Experience

  • Collections Senior Team Leader

    at PayPal

    May 2011 - at Present

    Leinster

    Reporting to the Senior Manager of PayPal Collections for three years - Part of the Collections Management Team that worked to build and grow EMEA PayPal Collections from 25 teammates to over 120 currently - Currently managing a multilingual team of 21 teammates and one Team Leader - Provide coaching, feedback and development opportunities to teammates. This includes performance management, corrective action and career development - Driving team performance to achieve monthly performance Cash Collection and Recovery Rate targets - Actively participating in interview and selection process of new hires - Partnering with EMEA dialler team to monitor campaigns and call volumes, ensuring that staffing levels are appropriate and abandon rates are minimized - Partnering with main stakeholders across the organization: EMEA/APAC Customer Service, Merchant Services, Risk, Legal and Privacy and Security as well as NA Credit Operations

  • Fraud Specialist

    at PayPal

    March 2010 - May 2011

    Leinster

    - Supporting Training Department as Fraud Trainer - Provide quality mentoring to all new agents who join the department. This will involve working one-on-one and in small or large groups, answering questions, providing feedback and identifying training opportunities (liaising with Product Specialist’s, as appropriate). - Monitor, document and maintain records of the new hires mentoring performance and progress providing regular feedback to the Department Manager and relevant Supervisor. - Act as an escalation point for agents. - Provide feedback to management regarding necessary changes and updates; including product related policies and procedures, upgrades, and customer care issues. - Proactively communicate with operational support departments in identifying and resolving issues. - Maintain departmental standards for Production, Quality, and Customer Satisfaction.

  • Fraud Analyst

    at PayPal

    March 2009 - February 2010

    Leinster

    Analyzing customers´ accounts in order to evaluate the risk involved. - If fraud is identified, place a proper limitation on customer´s account, inform customer about steps to be taken in order to lift limitation and review documentation sent by customer. - Engaged in a project in order to revamp internal work-processes. - Engaged in a project in order to revamp the fraud training´s planning, design and deliver. - Appointed several times for brainstorming sessions in order to develop and improve tools and internal processes.

Education

  • BA (Hons) Business Management

    at DBS

    2009 - 2013 (4 years) Leinster

  • Diploma in International Business

    at DBS

    2008 - 2009 (1 year) Leinster

  • Masters in Spanish Linguistic

    at University of Salamanca

    2004 - 2006 (2 years) Salamanca

  • Spanish Lingustic

    at University of Seville

    1998 - 2004 (6 years) Sevilla

Languages

  • Spanish Native

  • English Negotiation

  • Portuguese Conversation

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Hives