Greater Barcelona Metropolitan Area
- Investigative Due Diligence and Risk Mitigation: Conducted end-to-end investigations into suspicious behavior to mitigate operational risk and ensure regulatory compliance across the platform. - Fraud Detection and Pattern Analysis: Identified emerging fraud typologies and anomalies in documentation; implemented proactive countermeasures to strengthen internal controls. - High-Volume Case Management: Managed a complex pipeline of cases with high decision-making autonomy, maintaining strict SLA and adapting to evolving risk policies. - Seller and Supply Chain Verification: Performed enhanced due diligence (EDD) on suppliers by validating KYV documentation and authenticating invoices to prevent financial crime and identity theft
- Strategic Account Management: Managed a B2B portfolio (Italy/Spain) using Salesforce to drive retention and optimize client engagement. - Revenue and Upselling: Increased Revenue Growth through targeted upselling and cross-selling strategies within existing accounts. - Onboarding and Success: Led end-to-end Client Onboarding, ensuring rapid product adoption and establishing long-term KPIs. - CRM Data Integrity: Maintained accurate Salesforce reporting by documenting all inbound/outbound interactions and pipeline updates.
- KYC & Document Review: Performed rigorous Know Your Customer (KYC) and Customer Due Diligence (CDD) to ensure compliance with global standards. - Financial Crime Mitigation: Prevented losses by detecting credit card fraud, Account Takeovers (ATO), and unauthorized business transactions. - Transaction Monitoring: Processed high volumes of flagged transactions, utilizing risk engines to execute real-time mitigation and prevent money laundering. - Platform Integrity: Educated users on security best practices, reducing vulnerability to scams and maintaining ecosystem safety.
- High-Volume Case Management: Expertly resolved inbound requests, cancellations, and complex rebookings while maintaining strict SLA standards. - Conflict Resolution and Mediation: Managed escalations with full ownership, acting as a multilingual liaison between hosts and guests. - Proactive User Success: Conducted strategic callbacks and onboarded new users to ensure platform adoption and satisfaction. - Cross-Functional Collaboration: Partnered with international teams to streamline support and resolve issues in a fast-paced environment.
- Multilingual Customer Success: Delivered high-quality support in Italian and English, resolving a high volume of pre- and post-order inquiries. - Cross-Functional Issue Resolution: Collaborated with internal departments to streamline troubleshooting and enhance the overall Customer Experience (CX). - Peak Season Performance: Successfully hit KPIs and performance targets in a fast-paced, high-pressure environment during peak business cycles. - Problem-Solving & Adaptability: Managed complex customer cases via phone and email, maintaining high SLA standards and satisfaction scores.