Daniela M. Email & Phone Number

Dublin, County Dublin, Ireland

• Creation of Operational and Maintenance Manual: Developed comprehensive manuals by meticulously cross-checking technical submittals, component technical datasheets, engineering drawings, Bills of Materials, and.
• Quality Assurance: Ensured accuracy and consistency of technical information by verifying details against industry standards and regulatory requirements.
• Collaboration with Engineering Teams: Worked closely with engineers and technical experts to gather necessary information and clarify technical details.
• Reviewed and Improved Company Processes: Conducted thorough analyses of existing business processes to identify inefficiencies and areas for improvement.
• Continuous Improvement: Implemented feedback from stakeholders to enhance the clarity and usability of the manuals.

Dublin, County Dublin, Ireland

• Support, mentor & provide constructive educational feedback to Claims Officers on areas for improvement and clarification of claims protocols.
• Identify training gaps and make recommendations to the Training team.
• Updating company policies and procedures.
• Develop and implement internal compliance and training programs.
• Mentor Claims Officers to achieve acceptable adjudication, cost containment & fraud identification standards.
• Identify cost containment regional opportunities and report opportunities to the QAS team Leader and Claims Management team

Dublin, County Dublin, Ireland

• Led a team of claim officer, overseeing the assessing and processing of complex and high value insurance claims, resulting in increased customer satisfaction and a reduction in claim processing time by 25%.
• Developed and implemented a comprehensive training program for claim officer on best practices in assessing and investigating claims, leading to improved accuracy in claim settlements.
• Served as the primary liaison between the administrative departments in Turin and Milan, the IT department in Dubai, and the helpline and training teams in Dublin.
• Oversaw daily updates and monitored the Service Level Agreement (SLA) to ensure that the system-generated reports accurately reflected the department’s workload, thereby facilitating effective target planning.
• Payment reviews and payment cancellation processes.

Dublin, County Dublin, Ireland

• Provided prompt and precise operational support to 3rd party Sellers on Amazon platform through various communication channels including mail, chat, and phone.
• Investigated and effectively resolved account-related issues faced by Amazon Sellers, ensuring seamless functionality.
• VAT calculation and VAT refund invoicing.
• Conducted thorough reviews of payments, managed orders, returns, and complaints to maintain high standards of customer satisfaction.
• Collaborated with pertinent departments such as Customer Service, Merchant Investigations, and Financial teams to address Seller's concerns and inquiries, facilitating swift resolution of issues.

Remote

• Conducted internal audits to identify areas of improvement.
• Monitored employee performance and training response.
• Collaborated with managers to determine necessary actions and/or training.
• Conducted individual training sessions for new employees.

Dublin City, County Dublin, Ireland

• Assessed and processed life and non-life claims in accordance with relevant policies, terms and conditions, while ensuring payment delegation for all business.
• Reviewed and updated claims and subscriptions procedures for new and existing business.
• Provided internal and external training sessions.
• Liaised with third-party claim administrators to provide follow-up training and clarification on operational queries and policy wording via conference calls, emails, and visits.
• Conducted internal audits to identify areas of improvement.
• Supervised third-party administrator activities to ensure compliance with claims guidelines and contractual terms.

Madrid, Community Of Madrid, Spain

• Created, validated, and invoiced commercial proposals and maintenance contracts between IBM and business partners.
• Analyzed and approved sales department documentation.
• Created an accurate and auditable record database and documentation.
• Managed contract changes, cost updates, revenue and billing plans, and created credit notes.Conducted training sessions for new hires.

Sofia, Sofia City, Bulgaria

• Provided customer care and Technical Support for Xerox products.
• Troubleshot hardware and software issues on Xerox machines, averaging 50 calls per day.
• Achieved a 30% resolution rate by phone.
• Achieved an average call duration of 3.5 minutes.
• Trained new starters on how to handle different types of customers.

Certification, Spanish For Business, 95/100

Personal Trainer, Health And Physical Education/Fitness

Electronics & Telecommunications, Electronics & Telecommunications