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$25 USD / hour
Flag of LITHUANIA
vilnius, lithuania
$25 USD / hour
It's currently 9:18 AM here
Joined January 22, 2024
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Marsel S.

@Marsel91

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$25 USD / hour
Flag of LITHUANIA
vilnius, lithuania
$25 USD / hour
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I live my life the best way I can

Hello, I am Marsel! I don’t believe in borders, I think that in the world there is enough space for everyone. I am a balanced person, with a passion for people, their feelings and their behaviours. I am originally Albanian, but I grew up in Italy. I can speak both languages at a native level, I am proud of both parts of my soul, but I consider myself a son of the world, a cosmopolitan. In my career I have had several experiences, all somehow related to interacting with people, whether it was dealing with them as customers or leading them as a team. I believe that empathy, communication and interaction with people are my best skills (but not the only ones). I love analysing people's behaviour and adapting to each individual in a personal way, in order to help them be the best version of themselves, at work as well asin life. I am a great learner, and this helped me throughout my career to gain other skills and knowledge. I am an expert in the payment and compliance sector, working at international FinTech companies. My knowledge and skills include AML, Transaction Monitoring, KYC/KYB processes. I speak English at a professional level, and I have good knowledge of Lithuanian and Spanish, besides my two native languages. I am currently aiming to evolve in my career by growing professionally as a people manager, possibly within the FinTech sector.

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Experience

Payment Specialist

Yoursafe
Dec 2021 - Present
- Monitor incoming and outgoing transactions - Onboarding, guiding and supporting new clients and their businesses - Perform due diligence, KYC and KYB processes for persons and business clients - Utilize various CRM and support tools and systems - Escalate issues that cannot be resolved quickly and spot broader trends in payment support requests - Demonstrate customer relationship skills and maintain a positive company image during all interactions with customers

Project Specialist

Vinted
Dec 2020 - Jun 2021 (6 months, 1 day)
- Monitoring and improving performance and KPIs of 15-20 FTEs (Vendor Team) - Develop and improve policies, processes and procedures in dedicated domain - Own efficiency and high quality solutions for escalations - Managing and mentoring AR team, analyse Auto Replies success rate, improve existing auto replies or create new ones - Coaching, and mentoring new joiners within the company and vendor agents - Be responsible for creating & organising other language-specific work with translations

CS Guest Specialist

Booking.com
Apr 2019 - Dec 2020 (1 year, 8 months)
- Respond to urgent and/or critical guest inquiries via telephone or email to provide problem resolution in accordance with our service standards - Handle and coordinate high risk/complexity guest cases and if possible prevent negative dedication, brand and / or financial impact - Expert experience of Booking.com CS tools, methods, processes - Adopt adequate behaviours as per Booking.com values during and outside working hours

Education

Diploma

Liceo Scientifico, Italy 2006 - 2012
(6 years)

Qualifications

Transaction monitoring Certificate

Ministry of Compliance (NL)
2022
Certification of knowledge and skills related to AML and CFT processes.

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