaboration and negotiation
- CRM proficiency
- Stakeholder engagement
- Process optimization
- Client retention strategies
- Implementation management
- SLA compliance and risk analysis
- Onboarding processes
- Escalation management and compliance
- Salesforce software mastery
Languages
English (Fluent)
Swedish (Fluent)
Arabic (Native)
Affiliations
- Travel
- Roller skating
References
References available upon request.
Work availability
Monday
Tuesday
Wednesday
Thursday
Friday
Saturday
Sunday
morning
afternoon
evening
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Nationality and Permits
Swedish - UK EUSS
Timeline
Senior Client Relationship Manager- Sales
Dr Scent
2025.01 - Current
Client Relationship Manager - Global Mobility
CIBT Visas / Newland Chase
2022.01 - 2024.08
Account Manager - Immigration
Alfa Quality Moving
2018.06 - 2021.12
Senior Immigration Consultant- Global Mobility
Human Entrance
2016.07 - 2018.05
Client relationship manager - Banking
National Bank Of Dubai
2007.01 - 2016.07
Master's Degree - MA Business Management, MBA
University of Portsmouth
Associate Degree - Computer Science
Liwa University