Danilo C. Email & Phone Number

Dublin, County Dublin, Ireland

. Identifying and addressing potential regulatory and legal gaps in processes for the Group. Monitoring and reporting on quality metrics, identifying trends and root causes for performance issues. Collaborating with Operations and customer-facing departments to implement best practices and drive customer and performance improvements. Driving performance improvement initiatives and proposing suggestions to encourage a continuous improvement mindset. Assisting with compiling, analyzing, and driving First Contact Resolution improvement initiatives for swift resolution of issues. Providing clear insights into performance drivers and the levers that impact performance. Utilizing a quality monitoring data management system to compile and track individual performance. Providing workshops and training to enhance performance and understanding of quality metrics. Participating in calibration sessions to ensure consistent adherence to standards and procedures. Assuming an active role in post-mortem and improvement meetings from a quality perspective to identify areas for improvement. Maintaining healthy communication with all project stakeholders and documenting all activities to keep track of progress.

County Dublin, Ireland

. Responding to security and customer-related emails promptly and effectively. Managing customer accounts, ensuring their satisfaction and needs are met. Proactively assessing risks and implementing measures to prevent potential threats. Maintaining and enforcing procedures and processes to identify high-risk transactions.. Processing real money transfers between players securely and efficiently. Verifying withdrawals to minimize fraudulent activity and loss. Contributing to identifying initiatives, system improvements, and internal processes improvements to enhance service delivery. Investigating hack cases to identify sources of vulnerability and prevent future attacks. Tracking real money activity to detect and prevent fraud. Processing payments in real-time with a focus on minimizing possible losses from fraudulent activity. Providing initial training and mentoring to agents for optimal performance. Countering the financing of terrorism and adhering to Know Your Customer (KYC) guidelines. Analyzing patterns of IBAS and PCI DSS for effective implementation and compliance.

Ireland

. Providing exceptional customer service through various media channels, including an average of 120 online chats, 10-15 phone inquiries, and around 40 emails per day. . Taking ownership of all customer queries, ensuring they were promptly addressed, while educating customers on betting rules, payment methods, markets, promotions, and sports events.. Assisting customers from Brazil, the UK, and Ireland by ensuring their questions received quality and timely answers. I worked with power users to respond directly when appropriate.. Dealing with customer complaints efficiently, taking responsibility for resolving or escalating problems in a timely and efficient manner.. Offering new solutions for customer's problems, including new products, alternative services, and other options to improve their overall satisfaction levels, reducing the number of complaints and queries.. Translating the Terms and Conditions, new promotions, and documents from English to Portuguese and vice versa, ensuring customers received clear and accurate information.

Ireland

. Responsible for administering the office, phones, and e-mail. Answering an average of 40 calls daily . Achieving the annual territory sales plan objectives in the defined territory and meeting the annual key product category objectives.. Maximizing in-person contact and sales call coverage with assigned accounts. Making appointments and helping with sellings throughout Europe, especially Switzerland, Germany, and Austria. . Enquiring, arranging travel accommodations, traveling with the manager to take notes or dictation at meetings, and providing general assistance during presentations.. Complete all reports and records required and submit them on a timely basis.

Irlanda

- Responsible for the office administration, website updating, phones inquiring and e-mail. Team leader at the weekends, managing the bag packing to fund raise money for the ill children. I also used to help the foundation by attending to the events for the kids.

Nova Friburgo E Região, Brasil

. Responsible for providing a friendly welcome & high-quality service over the phone and to guests arriving at the hotel. Dealing with an average of 20 guests, 40 calls, and 25 emails daily. . Making reservations, check-ins, check-out,s and cashiering. Constantly portraying a highly professional image of the hotel & paying particular attention to guest satisfaction & efficiency.. Attending to all routes of room bookings, such as online, phone, and in person, to ensure that reservations are not left hanging but attended to promptly to keep the hotel business running.. Building good relationship and rapport with guests to make them feel comfortable and address any complaints or questions they might have in a very courteous manner to protect the image of the hotel.. Informing guests of the services and accommodation rates in the hotel, making reservations for guests according to their needs, and also making sure that all reservations canceled are effected immediately to avoid confusion.

Nova Friburgo Area, Brazil

. Responsible for opening and closing the store, cleaning it after its closure and responsible for doing the daily cash drawer report.. Assisting customers and welcoming an average of 60 customers daily, maintaining knowledge and helping them with the selection of merchandise. Reacting to all concerns of customers quickly with a sense of importance.. Arrange shopping carts. Participating in counting the store’s physical inventory.. Communicating information regarding product availability. Answering the telephone in a pleasant and caring way.