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 certifications.• 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• Develop and maintain relationships with internal stakeholders to promote effective communication• Support Team Leader with development and training of new staff.• Deputising for Team Leader when out of the office.

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