Sofia Gagaki

Responsible for VIP customers located in Germany:

• Key Account Portfolio of 400 German customers: Close monitoring of customer accounts & establishment of strong and trustful relationships with existing and new clients.
• Connecting link between the HQ and the local team, making the procedures and actions between the two countries more efficient and faster.
• Responsible for all communication with the whole VIP database of the company for Germany (calls, Emails, personal messages, bonus requests).
• Analyzed sales and customer data to identify trends and opportunities for increased profitability.
• Analyzed market trends, identifying opportunities for expanding product offerings within key accounts.
• Strengthened client relationships through regular communication and effective problem solving.
• Developed customized proposals for potential clients, demonstrating the value of the company's products and services.
• Built and maintained strong client relationships to drive business growth.
• Proactively identified potential issues within key accounts, taking corrective action to prevent loss of business or dissatisfaction.
• Coordinated with internal teams to ensure timely delivery of products and services, meeting client expectations.
• Leveraged CRM tools to track account interactions and sales progress, ensuring accurate forecasting and reporting.
• Handling & solving of difficult cases, especially in regards to demanding clients or Responsible Gambling issues.
• Conduction of a VIP Report for Germany (KPIs, important actions, main productivity KPIs, DE VIP Segment High & Low performers) on a monthly basis.

• Responsible in Sales for customers located in Germany:
• Conduction and execution of campaigns & personalized offers
• Customer acquisition actions
• Communication with clients (Calls / Emails)
• Customer Research
• Increase of first deposit KPIs
• GDPR conversion

• 1. Financial Planning
• - Account Customer Management (YouTube, Spotify, Apple I-Tunes, Cosmote, Vodafone)
• - Customer Credit Control
• - Participation in Annual Organizational Revenues Forecasts & Target alignments of the Department
• 2. Communication
• - Communication Assistant for Digital Platforms (YouTube, Spotify, Apple I-Tunes, Napster, Deezer)
• - Collaboration Management Assistant with foreign Music Intellectual Property Societies
• - Written & Oral Communication with potential clients owners of digital music services, with main objective to sign the relevant contract
• 3. Online Business Development
• - Music Industry Research to keep the Department up to date on the latest music trends.
• - Discover & identify new music digital services for the required licensing
• 4. Legal Case Administration
• - Legal Documentation Management
• - Confirm to Legal Department accuracy of the case data

• Digitization, Documentation & Administration of musical archives
• Editing of Online Newsletters & press releases.