Diego Guerrini

Experience

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  Radisson Blu Edwardian, London

  Apr 2011 - Oct 2013

  Hotel Receptionist

  Maintaining high level of standards while checking in and out guests in the hotel, promoting hotel facilities and selling its products, ensuring all guests’ queries or complaints are dealt with the most professional and attentive attitude throughout their stay. Giving directions whilst advising guests on the best attractions and restaurants in town. Dealing with room allocations and VIP arrivals. Skills Developed: Delivering great customer service in a fast paced and competitive environment. (Awarded as Employee of the year 2012). Confidence and professional attitude in dealing with guests’ complaints and queries. Advanced knowledge of Opera Software. Personalization of service whilst respecting company standards. Show less

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  Norwegian Cruise Line Holdings Ltd.

  Nov 2013 - Dec 2014

  Reservation Consultant

  Handling telephone and email enquiries and reservations.Dealing directly with Costumers queries.Selling & upselling cruises, flight-cruise, creating tailored packages for costumers.

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  Suntransfers.com

  Mar 2015 - Mar 2018

  Reservation agent/ Complaints Handler

  Assessing issues raised by clients through emails and social medias.Applying deductions to our providers and issue refunds to our clients accordingly.Following up on resolutions given to complaints in order to evaluate customer satisfaction.Skills developed: Liaise with suppliers assuring the consistency and quality of the service provided.Translation skills through the creation of templates used as canned responses.Confidence in dealing with complaints and issues related to the service provided Show less

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  888holdings

  Apr 2018 - Nov 2019

  Operations Agent

  Restricting or blocking accounts either with sospicous gaming or deposit patterns or with a close relation to other's users blocked or restricted profiles. Checking player's profiles as a first step of the payment process. Reviewing and monitorning member accounts registration, deposits and withdrawal transactions annd report the relevant team accordingly.Reviewing documents sent by players such as credit cards, utility bills, proofs of payment and identity cards/passports.Monitoring for any transactions from blacklisted countries. Provide the highest level of support to our customers via phone, email and chat on a range of issues; such as jackpot enquiries, helping with deposits, cashing out of funds, how to play information etc;Taking an active interest in driving process and quality improvements across the departmentSkills developedDealing with fraud/payments queues such as “VIP manager and Manager queues”.Help customers with Gaming queries Show less

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  Betfred / Lottormart

  Nov 2019 - Jan 2021

  Fraud Analyst / Operational Specialist

  ● Monitoring all online deposits in real time using Myriad tools● Investigating fraudulent deposits● Requesting and checking customer documents● Running daily reports within Myriad to sport fraud patterns● Working closely with Playtech and other 3rd parties in fraud investigations● Dealing with customers, email & callsCustomer Due Diligence and EDD reportingFraud and risk managementVerification of customer documentsResponsible Gambling interactions and reportingPlayer affordability awarenessPayment processing Show less

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  Sector Alarm AS

  Dec 2021 - May 2022

  Customer Service Representative

  The role consists of helping customers by phone, e-mail, and chat.Primary tasks will be technical support, allocating/booking maintenance services for our customers, and invoice solutions. My mission is to listen to what the customer needs and to offer them the best viable solution.Work closely with different departments at a high pace with several tasks simultaneously.

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  Ebury

  Jul 2022 - now

  FC Screening and Transaction Monitoring Analyst

  Safeguarding Ebury and our existing Clients from financial crime risk - including money laundering, terrorist financing, bribery and corruption, fraud, sanctions risk, tax evasion and reputational riskReviewing and/or investigating matches against sanctions, PEPs, adverse media and internal lists in a timely fashion and processing in compliance with relevant legislative, regulatory and internal requirements Conducting real-time and retrospective rules-based monitoring on client transactions and processing alerts in compliance with Ebury’s processes and procedures and making risk-based decisions when assessing the risk of the transactions performed by clientsIdentification of red flags and exposure to financial crime risk, including escalation to Compliance where requiredResponding to Requests For Information on transactions from banking partnersResponding to queries from other internal departmentsComplete allocated tasks with focus, and in a timely mannerEfficient management of tasksProactive follow-up of requests for information to ensure timely completion of customer due diligenceCommunicate the status of tasks to colleagues, supervisors and managers, and escalate problems swiftly, as needed Adhere to all internal policies, processes and proceduresEnsure prompt resolution of customers related issues (transactions, payments, RFIs and any other relevant issues as required) on email, phone and chatSupport ad-hoc projects within the department and wider business as required Show less