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Work Background
PayPalSenior Enhanced Due Dilligence Investigator
Apr. 2022 - Apr. 2023Ireland
PayPalEnhanced Due Dilligence Investigator
Oct. 2019 - Apr. 2022Ireland-Performing CDD, EDD, ODD reviews for potential high risk customer in order to detect possible Money Laundering, Terrorism Financing or other High risk financial activity across multiple jurisdictions and countries
-Assessment of High risk customer profiles and large amounts of data to ensure expected activity, including Acceptable Use Policy adherence and Know Your Customer efforts
- NPO, PEP onboarding
- Filling SARs on customers with reportable predicate offences
- Working Financial Intelligence Unit requests and providing timely research results and replies on true hits - Working closely with MLRO for onboarding approvals, business termination recommendations, process updates and clarifications
- Top performer among the team with best quality rate and productivity
- Providing training, mentoring, upskills for new hires and investigators requiring upskill
- Stepped into Contingency POD leader role and performed qualities on investigators, participated in management meetings, prepared different reports for management and higher management, created a template for leadership to allow calculate average cases completed, held 1:1 sessions with investigators, requested permissions for investigators to different tools and accesses which are necessary to perform their role -Point of contact who looks after service level, prepares daily report and assigns tasks to investigators in order to maintain efficient service level
- Won a challenge coin, a Global award, for finding an account of cybercriminal which is prosecuted in US and as the court found caused total loss of 20.5 billion USD.
- Leading the project "Roundtable" which was organized to clarify, identify and solve grey areas in the processes, new tools, complex cases in order to mitigate risks and improve productivity of the team.
PayPalEMEA CS Internal consultancy and advice specialist
Jan. 2015 - Sep. 2019IrelandMentoring of new agents who join the company. Involves monitoring, documenting and maintaining records of the new hires mentoring performance and progress. Measuring performance by completing QD (qualities). Holding calibration sessions in order to provide regular feedback to the managers and Team Leaders. - Point of contact for Russian market CS. Working closely with inhouse team and outsourcing team in Bulgaria. Coaching Teammates, holding calibration sessions, reporting and following up on technical issues, advising on new product features and processes, holding huddles and TLS, communication with stakeholders. Mentored 14 new outsources in Bulgaria. -Created RU market specifics document which is shared among peers and stakeholders - POC for GE team - Compliance upskilled. Working EU KYC, KYB cases. Russian KYC. Applied knowledge for non-segmented market mentoring and coaching. Currently studying for ICA International Diploma in Anti Money Laundering - Mentoring coordinator across three sites: Dundalk, Berlin, Dublin. Working closely with trainers, Team Leaders, scheduling mentors, coordinating upskills, new hire program. - Providing coaching sessions to tenured and new teammates. Improved Teammates targets such as: NPS, KDI, AHT. Covered behavior expectations and product related issues. - Working Pet2 ticket escalations and AAL calls for EMEA. Top performer. - Escalating technical issues to CSTS, working closely with other departments in order to provide company's consistency on processes and product - Communication champion for ICA dept and Executive Escalations. Created ICA “Wall of fame” for Group Leader which improved Recognition value. Received SPOT AWARD. Prepared Group Leader's skip level meetings, friday highlights - Scheduling champion for EMEA ICA CS. Developed new scheduling strategy and rules in order to improve service levels. - Contingency Mypath TL.
PayPalCustomer Support Teammate
Oct. 2013 - Jan. 2015IrelandWorking as a RU CS agent my main responsibilities were: • Provide superior customer service to PayPal customers within Russian market via calls, emails and social media contacts
• Working towards the target such as: AHT (Average Handling time); ccRR (Resolution rate); KDI(Key performance indicators); NPS (Net Promoter Score)
• Rated as top performer with 170% target rate
• Was awarded for the best Resolution Rate-200% of customer queries on emails
• Dealing with compliance, fraud, claims, chargeback and collection departments in order to resolve customer queries/issues, such as: limitations, detecting forgery documents, reporting fraudulent activity and stolen financials, providing information on chargebacks and disputes, helped to recover negative balance.
• Was a buddy for new hires and helped them on the product and processes
• Proactive education of customers on the product/processes • Was a point of contact within RU market for an account manager of the large international airline company
• Proactively participate in such Team Activities as: Huddles, Team Learning Sessions, Team Meetings
• Was a communication champion within a company and was assisting in providing effective communication through different media within the organization and was assisting in company’s events
• Stand in for Team Leader to monitor Service Level and tasks distribution. Worked close with Real Time Management to ensure SL is in target
Club of WellnessSales and marketing manager
Apr. 2012 - Mar. 2013LatviaCarried out sales to new and existing clients of the unique cosmetic products- device and luxury body oils which are mixed with water in the shower and allows to moisturise the skin Created selling script and new presentation for sales Increased company's sales by 20% Developed promotional activities to increase sales and attracted new partners to work Worked with different clients, including SPAs, Yoga teachers, aromatherapists, cosmetologists
Cedar Real estateMarketing Executive
Jan. 2010 - Apr. 2012Dubai, United Arab EmiratesDid market search for new properties and got contacts from landlords to rent out their properties in our brokerage firm Advertised company and properties in different media, held negotiations and got deals to advertise in different media under good conditions Rented out exclusive apartmenrs and villas myself
Storm Events ManagementEvent Manager
Sep. 2009 - Jan. 2010Dubai, United Arab EmiratesCreated concepts and designs for events, implemented customer's requests, organized necessary supplies and technology, worked closely with performers, managed team and held meetings. Developed Marketing and promotion plan for Almas Tower Conference Center Negotiations with suppliers which resulted in bringing more profit to the company Brought in new partners and clients, closed deals and contracts
NORVIK BANKAMarketing Internship
May. 2008 - Aug. 2008Latvia
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