Luca Siddi

Experience

• 

  Xerox

  May 2007 - Oct 2007

  Customer Service Agent

  Duties:- customer service- invoicing- problem solving- data entry- business reports

• 

  PayPal

  Oct 2007 - Apr 2008

  Customer Service Resolution & Fraud Agent

  Duties:- on-line payments & money transfers- fraud prevention and analysis on the internet.- managing on-line current accounts in the UK and Ireland.- chargebacks- claims- release payments- compliance- reconciliation and arbitration- customer service (phone, fax and email)

• 

  Citi

  Apr 2008 - now

  - Manage implementation of clients on Electronic Banking products from end to end.- Interact with top-tier clients and build strong client relationships.- Work and cultivate effective partnerships with the other departments such as Product, Relationship, Technology and Operations.- Understanding and applying standard consulting methodologies and develop skills towards ensuring solutions are applied to generate efficiencies.- Developing of trainings & presentations, ranging from informal one-on-one tuition to large-scale classroom presentations.- SEPA migrations.- Project Management: planning, execution and closing of business projects involving different departments and banking products. Show less - Proactive analysis of business trends for clients to identify recurring issues and their root causes to improve the relationship and create efficiency at both ends.- Creation of monthly executive business reports capturing all the relevant data and information on clients performance in terms of STP rate, nature and volumes of challenges, payment volumes and in-depth analysis to provide guidance and advice to improve the client’s experience while doing their banking.- Start new initiatives and projects to create process improvements and revenue generation while reducing costs and unnecessary tasks.- Improve & strengthen the relationship with clients through proactive interactions, weekly calls, tailor-made trainings and on-site visits. - Work in partnership with account managers, client managers and the relevant teams to help deliver high standard assistance and business services, retain the current business while increasing and expanding the pre-existing banking share. Show less Citibank Dublin, Global Transaction Centre, IFSC, Dublin, Ireland.Position: senior corporate designated agent (CSR), cash customer service representativeMy main duties were:- daily interaction with my own clients (big multinational companies andinternational entities such as banks & financial institutions)- providing SWIFT copies and payment analysis, advising on instructing payments in the international financial market.- dealing with cheques, direct debits, standing orders, RIDs, Ribas, internationalpayments, interest calculations and statements.- customer services on the phone and by email.- on-line banking customer support. Show less

  • Global Client Executive Senior Vice President

    Jan 2025 - now

  • Global Sales Account Manager

    Feb 2022 - Jan 2025

  • Global Service Executive - Vice President

    May 2018 - Feb 2022

  • Client Experience Manager - Vice President

    Aug 2016 - Feb 2022

  • Client Experience Manager - Assistant Vice President

    Jan 2015 - Aug 2016

  • Implementation Manager (Electronic Banking) - Assistant Vice President

    Oct 2011 - Jan 2015

  • Service Manager

    Jun 2010 - Oct 2011

  • Senior Customer Service Rep

    Apr 2008 - Jun 2010