Daniel Isael Email & Phone Number

Seville, Andalusia, Spain

Santiago, Santiago Metropolitan Region, Chile

My team manages the end to end product lifecycle for onboarding new merchants, from acquiring new restaurants to ensuring their success within the first 90 days of using our app. That includes leveraging SEO efforts and leading different internal teams (such as marketing, operations and support) to provide the best onboarding experience to our new users.

Santiago, Santiago Metropolitan Region, Chile

Spearheaded project management for diverse clients, leveraging a robust background in product management to enhance SEO strategies and outcomes.

Santiago, Santiago Metropolitan Region, Chile

Worked at Beat, FreeNow operations in Latin America.- Led product discoveries involving different teams, including UX, Customer Support and Data.- Gathered feedback from stakeholders and data to build the roadmap for the following year.- Provided valuable insights and recommendations to Engineering and Data Analytics Team on the features being built. - Acted as the main point of contact between the central Trust & Safety Team in Europe and Local Operations Teams in Latin America.

Região Metropolitana De Santiago, Chile

- Expanded Product Operations to the Payments Domain.- Supported Product and Engineering Team on local needs and product prioritization.- Built strong relationships with several stakeholders in different countries and teams.- Expanded a team that became even more cross functional and in additional locations.- Supported Product on the integration of our new Payments Orchestrator.- Keeping the Fraud & Safety Product Operations stable and reliable

Santiago, Región Metropolitana De Santiago, Chile

- Responsible for Fraud and Safety Operations in all LATAM markets (Chile, Argentina, Peru, Colombia and Mexico).- Hired and managed an agile team of 7 Specialists in different countries.- Designed and set up rules and processes based on patterns found in data.- Point of Contact with vendors for Payment, Fraud and Safety related issues.- Supported Local Teams from the Fraud perspective in new initiatives- Collaborated closely with Product, Engineering and Machine Learning Teams to enhance our incident detection capabilities.- Responsible for risk assessment and all Fraud & Safety initiatives for New Verticals (EV fleet) launches in 3 different markets.

Santiago, Metropolitana De Santiago, Chile

Provincia De Santiago, Chile

-Managed both Customer Service and Backoffice Teams for a betting company (WeCanBet).-Designed all processes and training material during two impactful changes in the Operations, which resulted in a smoother transition for both team members and customers.-Set up and implemented Support via e-mail, web chat (Zendesk) and Whatsapp Business.-Identified fraud and exploit trends and developed mitigation and prevention strategies for the online casino.-Served as a point of contact for external customers and partners in order to guarantee a smooth service implementation.

Provincia De Santiago, Chile

-Provided support and guidance to all accounts in Latin America-During the first 2 months adapted all the product settings to the local market, which decreased the churning rate in the region.-Designed supporting material and training plans for local customers about cybersecurity and the best ways to use our product according to their specific needs.-Worked closely with the Central Launch and Sales Team as well as the Product Team in the US to elaborate a strategy to attract new customers in Latin America.

Santiago Province, Chile

- Led external agents with training, documentation and guidelines so they can provide the most player focused support experience for billing and fraud issues.- Set up monitoring models for transactions on the database to catch suspicious behavior and take actions when fraudulent activity was found.-Took proactive actions on massive hackings and accounts takeover so players can recover their accounts as soon as possible after a compromise. - Investigated and learned fraudsters patterns and, based on that, wrote and run SQL queries to catch suspicious transactions to be refunded before a chargeback. -Worked with Central Player Support and Fraud Teams to identify and implement best practices that are specific for Latin America.-Worked closely with local Business Development Team, helping to implement and evaluate new and existing payment methods.

-Served as a Quality Assurance Supervisor and Quality Auditor.-Worked with the management team to establish a success criteria, KPIs and create templates for operations managers and other auditors to audit the analysts on support ticket handling quality and call handling quality. Performed quality reviews on a daily basis and also delivered feedback to managers and peers.-Worked as a Preventive Maintenance Coordinator for Exadata customers in Brazil, helping them gather all necessary files for technical analysis and then scheduling any eventual field engineer visit.-Served as a liaison between Field, Operations and Logistics Teams on Spanish speaking countries and Brazil, and handled escalations from Brazilian customers.

-Delivered post-sales support and solutions to the Oracle customer base while serving as an advocate for customer needs. This involved resolving post-sales non- technical customer inquiries via phone and electronic means, as well as, technical questions regarding the use of and troubleshooting for our Electronic Support Services.-Served as a primary point of contact for customers, responsible for facilitating customer relationships with Support and providing advice and assistance to internal Oracle employees on diverse customer situations and escalated issues.

-Quality auditor for fraud related cases.-Ensured that all laws from both a federal and state level were applied when necessary, maintaining compliance for the National Customer Assistance Center.-Performed daily audits of operations, gathered data, reported trends, and assisted internal departments with new policies.-Created new quality control templates and guidelines for the team.-Served as a liaison between both Quality Control teams in Chile and United States.-Assisted training department with new hire classes.

-Gathered and collected data from customers to ensure that files were retrieved accurately. Identified and investigated based on customers disputes.-Ensured that all laws, both at the federal and state level, were applied when necessary.-Provided assistance to victims of identity theft, protected their data on their credit report, advised them, contacted the creditors and reviewed proof from different local law enforcement agencies.-Created, gathered, and distributed team accuracy reports on a daily basis. Assisted supervisor in supporting new team members.

-Taught English and Portuguese at different levels with different approaches to students of all ages.-Designed lesson plans and exams.-Worked as a Translator (English to Portuguese and Spanish to Portuguese)

-Taught English and Portuguese at different levels.