Davide D’Amico

• Assess refund patterns to identify potential process risks, collaborating closely with Fraud and Logistics teams to enhance tools and prevent abuse.
• Identify KYC or payment-processing gaps missed by the Service team that could result in payment failures to partners, and work with Finance to resolve and prevent recurrence.
• Partner with Finance to enhance tools and streamline processes, ensuring prompt and accurate payouts.
• From high-risk categories, identify potentially harmful products to the marketplace, conducting deep-dive analyses into product/service defects until resolution is achieved.
• Analyze DSATs and high-resolution time inquiries to identify systemic issues, drive process improvements, and enhance customer satisfaction.
• Monitor and evaluate the quality of deliverables from BPO sites, ensuring adherence to performance standards and customer satisfaction KPIs.
• Conduct Weekly Business Review (WBR) meetings to present site performance data, trends, and action plans to key stakeholders.
• Lead calibration sessions with BPO partners to align on quality expectations, scoring consistency, and performance benchmarks.
• Investigated and resolved complex service issues for users and internal systems by conducting Root Cause Analysis (RCA), ensuring timely resolution and preventing recurring incidents through targeted corrective actions.

• Served as the first point of contact for all telephone, email, and mail inquiries, ensuring effective handling of urgent matters.
• Played a pivotal role in supporting and managing change during the critical startup phase, contributing to significant company growth.
• Tracked and escalated customer issues, actively contributing to a 20% improvement in overall customer experience.
• Conducted quality reviews, forwarding customer feedback to relevant teams to enhance customer experience.
• Developed and maintained relationships with external and internal clients, ensuring a high level of client satisfaction.
• Oversaw the management of prescriptions, referrals, and fit-to-work notes, ensuring strict adherence to accuracy, confidentiality, and compliance with regulatory standards.

• Delivered clerical and administrative support to senior managers and company directors.
• Acted as the first point of contact for customers, guests, and visitors, efficiently handling a large volume of customer inquiries and complaints.
• Provided accurate information in-person and via phone/email.
• Processed invoices and payments and provided ad hoc support to other parts of the business as required.

• Part of a small VIP customer engagement team, accountable for client relationship management.
• Handled direct consumer sales and customer call handling for general public.
• Took full administrative responsibility for billing, receipts, customer care, and complaints escalation, achieving competitive sales targets.

• Managed a high volume of retail consumers at a flagship location.
• Oversaw the Doddle collection point, resolving order fulfilment challenges under pressure.
• Acted as a key holder, ensuring store security during shifts.