Ronald Dávila

Experience

• 

  Bewleys Hotels

  May 2007 - May 2011

  Head Receptionist / Team Leader.

  • Front desk and reception management• Managing reception team• Providing friendly and professional customer service at all times for guests and visitors, maintaining high levels of customer satisfaction, following the company procedures• Handling guest queries and complaints by phone, email and fax• Staff training• Ensuring efficient operations in a busy and vibrant workplace, up to 200 check-ins and check-outs per day • Compiling daily financial reports• Processing daily bank lodgements and forwarding lodgement reports to accounts department• Preparing customer bills• Processing payments• Processing room and event reservations• Liaising with other hotel departments on a regular basis• Setting up the meeting room• Operating hotel switchboard• Liaising with internet room booking operators• Data entry software Show less

• 

  PayPal

  May 2011 - Sept 2018

  Risk Operations Analyst - Chargebacks KEY RESPONSIBILITIES• Reviewing and analysing chargebacks and/or ACH Returns received from credit card companies or financial institutions and accepting or disputing chargebacks or ACH Return with different Credit Card Processors / Banks.• Processing Chargebacks via the Admin tools and compass gold system.• Processing ACH returns via the Admin tools and compass gold system.• Reviewing PayPal accounts that have been limited and determining the legitimacy of the account and account holder. Methods to accomplish this include reviewing faxed documentation such as driver's licenses, credit card statements, bank account statements, utility bills, etc.• Confirming account information using various websites, message (via email/fax/internal data), and customer history with PayPal.• Using discretionary decision making skills in reversing funds and limiting access to customer accounts in order to minimize or prevent loss.• Investigating and resolving any issues or queries to customer’s (seller) satisfaction.• Following quality checks policy before the case is closed.• Single Point of Contact for Spanish Market in regards to chargebacks and ACH returns.• Participated in monthly business reviews• Proactive approach with regards to taking decisions in order to resolve issues. Show less • Applying all protection policies for case completion and making highly discretionary decisions regarding dispute resolution with PayPal's customers and third parties. • Processing customer disputes and claims via the Admin tools and compass gold system.• Providing leadership, guidance and assistance to Global PayPal Employees, peer Chargebacks and Protection Services Specialists, Supervisors, and Managers.• Having an in-depth knowledge of the chargeback process, seller and buyer protection. • Providing world class customer support and guidance to both our internal and external customers by working within the PayPal Escalation tool and other escalations methods.• Supporting the team by working queues, addressing teammates' questions, resolving escalations, conducting process reviews - Identified, developed and implemented process changes.• Providing teammates with clear constructive feedback.• Leading team learning sessions.• Assisting in other assigned projects. • Identified, developed and implemented process changes.• Monitoring and managing issue and queries via internal ticket system on a daily basis.• Resolving all internal issues, errors and queries.• Participated in monthly business reviews• Proactive approach with regards to taking decisions in order to resolve issues. Show less • Assisting customers and helping to resolve their inquiries.• By using the latest in modern communication and technology tools, I was able to provide our customers with accurate answers to their questions in both a quick and helpful manner.• The primary point of contact for PayPal customers - providing them with knowledgeable, compassionate, and timely resolution to their questions/inquiries while maintaining a positive and friendly attitude.• Delivering practical solutions on a daily basis.• Call centre- dealing with ambiguity, problem solving, listening, composure, driving for results • Reviewing PayPal accounts and determine the legitimacy of the account and account holder, the associated risk (using fraud indicators), and make sure all appropriate restriction and/or dismissal decisions are made on each account reviewed. • Continually monitor cases and reports to identify trends and notify management of information gleaned from that activity.• Answering calls and emails resolving queries correctly in a timely manner Show less

  • Risk Operations Analyst - Chargebacks

    May 2016 - Sept 2018

  • Dispute Resolutions Specialist

    May 2012 - May 2016

  • Customer Solution Agent

    May 2011 - May 2012
• 

  One Contact

  Sept 2018 - now

  Operations Manager

  Manage ticketing system ensuring teams are cover the Service levelScheduling installs, fixes with field engineers.Manage One Contact Support TeamManage Wireless Connect Customer Support TeamStock control, creating and managing low levels alerts.Purchases tracking and arrival verification. Creating and reporting key performance indicators based on tickets closed by week.Phone system deployments information gathering analyzing data.