Manuela V.
Customer Happiness Manager at Tractive- Claim this Profile
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Italian Native or bilingual proficiency
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German Full professional proficiency
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English Native or bilingual proficiency
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Spanish Limited working proficiency
Topline Score
Bio
Ingrid Olson
I have worked with many amazing team members in my years of leading CX teams. Manuela stands out among those teams for a few reasons. She’s a trusted professional who easily handles the most complicated customer cases with the level of care and empathy that quickly de-escalates situations. She also maintains this level of professionalism and care with her peers and leaders and is a respected member to all. She is always up for a challenge and brings creativity that drives projects and initiatives to a successful outcomes. She quickly picks up new concepts and consistently strives to make a positive impact. It has been pleasure working with Manuela and she’s clearly left her mark on the Customer Happiness Team and Tractive. She would be a welcome addition to any organisation and will certainly continue to bring her very best in her next role.
Ingrid Olson
I have worked with many amazing team members in my years of leading CX teams. Manuela stands out among those teams for a few reasons. She’s a trusted professional who easily handles the most complicated customer cases with the level of care and empathy that quickly de-escalates situations. She also maintains this level of professionalism and care with her peers and leaders and is a respected member to all. She is always up for a challenge and brings creativity that drives projects and initiatives to a successful outcomes. She quickly picks up new concepts and consistently strives to make a positive impact. It has been pleasure working with Manuela and she’s clearly left her mark on the Customer Happiness Team and Tractive. She would be a welcome addition to any organisation and will certainly continue to bring her very best in her next role.
Ingrid Olson
I have worked with many amazing team members in my years of leading CX teams. Manuela stands out among those teams for a few reasons. She’s a trusted professional who easily handles the most complicated customer cases with the level of care and empathy that quickly de-escalates situations. She also maintains this level of professionalism and care with her peers and leaders and is a respected member to all. She is always up for a challenge and brings creativity that drives projects and initiatives to a successful outcomes. She quickly picks up new concepts and consistently strives to make a positive impact. It has been pleasure working with Manuela and she’s clearly left her mark on the Customer Happiness Team and Tractive. She would be a welcome addition to any organisation and will certainly continue to bring her very best in her next role.
Ingrid Olson
I have worked with many amazing team members in my years of leading CX teams. Manuela stands out among those teams for a few reasons. She’s a trusted professional who easily handles the most complicated customer cases with the level of care and empathy that quickly de-escalates situations. She also maintains this level of professionalism and care with her peers and leaders and is a respected member to all. She is always up for a challenge and brings creativity that drives projects and initiatives to a successful outcomes. She quickly picks up new concepts and consistently strives to make a positive impact. It has been pleasure working with Manuela and she’s clearly left her mark on the Customer Happiness Team and Tractive. She would be a welcome addition to any organisation and will certainly continue to bring her very best in her next role.
Credentials
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Professional Diploma in Digital Marketing, EQF Level 5
Shaw AcademyJun, 2019- Nov, 2024 -
Zentrale Oberstufenprüfung (C2 European Framework)
Goehte Institut BerlinApr, 2008- Nov, 2024 -
Advanced Google Analytics
GoogleApr, 2019- Nov, 2024 -
Google Analytics for Beginners
GoogleApr, 2019- Nov, 2024
Experience
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Tractive
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Austria
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Computers and Electronics Manufacturing
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100 - 200 Employee
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Customer Happiness Manager
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Nov 2019 - Present
• Assist Italian, German and English speaking customers via e-mail. • Defend chargebacks and PayPal disputes to minimize loss for the company. • Responsible for all payment and chargeback-related topics and cases. • Translate and localize content for newsletters, Help Center, blog articles, company projects and in-app content from English to Italian, with focus on SEO and keywords strategies. • Proofread newsletters, Help Center articles, blog articles and company projects written… Show more • Assist Italian, German and English speaking customers via e-mail. • Defend chargebacks and PayPal disputes to minimize loss for the company. • Responsible for all payment and chargeback-related topics and cases. • Translate and localize content for newsletters, Help Center, blog articles, company projects and in-app content from English to Italian, with focus on SEO and keywords strategies. • Proofread newsletters, Help Center articles, blog articles and company projects written in Italian. • Assist the marketing department by providing creative ideas for newsletters and campaigns targeting the Italian market. •Manage online customer reviews on Amazon, Trustpilot, Google Plays, Apple Play. Show less • Assist Italian, German and English speaking customers via e-mail. • Defend chargebacks and PayPal disputes to minimize loss for the company. • Responsible for all payment and chargeback-related topics and cases. • Translate and localize content for newsletters, Help Center, blog articles, company projects and in-app content from English to Italian, with focus on SEO and keywords strategies. • Proofread newsletters, Help Center articles, blog articles and company projects written… Show more • Assist Italian, German and English speaking customers via e-mail. • Defend chargebacks and PayPal disputes to minimize loss for the company. • Responsible for all payment and chargeback-related topics and cases. • Translate and localize content for newsletters, Help Center, blog articles, company projects and in-app content from English to Italian, with focus on SEO and keywords strategies. • Proofread newsletters, Help Center articles, blog articles and company projects written in Italian. • Assist the marketing department by providing creative ideas for newsletters and campaigns targeting the Italian market. •Manage online customer reviews on Amazon, Trustpilot, Google Plays, Apple Play. Show less
