Gratiela Rafaila
Bucharest Metropolitan Area,Romania
Summary
Results-driven professional with extensive experience in the gaming industry, specialising in business development and client relationship management. Leveraged Microsoft Office and CRM software to enhance client engagement and drive growth. Skilled in developing value propositions and evaluating performance metrics to support strategic objectives.
Overview
2
2
Languages
1
1
Certification
12
12
years of professional experience
Work history
Relationship manager
Scoala "Pe bune"
Bucharest, Bucuresti
2025.01 - Current
- Cultivated strategic alliances with community partners to support NGO objectives.
- Connected staff, board, and volunteers with community partners to enhance collaboration.
- Managed internal and external relationship communications and team alignment daily.
- Handled conflict by bringing people together for friendly problem-solving.
- Facilitated team meetings to keep communication clear among members.
- Fostered open communication culture to promote collaboration within the team.
- Coordinated cross-functional teams and supported smooth project delivery.
- Represented organisation publicly to strengthen image and engage potential volunteers and clients.
- Represented the organisation at conferences and community events outwardly.
- Organised team events and supported new colleagues to integrate smoothly.
- Provided training to junior staff to improve performance metrics.
- Translated organisational objectives into daily actionable tasks for employees and volunteers.
Account Manager
Amusnet Gaming
2024.09 - 2024.10
- Functioned as the main communication link for assigned accounts, responding to client needs swiftly.
- Serve as the communication link between key customers and internal teams.
- Fostered enduring client relationships to enhance satisfaction and loyalty.
- Identify effective solutions to issues and problems faced by customers to maintain high satisfaction levels.
- Forecasted and tracked client account metrics to inform strategic decisions and enhance client engagement.
- Compiled comprehensive reports on account status, highlighting key insights and trends for client review.
- Assist with compliance inquiries and documentation.
Commercial Account Manager
Zillion Games
2023.02 - 2024.08
- Built and maintained relationships with 25+ operators across 80+ accounts.
- Produced strategic updates that identified innovative approaches to enhance revenue and increase traffic.
- Delivered data analysis to spot trends and optimise return on investment.
- Coordinated and prioritised client requests for new feature development.
- Facilitated periodic meetings to discuss promotions and implement service improvements.
- Collaborated with development, operations, sales, and marketing teams internally.
- Designed B2B communication campaigns encouraging operators to feature Zillion games prominently.
- Provided clients with regular updates on roadmap and upcoming game releases.
- Attended industry events across Europe to meet clients and track trends.
Games Account Manager
EveryMatrix
Marbella
2021.07 - 2022.12
- Provided tailored solutions using exclusive releases to support retention goals.
- Developed customer-centric retention strategies, leveraging feedback to enhance engagement.
- Cultivated strong relationships with key partners to ensure alignment on mutual goals.
- Executed onboarding for new operators to streamline integration and improve operational efficiency. with sales and operations for seamless transition.
- Planned and managed game launch events to enhance player engagement and market visibility. campaigns with marketing team support.
- Collaborated with internal development, configuration, and sales to meet expectations.
- Conducted periodic meetings to discuss promotions, launches, and service improvements.
- Organised client training and presentations, facilitating monthly meetings to drive initiatives forward.
- Delivered product training and demos to clients and colleagues.
- Maintained communication with RelaxGaming as a leading slot content aggregator.
- Assisted operators with compliance questions and required documentation.
CE Operations Senior Support Agent
EveryMatrix
Bucharest, Romania
2018.06 - 2021.05
- Addressed operators' requests via email or chat to ensure timely support.
- Escalated cases to relevant internal or external teams for resolution.
- Collaborate effectively with internal teams - Incident, Configuration, Account Management, Vendor Management, Finance.
- Followed operators' requirements to ensure compliance.
- Possess thorough knowledge of the company’s and partners’ systems, platforms, and products.
- Conduct player activity checks in GM, CE - bonus investigation, round check, etc.
- Report to the Team Leader regarding major tasks and daily responsibilities.
- Maintained professionalism while interacting with clients and colleagues to foster positive relationships.
Commercial Account Manager
Face Bucharest SRL
Bucharest, Romania
2014.05 - 2017.10
- Secured long-term contracts by demonstrating the value proposition of products and services to clients.
- Increased revenues and created new company opportunities through product listings.
- Cultivated strong client relationships with pharmacies, cosmetic shops, and online stores to drive sales growth.
- Advised clients on product choices and best practices for business growth.
- Negotiated collaboration terms and conditions during new contract signings.
- Sourced potential customers at networking events and trade shows, contributing to an expanded client base.
- Built a strong relationship with pharmacy chain Bebe Tei by listing 100+ products.
- Strengthened brand presence of Ziaja and Joko Cosmetics through strategic networking and lead generation efforts.
- Improved brand visibility via collaborations with beauty bloggers and launch events.
- Verified data for forecast analysis and attended cosmetic industry events.
- Analysed training needs for pharmacy personnel and employees.
- Planned, coordinated, and facilitated training sessions for staff.
- Prepared training curricula, materials, and activities for delivery.
Education
Bachelor of Psychology - Psychology and Educational science
Hyperion University of Bucharest
Bucharest, BucurestiSkills
- Stakeholder Engagement
- Client management
- Business development
- Contract Negotiation
- CRM software
- Metrics evaluation
- Value propositions
- Strategic Problem-Solving
- Cultural competency
- Microsoft Office
- Stakeholder engagement
Certification
- B2B Sales Foundations
- Bachelor degree in Psychology & Educational Sciences
Languages
English (Full Professional)
Fluent
Spanish (Professional Working)
Upper intermediate
Timeline
Relationship manager
Scoala "Pe bune"
2025.01 - Current
Account Manager
Amusnet Gaming
2024.09 - 2024.10
Commercial Account Manager
Zillion Games
2023.02 - 2024.08
Games Account Manager
EveryMatrix
2021.07 - 2022.12
CE Operations Senior Support Agent
EveryMatrix
2018.06 - 2021.05
Commercial Account Manager
Face Bucharest SRL
2014.05 - 2017.10
Bachelor of Psychology - Psychology and Educational science
Hyperion University of Bucharest