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.

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.
• 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.
• 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.
• 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.

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.

Dublin