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Tipico
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Malta
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Gambling Facilities and Casinos
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700 & Above Employee
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AML & KYC Analyst
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Jun 2018 - Feb 2019
• Review of SARs (Suspicious Activity Reports) and communicate directly with the MLRO (Money Laundering Reporting Officer) in order to determine possible money-laundering and terrorist financing activities. • Filed SARs to the FIAU (Financial Intelligence Analysis Unit) in Malta. • Review of Enhanced Due Diligence alerts and documents. • Performed Source of Wealth and Source of Funds investigations for high-risk customers. • Daily review of PEP (Politically Exposed Person) and… Show more • Review of SARs (Suspicious Activity Reports) and communicate directly with the MLRO (Money Laundering Reporting Officer) in order to determine possible money-laundering and terrorist financing activities. • Filed SARs to the FIAU (Financial Intelligence Analysis Unit) in Malta. • Review of Enhanced Due Diligence alerts and documents. • Performed Source of Wealth and Source of Funds investigations for high-risk customers. • Daily review of PEP (Politically Exposed Person) and Sanctions alerts. • Developed company procedures for internal processes. • Trained fellow teammates on new processes. • Reviewed KYC (Know Your Customer) documents in order to verify the legitimacy of accounts. • Completed the monthly KPI (Key Performance Indicator) report for the team • Was responsible for the daily work’s distribution for the rest of the team. • Was responsible for the QA Scheme of the team and training of new hires. • Managed the team roster and holiday requests.
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Payments and Fraud Analyst
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Dec 2017 - Jun 2018
• Monitored account registrations, deposits and withdrawals. • Evaluated fraud risk and took appropriate action against potentially fraudulent activity. • Reviewed financial and player activity with the aim of minimizing the financial risk to the business. • Reviewed police reports and communicate with the German police and internal legal department. • Analyzed and process payments accurately via different payment methods offered. • Investigated and resolved issues related to… Show more • Monitored account registrations, deposits and withdrawals. • Evaluated fraud risk and took appropriate action against potentially fraudulent activity. • Reviewed financial and player activity with the aim of minimizing the financial risk to the business. • Reviewed police reports and communicate with the German police and internal legal department. • Analyzed and process payments accurately via different payment methods offered. • Investigated and resolved issues related to money transfers, including reconciliation of transactions • Liaised with external gaming and payments providers.
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PayPal
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United States
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Software Development
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700 & Above Employee
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Merchant Fraud Prevention Analyst
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Nov 2015 - Jun 2017
• Reviewed over 80 seller accounts per day for risk of fraud and high-risk selling activity to the high standards of the banking and EU Anti-Money Laundering regulations and made sure they were not targeted by fraudsters or involved in fraud or money laundering. • Reviewed KYC documents, business documents, invoices, proof of shipping, supplier information in order to verify the legitimacy of accounts. • Reached out to merchants on the phone in order to gather more information on their… Show more • Reviewed over 80 seller accounts per day for risk of fraud and high-risk selling activity to the high standards of the banking and EU Anti-Money Laundering regulations and made sure they were not targeted by fraudsters or involved in fraud or money laundering. • Reviewed KYC documents, business documents, invoices, proof of shipping, supplier information in order to verify the legitimacy of accounts. • Reached out to merchants on the phone in order to gather more information on their business, assess if their activity was risky for PayPal or to educate them about fraud filters and how to prevent fraud. • Collaborated with the training department in order to improve the training documents on fraud filters.
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Buyer Fraud Prevention Analyst
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Mar 2014 - Nov 2015
• Reviewed between 80 and 130 buyer accounts per day against the risk of having been opened using stolen financial data, taken over by unauthorized third parties or involved in collusion to defraud third parties or PayPal. • Detected and escalated a high number of fraud trends. • Helped and mentored fellow teammates to improve their performance.
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German Limitations Agent, Customer Solutions
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May 2013 - Mar 2014
• Assisted customers whose PayPal accounts were limited for fraud or compliance issues and reviewed the documents provided by them, escalated the accounts to the back office or lifted the limitations when appropriate.
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Education
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2015 - 2016
The University of Manchester
ICA International Diploma in Anti Money Laundering, Anti Money Laundering -
2008 - 2011
Universität Potsdam
Master’s Degree, Linguistics -
2006 - 2007
Universität Augsburg / University of Augsburg
Erasmus, Germanic Languages, Literatures, and Linguistics -
2003 - 2007
Università degli Studi di Trieste / University of Trieste
Bachelor’s Degree, Germanic Languages, Literatures, and Linguistics
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