Daniel Hollywood

Experience

• 

  Amazon

  Oct 2010 - Feb 2011

  Kindle Specialist

  - Provided customer support via Phone and Email to both US and UK markets. Specialising in Kindle support. Delivering timely, accurate and professional customer service to all Amazon customers- Identified Technical issues with customer Kindle devices and assisted with troubleshooting. Utilizing a variety of software tools to navigate customer accounts, research and review policies, and communicate effective solutions clearly and concisely with both external customers and coworkers

• 

  Xanadu Consultancy

  Apr 2011 - Dec 2019

  • I delivered analysis of client data, funding patterns and betting behaviours in order to determine a Client Risk Profile as established under the KYC Procedures • I was the main point of contact for account security incident response. Identifying the methods, the exposure and the customer impact • I delivered in-depth reviews on suspicious activity by utilising various tools; MySQL Workbench, Kibana, Qlickview, Salesforce, Tableau, Metabase and in-house user reporting system • Created and monitored open troubleshooting tickets with various support departments to ensure escalated issues were dealt with in a timely manner using JIRA • Proactively maintained SLA’s for multiple email queues, while balancing multiple issues • I collaborated with the analytics department to design automated alerts and Tableau/Metabase reports for AML issues • Built and maintained knowledge base articles and created standard operating procedures • Trained colleagues in best practices and updated processes for utilising various tools and apps • Facilitated Team transfers and credit allocation for agency accounts • Processed withdrawals and troubleshot issues with payments to and from the site. For example, failed payments, chargebacks or third party deposits • Liaised with VIP and Corporate compliance departments to assist in account maintenance and generation of reports • Performed Customer Due Diligence and Enhanced Due Diligence for our clients sites Show less • Trusted to manage the InPlay Market Lifecycle of all Tennis betting markets on our clients sites as well as additional support services for other sports and betting clients • Managed a small team and scheduled the roster for full coverage of global tennis events • Logged technical and site performance issues and liaised with App Support and other teams within the business and assist in the resolution of issues • Communicated with external betting agencies to provide satisfactory pricing and liquidity on the clients sites. • Provided customer support via chat, email and phone. • Using software tools to ensure satisfactory pricing on clients sites. Processed withdrawals for users, adhering to a strict 72 hour policy • Worked closely with various stakeholders to deliver the best customer experience to the user base. Show less

  • KYC/AML/Fraud Analyst

    May 2017 - Dec 2019

  • Market Operations Agent

    Apr 2011 - Jul 2017
• 

  WP Engine

  Feb 2021 - now

  • Technical Support L2

    Nov 2023 - now

  • Technical Support L1

    Feb 2021 - now