Andrea Spangenberg
UAE, Ras Al Khaimah
Summary
Dynamic client management leader with a proven track record at Freedom Accelerator, enhancing client retention by 40% through strategic onboarding and proactive risk management. Expert in operations management and escalation resolution, I excel in cross-functional collaboration and process improvement, ensuring exceptional client experiences and operational excellence.
Overview
6
6
years of professional experience
Work History
Head of Client Management
Freedom Accelerator
Remote
02.2022 - 11.2025
- Owned end to end onboarding and client success for a global client portfolio of over 2,000 high ticket clients.
- Shifted onboarding from ad hoc support to a repeatable framework built around clarity, speed to value, and early risk identification, so clients activated faster and the team could intervene earlier on churn and refund risk.
- Built structured communication, documentation, and reporting rhythms that improved accountability across client support and operations, while handling escalations with calm de escalation and expectation alignment.
- Improved client retention by 40% year over year through success cadences, risk reviews, and early intervention workflows.
- Scaled onboarding delivery to 65 to 100 clients per month while maintaining a consistent activation experience.
- Achieved 95% client activation within five days by simplifying onboarding steps and removing friction.
- Maintained an 85% refund prevention rate through proactive expectation alignment and escalation resolution.
Patient Administration Coordinator
Mediclinic Middle East
Dubai
02.2021 - 02.2022
- Supported patient onboarding, registration, billing, and insurance coordination in a high volume healthcare setting.
- Kept operations accurate and compliant under pressure by improving workflow discipline, documentation quality, and follow through across stakeholders.
- Used Microsoft CRM to track cases, reduce delays, and keep service standards consistent while supporting reporting and audit preparation.
- Promoted into the coordinator role within 12 months based on performance and operational reliability.
Contact Centre Agent
Mediclinic Middle East
Abu Dhabi
09.2019 - 02.2021
- Handled high volumes of patient enquiries, appointment scheduling, and service coordination with a focus on accuracy and empathy.
- Followed structured workflows and escalation protocols to resolve issues efficiently, protect service quality, and improve call outcomes over time.
Education
High School Diploma - Online
TEFL Professional Development Institute
Online07.2021
High School Diploma - Stellenberg, Cape Town
BNA Academy
Stellenberg, Cape Town01.2015
Skills
- Customer success management
- Operations management
- Client onboarding
- Account management
- Retention and renewals
- Escalation management
- Process improvement
- SOP and knowledge base creation
- Reporting and dashboards
- Cross-functional collaboration
- Stakeholder communication
References
Available on request.
Timeline
Head of Client Management
Freedom Accelerator
02.2022 - 11.2025
Patient Administration Coordinator
Mediclinic Middle East
02.2021 - 02.2022
Contact Centre Agent
Mediclinic Middle East
09.2019 - 02.2021
High School Diploma - Online
TEFL Professional Development Institute
High School Diploma - Stellenberg, Cape Town
BNA Academy