Davis Olival

Verify businesses using social media, geolocation data, and documentation to protect the marketplace from fraud. Manage ticket queues and case management in Zendesk, monitor credit exposure, and contribute to risk policy design.

Observed customer transactions to identify fraudulent activity such as account takeover and friendly fraud. Investigated and cancelled fraudulent transactions, resolved queued transactions within SLA, and recommended system improvements.

Led a multilingual team of agents, driving performance against department targets. Prepared reports, analyzed KPI and workforce forecasting data, and supported recruitment, onboarding, and coaching of team members.

Managed recruitment, onboarding, promotion, retention, and performance of the sales team. Consistently met and exceeded sales and quality assurance targets through appraisals, KPIs, and one-to-ones.

Set team and personal objectives, coaching and developing agents to deliver high-quality service. Created and implemented departmental service standards and service level agreements.

Acted as first point of escalation for holiday counsellors, resolving complex customer queries and safeguarding service quality. Supported leadership in the absence of senior managers and reviewed call and case quality.

Provided holiday exchange and travel advice to members, maintaining accuracy across high-volume customer interactions. Handled inbound enquiries and built relationships with resort partners to resolve disputes.

Advised customers on insurance products, ensuring compliance with regulatory and disclosure requirements. Assessed customer needs and matched them to suitable products, balancing sales targets with responsible selling.