Daniela Manca Email & Phone Number

Dublin, Ie

Dublin, County Dublin, Ireland

Dublin

•Conducted Global audits on META corporate pages across various supported workflows, ensuring adherence to quality standards. •Evaluated and identified key behaviors to enhance customer experience and communicated feedback to management on EMEA and global error trends using internal dashboards (Tableau). •Participated in bi-weekly policy calls with stakeholders to pinpoint areas for process improvement, addressing tool bugs affecting product features. •Shared quality assurance insights and engaged in calibration calls with the Global QA team to align on best practices and standards. •Analyzed accuracy metrics and performed root cause analysis (RCA) to deliver structured, constructive feedback to team members aimed at improving overall quality performance. •Provided support for ad-hoc Sales and Account Management escalations, collaborating with cross-functional partners while serving as the global point of contact for specific supported workflows.

Dublin, County Dublin, Ireland

-Managed queue items through the Service Request Ticket (SRT) channel, taking ownership of tasks from initiation to resolution.-Collaborated closely with cross-functional partners and stakeholders to facilitate efficient issue resolution and enhance operational efficiency.-Acted as SME for team members during onboarding process, providing guidance in product support areas.-Reviewed global documentation identifying potential forged signals and ensured the integrity of the information.-Adhered to Meta’s internal policy guidelines and provided constructive feedback on possible policy changes to enhance compliance and effectiveness

Dublin

•Managed a diverse range of Zurich Life policyholder portfolio requests by collaborating closely with financial advisors to deliver exceptional service to both new and existing clients. •Processed queue items related to New Business, Post-New Business (Top-Ups, Switches) and Claims for Unit-Linked products, meticulously vetting client documentation and payment requests, including Full Surrender, Partial Surrenders, and Death Claims, while coordinating with the Compliance department to report any suspicious account activities. •Conducted quality checks and call assessments, ensuring high standards of service, and maintained current knowledge management materials to support team efficiency.•Acted as the primary point of contact for team members in Dublin and Krakow, providing oversight support and guidance.

Dublin, Ballycoolin

•Managed assigned compliance and Enhanced Due Diligence (EDD) tasks and service requests, including Know Your Customer (KYC), Know Your Business (KYB), Suspicious Activity Reports (SAR), Politically Exposed Persons (PEP), Watch List Monitoring (WLM), and Transaction Monitoring, ensuring adherence to departmental targets. •Provided strategic feedback to management regarding necessary policy updates and potential workflow improvements. •Ensured customer compliance with PayPal policies as outlined in the Terms of Use, implementing effective controls and monitoring to meet regulatory obligations. •Conducted thorough assessments of fundraiser accounts, aggregators, and regulated entities (e.g., banks, insurance companies, collectors, e-currency businesses) to ensure adherence to anti-money laundering regulations through diligent monitoring. •Collaborated with the Internal Consultancy Advisor (ICA) team to validate government IDs via World-Check, prioritizing issues related to underage customers, document forgery, incorrect country information, cross-border transactions, and bankruptcy. Additionally, responsible for reporting all suspicious account activities to Regulatory Compliance.

Dublin, County Dublin, Ireland

-Assisted and responded to customer inquiries related to various PayPal products and services, including buttons, shipping labels, and marketing, across multiple channels such as phone, email, and chat.-Collaborated effectively with cross-functional teams, including Compliance and Risk Operations, to maintain proficiency in buyer product information and ensure accurate support.-Escalated customer issues as necessary and relayed customer feedback regarding feature requests, product gaps, and challenges related to policies or processes.

Dublin