Experience

Ratepay

• Germany
• Financial Services
• 100 - 200 Employee

• Procurement Specialist

  • Feb 2022 - Present

  • Execution of the entire audit cycle, including risk analysis and exit strategies for outsourcing • Documentation and presentation of processes and audit results • Control management over compliance with all applicable guidelines and regulations according to EBA and BaFin • Compliance with control & reporting obligations of the service provider and Ratepay • Maintain open communication with management, functional departments and audit committee • Commitment to continuous… Show more • Execution of the entire audit cycle, including risk analysis and exit strategies for outsourcing • Documentation and presentation of processes and audit results • Control management over compliance with all applicable guidelines and regulations according to EBA and BaFin • Compliance with control & reporting obligations of the service provider and Ratepay • Maintain open communication with management, functional departments and audit committee • Commitment to continuous development of regulatory knowledge, best practices and performance standards • Create, maintain and expand the service provider database

• Customer Service Manager - Fraud Dept.

  • Aug 2018 - Feb 2022

  • independently processing incoming fraud reports and data protection inquiries in close cooperation with our external partners such as credit agencies and collection companies • observation and detection of fraud cases, dealing with suspected fraud cases • answering/processing letters from attorneys (e.g. in caring responsibility and insolvency proceedings) • processing of inquiries from public authorities (e.g. police and courts of law, public prosecutor's office) • communicate… Show more • independently processing incoming fraud reports and data protection inquiries in close cooperation with our external partners such as credit agencies and collection companies • observation and detection of fraud cases, dealing with suspected fraud cases • answering/processing letters from attorneys (e.g. in caring responsibility and insolvency proceedings) • processing of inquiries from public authorities (e.g. police and courts of law, public prosecutor's office) • communicate independently with customers (private and business) and answering refusal requests • support and collaborate with internal departments in dealing with fraud cases



PayPal

• United States
• Software Development
• 700 & Above Employee

• Protection Services Teammate, Risk Operations

  • Apr 2016 - Jul 2018

  • Reviewing and attaching customer responses to claims filed against them or on their behalf • Completing or cancelling pending reversals when appropriate • Restricting accounts when appropriate • Closing of claims filed through PayPal’s Consumer Protection Policies • Escalating appropriately to Fraud Investigations • Review limited PayPal accounts and determine the legitimacy of the account and account holder. • Reviewing and attaching customer responses to claims filed against them or on their behalf • Completing or cancelling pending reversals when appropriate • Restricting accounts when appropriate • Closing of claims filed through PayPal’s Consumer Protection Policies • Escalating appropriately to Fraud Investigations • Review limited PayPal accounts and determine the legitimacy of the account and account holder.



Voxpro

• Ireland
• Outsourcing and Offshoring Consulting
• 200 - 300 Employee

• Airbnb Trip Experience Specialist and Case Manager (multilingual)

  • May 2015 - Apr 2016

  • first point of contact (case manager) for unusual wishes and worries about planning & realization of a trip • rebooking the guest if needed - dealing with hosts & hotels globally • mediation between hosts & guests • establishing a strong connection with the person seeking help and providing security • providing an "everything is gonna be okay"-atmosphere, comforting the customer in high stressful situations • pay attention, high empathy level, quick problem identification and… Show more • first point of contact (case manager) for unusual wishes and worries about planning & realization of a trip • rebooking the guest if needed - dealing with hosts & hotels globally • mediation between hosts & guests • establishing a strong connection with the person seeking help and providing security • providing an "everything is gonna be okay"-atmosphere, comforting the customer in high stressful situations • pay attention, high empathy level, quick problem identification and solution • interact with a diverse customer base • clearly and concisely log and track detail of issues arising , ensuring to report recurring queries in order to minimize repeat callers • pursue personal development of skills and knowledge necessary for the effective performance of the role • maintain target levels of productivity and performance in relation to call times, idle times and other performance metrics as they arise Show less • first point of contact (case manager) for unusual wishes and worries about planning & realization of a trip • rebooking the guest if needed - dealing with hosts & hotels globally • mediation between hosts & guests • establishing a strong connection with the person seeking help and providing security • providing an "everything is gonna be okay"-atmosphere, comforting the customer in high stressful situations • pay attention, high empathy level, quick problem identification and… Show more • first point of contact (case manager) for unusual wishes and worries about planning & realization of a trip • rebooking the guest if needed - dealing with hosts & hotels globally • mediation between hosts & guests • establishing a strong connection with the person seeking help and providing security • providing an "everything is gonna be okay"-atmosphere, comforting the customer in high stressful situations • pay attention, high empathy level, quick problem identification and solution • interact with a diverse customer base • clearly and concisely log and track detail of issues arising , ensuring to report recurring queries in order to minimize repeat callers • pursue personal development of skills and knowledge necessary for the effective performance of the role • maintain target levels of productivity and performance in relation to call times, idle times and other performance metrics as they arise Show less



Holmes Place International

• Portugal
• Wellness and Fitness Services
• 700 & Above Employee

• Personal Coach & Nutritionist

  • Jun 2012 - May 2015

  • Motivating & helping people to achieve any goal they are striving for. Physical results, nutritional coaching or supporting them to create new & healthy habits for a well-balanced life by developing individual programs and specific offers based on their needs • Motivating & helping people to achieve any goal they are striving for. Physical results, nutritional coaching or supporting them to create new & healthy habits for a well-balanced life by developing individual programs and specific offers based on their needs



jK Running GmbH

• Berlin Area, Germany

• Personal Coach & Nutritionist

  • Jul 2011 - Jun 2012

  • Weekly courses & nutritional advices to athletes focused on marathon training planning special events around training • web graphic design and editorial work for the company’s website • Weekly courses & nutritional advices to athletes focused on marathon training planning special events around training • web graphic design and editorial work for the company’s website



Kofler & Kompanie GmbH

• Germany
• Hospitality
• 1 - 100 Employee

• Customer Service Representative

  • Sep 2010 - Jun 2011



White Pony

• Berlin Area, Germany

• Wedding- & Eventplanner

  • May 2008 - Sep 2010