vladimir magherusan

Handling the boarding process for new merchants (KYC/AML) -Designing Customer Support process documentation (process mapping, work instruction and userguideline, training material development) -CRM development from the compliance functional targets -Handling internal and external inquiries via email and phone -Monitoring process, implementation and automation

Creating from scratch the company's website and customer portal (Web design, HTML, CSS, PHP, Terminal Ubuntu, Prestashop, SEO, etc) - Planning and executing all web, SEO/SEM, marketing database and email advertising campaigns

* Creating and applying money flow processes for different entities in different countries while applying AML, CDD, CTF and KYC practices for the respective countries. * Maintaining B2B relationships with banks and payment service providers and ensuring a proper * workflow and communication channel with all partner financial entities. * Creating due diligence guidelines for shop agents to use on new customers. * Providing support and training to staff to build risk awareness within the organization. * Reporting risk to the board of directors

* Creating and completing daily, weekly, monthly or customer reports, based on requests from Upper Management or the Project Manager. * Fraud screening and order monitoring (discovering fraud patterns, manually verifying high risk orders, automation of the order approval process) * Handling chargebacks * Fraud training for new customer service agents * Handling BBB and FCC complaints * Responsible for PCI compliance and certification * Handling customer complaints regarding credit card charges (double charges, fraudulent charges, etc.) * Accomplishments: * Created an automatic processing platform for approving orders that manages to approve more than 80% of our orders. * Getting the company's chargeback rate to an all-time low, and maintaining it.

* Offering information and technical assistance via phone, e-mail or chat. * Getting feedback from customers on how the company's products are performing. * Constant supervision of shift activities while ensuring that any downtimes or critical moments are * dealt with efficiently. * Improving service quality by analyzing feedback received from the Quality Assurance department. * Offering information and technical assistance via phone, e-mail or chat. * Completing any additional task or project set by the Customer Service Manager.