David Maric Email & Phone Number

Dublin, County Dublin, Ireland

• Managed content moderation and policy enforcement across diverse content (text, images, videos), ensuring alignment with community guidelines and exceeding KPIs for quality and speed.• Orchestrated daily allocation of moderation tasks among teams, optimizing workflow and enhancing team productivity.• Collaborated closely with moderation policy specialists to refine and enforce safety guidelines, improving platform security and user safety.• Led process improvement initiatives to enhance team performance, reduce response times, and optimize content moderation workflows.• Conducted root cause analyses on content issues and escalations, providing key insights to drive policy updates and improve compliance.• Trained and mentored new hires and assistant team leads, promoting a culture of continuous learning and adherence to high standards.• Compiled and presented detailed productivity reports for performance assessments, ensuring data-driven decision-making and accountability.• Acted as the primary point of contact for policy-related inquiries, resolving challenges and fostering collaboration between teams, including Trust & Safety and Local Operations.

Dublin, County Dublin, Ireland

• Provided comprehensive customer support for Facebook and Instagram clients, resolving technical issues and ensuring compliance with platform policies.• Collaborated with software engineers and sales teams to deliver tailored solutions, resolving client issues quickly and ensuring customer satisfaction.• Assisted high-profile clients with account verifications, including the verification badge process for media partners and influencers.• Managed escalations and served as a key point of contact for complex inquiries, ensuring effective and timely resolutions while maintaining service level agreements (SLAs).• Developed response templates and training materials for new agents, streamlining support processes and improving efficiency across global teams (EMEA, APAC, NA).• Supported developers with Facebook ad implementations and provided solutions related to the Facebook environment, contributing to enhanced ad delivery.

Rijeka, Primorje-Gorski, Croatia

•Managed client reservations and coordinated group bookings, providing high-quality customer service in line with travel regulations.•Handled customer inquiries and feedback, leading to improvements in client satisfaction and loyalty.•Developed internal workflows to improve booking processes and reduce errors, enhancing operational efficiency.

Spain

• Arranged and coordinated all airport transfers for guests, ensuring smooth arrivals and departures.• Managed daily house maintenance, including room allocation, cleaning schedules, general repairs, and communication with the chef for catering requirements.• Welcomed guests upon arrival, providing essential information about the house, local area, and daily activities, including wetsuit and surfboard rentals.• Served as the primary point of contact for guests, offering assistance throughout their stay and arranging additional activities such as excursions and island tours.• Maintained a positive and proactive attitude, ensuring that every guest experienced an organized and enjoyable vacation.• Organized daily transportation to the beach and surf lessons, coordinating schedules with surf instructors and managing vehicle logistics.• Supervised a team of surf guides, instructors, and car rental agents, ensuring that all guests' surfing needs were met in a calm and efficient manner.• Captured and edited surfing and lifestyle photographs, sharing them on social media platforms such as Instagram, Facebook, and Twitter to promote guest experiences.• Engaged with guests daily, creating a welcoming atmosphere during dinners and ensuring overall guest satisfaction.• Coordinated guest departures, including transfers and onward travel arrangements.

Rijeka, Primorje-Gorski, Croatia

•Handled 35-50 daily Helpdesk calls for internet banking, managing email logs and resolving customer inquiries and complaints efficiently and professionally.•Consistently met performance targets for call handling and quality, delivering exceptional service to customers.•Answered incoming Helpdesk calls for internet banking inquiries and monitored email logs to provide timely solutions to customer issues.•Assisted clients in an efficient, courteous, and pleasant manner, ensuring high levels of customer satisfaction.•Logged calls accurately and documented incident information within the Call Tracking System, ensuring a sufficient audit trail for all customer communications and issue resolutions.

Master'S Degree, Business/Managerial Economics, Sustainable Tourism Development

Bachelor'S Degree, Business/Managerial Economics, Tourism Management