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.

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.

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