Olivier Perez

Complaints Officer @ Nash

About

- ENFJ-a - Very analytical and logical in approaching situations - Good deductive capabilities - Independent, but also a team player - Very flexible - Competitive - Excellent at translating theoretical know-how into practice, as well as applying knowledge gained from experience to different applications - Good at gaining and transferring knowledge - Easy to adapt to the end-user/customer, especially when troubleshooting or providing technical support - Thinks out of the box - Always looking to improve and/or optimise processes and procedures - Good understanding of Cryptocurrencies and Distributed Ledger Technology - Competent in Microsoft products - Competent in Google Suite products - HTML/CSS/JavaScript knowledge, as well as PHP/SQL - Hands-on experience with ServiceNow ITSM, Zendesk, Slack, Notion, Jira, Confluence, Linear - Passionate and eager to learn new skills

Country

City

Serbia

Industry

Financial Services

Skill

Association Marketing, Marketing Strategy, Customer Relationship Management (CRM), Fraud Detection, Fraud Prevention, Fraud Investigations, Banking, Web3, Financial Reporting, Process Improvement, Analytical Skills, Technical Analysis, Leadership, Problem Solving, Technische ondersteuning, VoIP, Telecommunicatie, Management, Integratie, Netwerken

Experience

Complaints Officer

Nash

2024-11 - Present · 1 yr 11 mos

Worldwide

• As a Complaints Officer, I develop and maintain the Complaints Handling Policy to ensure clear and effective processes. • I oversee the receipt and logging of complaints, conduct thorough investigations, and communicate directly with complainants to provide professional resolutions. • I create training materials for complaints staff to maintain high standards and ensure timely resolution of all cases, contributing to improved customer satisfaction and operational efficiency.

Fraud Analyst

Nash

2022-6 - Present · 4 yrs 4 mos

Worldwide

As a Fraud Analyst, I play a critical role in the fraud prevention process for our organization. My responsibilities include analyzing data to identify and act on suspicious or fraudulent activities, as well as developing and implementing policies and procedures to ensure legal compliance and operational security. I provide oversight, monitoring, and reporting on financial crime risks, and actively review customer accounts to detect and prevent possible fraud situations. Through my work, I contribute to the protection of our organization and our customers from the damaging effects of fraud.

Head of Support

Nash

2021-1 - Present · 5 yrs 9 mos

Worldwide

Oversee the performance of the technical support team, ensuring efficiency and customer satisfaction.

QA Lead

Nash

2022-1 - 2023-3 · 1 yr 3 mos

Worldwide

Oversee the activity of the quality assurance department and staff, developing, implementing, and maintaining a system of quality and reliability testing for the organizations products and development processes.

Technical Support Specialist

Nash

2019-7 - 2021-1 · 1 yr 7 mos

Worldwide

Provide technical support, advice and assistance to consumers and investors.

Assistant Marketing Manager

Generation Lambda

2024-7 - 2025-3 · 9 mos

Worldwide

Assist in developing and executing comprehensive marketing strategies, focusing on community engagement, while also addressing support tickets and creating user guides to enhance user experience and satisfaction.