Experience

Zettle by PayPal

• Sweden
• Financial Services
• 200 - 300 Employee

• Risk Analyst

  • Feb 2022 - Oct 2022

  Dublin, County Dublin, Ireland -Monitoring real time transactions to detect fraud and credit risk on the Zettle platform -Review merchants accounts to determine the legitimacy of the account, account holders, associated risk such as chargebacks, as well as analysing the transactions history and fraud trends -Handling fraud and credit checks for Zettle merchants on an ongoing basis outside of the initial KYC flow -Involvement in project to create procedures and guidelines for future agents



PayPal

• United States
• Software Development
• 700 & Above Employee

• Seller Fraud Operations - Risk Specialist

  • Apr 2020 - Oct 2022

  Dublin, County Dublin, Ireland -Evaluate risk such as ACH/Credit Card fraud, seller fraud and money laundering. Fraud prevention by analysing account activity and limiting high risk accounts. -Monitoring and reviewing high volumes of transactions in real time to identify fraudulent activities at all levels from individual accounts to Global Business accounts. -Reviewing information provided by merchants, calling when necessary to verify the legitimacy of the information and documents. -Working appeals by applying a… Show more -Evaluate risk such as ACH/Credit Card fraud, seller fraud and money laundering. Fraud prevention by analysing account activity and limiting high risk accounts. -Monitoring and reviewing high volumes of transactions in real time to identify fraudulent activities at all levels from individual accounts to Global Business accounts. -Reviewing information provided by merchants, calling when necessary to verify the legitimacy of the information and documents. -Working appeals by applying a holistic review focusing on the identity, business model, intent and financial stability of the sellers to prevent any loss. -Identifying forgeries via document review, applying to internal resources to share knowledge and best practice. -Upskilled as a Collusion Specialist with the duty of managing high risk account who might be colluding with each other to exploit PayPal security system Show less



Sage

• United Kingdom
• Software Development
• 700 & Above Employee

• Technical Support Specialist

  • Oct 2018 - Mar 2020

  Toronto, Canada Area -Identifying the root cause of the client’s software or system issues and use system analysis and testing techniques to solve low to moderately complex application or system issues -Escalating unresolved customer issues to the appropriate department with all pertinent information included -Assisting customers in gaining the most value from their products and services -Identifying additional opportunities for solutions to benefit the customer’s business needs Provide… Show more -Identifying the root cause of the client’s software or system issues and use system analysis and testing techniques to solve low to moderately complex application or system issues -Escalating unresolved customer issues to the appropriate department with all pertinent information included -Assisting customers in gaining the most value from their products and services -Identifying additional opportunities for solutions to benefit the customer’s business needs Provide customer experience by addressing inquiries using a variety of channels (telephone, email, chat, social media, etc.) -Exceeding management expectations in reaching KPIs Show less



Amazon

• United States
• Software Development
• 700 & Above Employee

• KYC Investigation Specialist

  • Feb 2017 - Jun 2018

  - Responsible for ensuring that the business is compliant on a timely basis with a focus on European Anti Money Laundering (AML) and Counter Terrorism Financing (CTF) and Know Your Customer (KYC) - Attention to detail to ensure all new seller details are uploaded to internal systems correctly - Review of business documentation to ensure all meeting requirements as set out by Luxembourg AML regulation - Responding to seller queries regarding the KYC process - Adhering to business… Show more - Responsible for ensuring that the business is compliant on a timely basis with a focus on European Anti Money Laundering (AML) and Counter Terrorism Financing (CTF) and Know Your Customer (KYC) - Attention to detail to ensure all new seller details are uploaded to internal systems correctly - Review of business documentation to ensure all meeting requirements as set out by Luxembourg AML regulation - Responding to seller queries regarding the KYC process - Adhering to business Service Level Agreement and driving continuous process improvements - Maintaining a professional relationship with clients and stakeholders at all times - Carrying out full Customer Due Diligence and Anti-money laundering checks on all new sellers prior to account opening on the Amazon platform - Reviewing daily, weekly and monthly screening results of all Sanction and PEP alerts across all sellers on the platform. Sourcing required documentation to assist on dispelling alerts - Liaising with internal compliance teams to overcome any issues or potential fraud / high risk cases identified during the KYC process My position entailed : - Acting as point of contact for the french investigators in Cork, Prague and London - Personal involvement in project aiming at improving company service quality levels Show less



Apple

• United States
• Computers and Electronics Manufacturing
• 700 & Above Employee

• Customer Relations Representative

  • Feb 2014 - Dec 2016

  County Cork, Ireland - Resolving complex Apple customer service issues for both French and English - Customers, constantly achieved 98% of customer satisfaction over 2+ years - Ensuring resolution to customers satisfaction or escalating to appropriate channels for resolution - Being the first and last point of contact for customers - Providing support to other Apple Employees through mentoring and coaching sessions on numerous Apple guidelines and Policies - Using advanced communication skills… Show more - Resolving complex Apple customer service issues for both French and English - Customers, constantly achieved 98% of customer satisfaction over 2+ years - Ensuring resolution to customers satisfaction or escalating to appropriate channels for resolution - Being the first and last point of contact for customers - Providing support to other Apple Employees through mentoring and coaching sessions on numerous Apple guidelines and Policies - Using advanced communication skills and maintaining positive attitude through all interactions As part of this position, I have been involved in several projects: - Active participation to internal new projects to improve the customer experience and the business - Backing up manager during their holidays and out of office period Show less



Curran's Restaurant

• Waitress

  • Nov 2012 - Jan 2014

  County Cork, Ireland -Taking customer orders - In charge of the restaurant opening - Handling cash and card transaction



Restaurant "Au Bougnat"

• Manager

  • 2011 - 2012

  Paris,75004 - Providing a positive experience to customers of various nationalities. - Liaising with kitchen staff to ensure orders processed in a timely fashion. - Maintaining strict health and safety standards in a very busy environment. - Accurately recording stock levels and ordering more as required. - Creating rosters for staff to ensure adequate coverage. Increased turn over by 20% by insuring a smooth and efficiency handling of customers



Brasserie "Le Vavin"

• Assistant Manager

  • 2007 - 2011

  Paris, 75006 -Organizing seating plans for 50+ parties. -Handling complaints from dissatisfied customers -Negotiated with suppliers when ordering new stock. -Implemented new procedures to improve productivity such as the creation of cocktail of menu, the implementation of cocktail of the day. -Bar skills including cocktails.



Café de la Rotonde

• Waitress

  • 2005 - 2007

  Paris, 75006



Brasserie "Le Bourbon"

• Waitress

  • 2002 - 2005

  Paris,75007