David Smith Email & Phone Number

London, United Kingdom

• Protecting GoCardless against diverse reputational, financial & AML/CTF risks
• Built, maintained and iterated new in-house tooling to help identify and analyse high risk account activity
• Identified new and emerging patterns in financial crime and mitigated against these through developing new rules help identify suspicious behaviours
• Wrote SQL queries to find accounts matching identified patterns and form the basis of new alerting
• SAR writing/reporting. Created SAR advocacy across the company, leading to an increase in internal reporting from teams outside of Risk and Compliance
• Designed and streamlined processes for onboarding of higher risk clients, creating standardised questioning and minimum criteria for specific industries. Saw an overall reduction in review time and total number of.

London

• Maintaining relationships with large sellers frequently using the website and recruiting new sellers & supply onto the market
• Working with the Supply Team, Account Managers and Sales Analysts to monitor supply and identify and rectify areas with poor supply and/or low conversion rates
• Ensuring brokers are performing well and in line with T&Cs and policies. Taking necessary action against sellers repeatedly dropping orders
• Resolving transaction level issues and complaints raised by brokers

London

• Managing the operational aspects of commercial partnerships with some of the largest sports brands in Europe, including Bayern Munich, Chelsea and Atletico Madrid
• Direct point of contact for senior ticketing managers at the partner clubs
• Data administration and preparation of daily and final sales reports
• Supporting the Marketing team in increasing traffic through the partner webpages
• Training Customer Services and improving processes for partner related enquiries

London, United Kingdom

• Writing content for standardised email responses and automated emails, ensuring all content adheres to company directives and customer requirements
• Quality Assurance in ensuring that standardised emails are used correctly

• Resolving escalated issues and customer complaints through proposing solutions which satisfy all parties, including agreeing compensation where appropriate
• Part of a three person team responsible for approving all refunds and compensation in both monetary and voucher form

London, United Kingdom

• Sole responsibility for responding to English language comments, queries and reviews on social media and review sites
• Collating and analysing data regarding contacts via social media across all geographies & languages in order to improve processes
• Managing the company’s brand across social media

London, United Kingdom

• German speaking role handling customer enquiries and complaints: problem-solving and communicating policy and procedure to customers

Bachelor Of Arts (Ba), German Studies, 2:1

Activities and Societies: GermanSoc (Social Secretary) People & Planet

Education record

A-Levels: German (A), History (A), French (B), General Studies (A) AS-Level: English (A) GCSEs: 5A*s (Including English), 5As (Including.