Team Lead - Backoffice Processing

• Sep 2023 - Present

Team Leader - Proactive Monitoring

• Apr 2023 - Aug 2023

People Management Point of contact for the team and liaison between the team and regional operationsWorkload managementQuality management - facilitating QA process, close-the-loop talks and ensuring best practices are shared in the team and quality of output is perfectEnsure achievement of agreed KPIs at the team levelShift and holiday planning in cooperation with WFMConsolidate and structure business insights for operations and riskTeam Morale and EngagementRecruitment, Onboarding & OffboardingReward & PerformancePersonal Development Plan, 1:1 MeetingsWork with high-impact and brand safety-related issues in a responsible way by tailoring your approach to different scenarios Show less

Team Leader - Transaction Monitoring

• Sep 2021 - Mar 2023

People Management (till April'22: 3 teams simultaneously, right now 2 teams, 18-20 people) Team Morale and EngagementRecruitment, Onboarding & OffboardingReward & PerformancePersonal Development Plan, 1:1 MeetingsGuide for Career plan and continuous improvementsScheduling in phase with delivery planning, ensuring accurate Time TrackingHealthy levels of Team motivation and happiness, whilst maintaining operational excellenceConduct manual case-by-case investigationsWork with high-impact and brand safety-related issues in a responsible way by tailoring your approach to different scenarios Show less

Ops Commander

• May 2020 - Aug 2021

Communicating between engineering, operations, support, corporate communications, and legal teams during reported outages.Triaging and escalating reported bugs to Engineering.Providing regular tracking and reporting of issues that impact support.

Account Security and Risk Representative

• Apr 2020 - Jun 2020

Solving contacts from customers impacted by the fraudulent activity Working with high-impact brand safety issues responsibly to resolution and tailoring approach to regions market customers

Proactive Fraud Monitoring Specialist

• Oct 2019 - Apr 2020

Daily review and disposition of accounts flagged for investigationTaking appropriate action to identify and help minimize the risk and loses posed by fraud patterns and trendsIdentifying new and emerging patterns of fraudParticipating in ad-hoc projects/assignments

Senior Content Reviewer

• Jan 2018 - Sep 2019

Reporting data of agents to TLs, looking for bugs in internal tools Evaluating online/social media/advertising content in conjunction with client policy Delivering feedback to agents about their time management Reporting data of agents to TLs, looking for bugs in internal tools Evaluating online/social media/advertising content in conjunction with client policy Delivering feedback to agents about their time management

Receptionist

• Sep 2017 - May 2018

Bartender

• Jan 2015 - Sep 2017

English Language Teacher

• Sep 2014 - Jan 2015

Merchandiser

• Apr 2012 - Aug 2014