Dario Russo

Senior Fraud Analyst Investigation TM

Finom

Oct 2024 - Current (2 years 1 month)

• Conduct proactive end-to-end investigations into suspicious customer activities, including transactional anomalies, KYC inconsistencies, and digital profile red flags, in line with AML/CTF regulations.
• Monitor real-time fraud detection systems, review alerts within SLA, and escalate suspicious cases by preparing Suspicious Activity Reports (SARs) for submission to relevant authorities.
• Perform Customer Due Diligence (CDD) and Enhanced Due Diligence (EDD) reviews to ensure compliance with regulatory frameworks and internal risk appetite.
• Assess client risk profiles, making informed decisions to accept/reject transactions, close accounts outside tolerance, or recommend account termination based on investigation outcomes

Payment Operations Analyst

Finom

Apr 2024 - Mar 2025 (1 year)

• Handling high volumes of payment investigations, recalls, and other issues with SEPA, SWIFT, and Cards.
• Handling legal compliance tasks, including company liquidations, deregistrations, and legal redress. Additionally, managing seizure payment requests, and payment recalls.
• Ensuring timely and effective resolution of transaction issues.
• Acting with a startup mentality, focusing on continuous improvements and striving for operational excellence.
• Working autonomously while effectively collaborating with my team and multiple other departments and stakeholders.
• Actively detecting inefficiencies within processes and proposing practical solutions to enhance operations.
• Proactively seeking answers and so

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Team Lead CTP Operations

Sep 2022 - Mar 2024 (1 year 7 months)

• Managing a team of 18+ financial operators of Client Transaction Process team.
• Monitoring contract relevant key performance indicators and service level agreements.
• Designing and implementing strategic business plan to hit monthly, quarterly, and annual operational financial objectives.
• Supporting team members with day-to-day operations.
• Empowering individual team members by providing objective coaching sessions.
• Collaborating with payment systems managers and team leads from different territories to share best practices and support a cohesive financial approach.
• Developing, improving and implementing effective territory strategies on existing or new payments systems.
• Working with HR team o

Selling Partner Support Associate

Amazon

Apr 2022 - Sep 2022 (6 months)

• Act as the primary interface between Amazon and 3rd party sellers, providing phone and/or email support governed by internal service level agreements.
• Provides prompt and efficient service to Amazon Sellers and Merchants including the appropriate escalation of Sellers’ issues.
• As a Seller Support Associate I am addressing chronic system issues, provide process improvements, develop internal documentation, and contribute to a team environment by taking ownership of internal project that helps my manager and my team/organization.
• Actively seek solutions through logical reasoning and data interpretation skills and identifies trends to appropriate channel including improvement suggestions.
• Liaise with other departm

AppleCare Team Manager

Apple

Apr 2020 - Mar 2022 (2 years)

• Led multiple teams across Apple, managing up to 20 FTEs; responsible for team performance, KPIs, 1:1s, performance reviews, and supporting EFTs to ensure operational excellence and team engagement.
• Conducting root cause analysis: By evaluating calls/emails and reviewing call drivers to establish areas of mentor opportunities.
• Building a positive relationship within the team members and stakeholders.
• Gathering and analysing metrics that can be used to improve client engagements.
• Ensure adequate staffing levels to maintain service levels and employee satisfaction.
• Delivering tailored, inspirational and effective coachingAnalyse performance management data, and identifying opportunities to further drive Cus

AppleCare App Store Review Senior Advisor Tier 2

Apple

Nov 2018 - Mar 2022 (3 years 5 months)

• Handling escalated inquiries from App Store Review advisors Tier 1 via phone, chat and emails.
• Working with the business partners to understand their requirements, be first point of contact for App Store Review advisors.
• Find root cause and workarounds to issues raised by internal Tier 1 team members, and other internal teams.
• Assist developers with in-app purchase (IAP) review inquiries and IAP status requests.
• Research, implement and promote best practices to continue improving workflow.
• Identify and report new trending and emerging issues.
• Handling Executive case escalations.
• Assist developers with expedite review requests and app rejections appeals.
• Point of contact for Tier 3 an

Customer Specialist Support AppleCare App Store Review Tier 1

Apple

Apr 2018 - Nov 2018 (8 months)

• Providing administrative support to developers regarding App Review inquires.
• Handling escalation inquired from third-party developers, which requires investigation, analysis, and identify further escalations requirements; as well as written customised responses.
• Contacting escalations team.
• Thinking creatively about ways on providing suggestion on business improvement, such us workflow, procedures updates.
• Proactively suggesting and sharing best practice with stakeholders during team meetings. Show less

EMEA Customer Support Apple Developer Program Support Tier 1

Apple

Nov 2015 - Apr 2018 (2 years 6 months)

• Performed KYC checks during client onboarding, verifying company documents and existence, engaging with UBOs, and approving enrollments for the Apple Developer Program.
• Orchestrated the day-to-day operations of email and phone communications, ensuring adherence to global service level agreements (SLAs) for WWDR.
• Conducted outbound cold calls to facilitate membership renewals, offering guidance and support to developers throughout the process.
• Led the onboarding and screening processes for new developers and businesses, ensuring seamless integration into the platform.
• Fostered cross-functional collaboration with support and critical issue teams, prioritizing developer needs and resolving issues in a timely manne

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Airbnb - Customer Success Representative

Jun 2015 - Oct 2015 (5 months)

• Providing customer's support via emails and calls ensuring that their needs were satisfied.
• Supporting customers with complex issues such as last minute biking cancellation, potential fraud while on vacation.
• Ensuring an excellent candidate experience; from the first booking request through to the arrival of the guests.
• Management and follow-up of any possible disputes at the end of a guest's stay.
• Collaborate and report any potential fraudulent behaviours to the appropriate internal teams. Show less

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Dario Russo

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