David Demoko
La Linea de la conceptión
Summary
Dynamic and results-driven Customer Protection Analyst at Entain, specializing in loss prevention and fraud detection. Proven track record in effective communication and team collaboration, successfully mitigating risks and enhancing customer trust. Adept at SQL querying and data analysis, delivering impactful solutions to complex challenges in financial crime prevention.
Overview
20
20
years of professional experience
Work History
Customer Protection Analyst
Entain
Europort Road
05.2024 - Current
- Conducted thorough analysis of customer accounts to identify and mitigate detected risks.
- Contacted customers to address concerns regarding Safer Gambling, affordability, and financial crime.
- Delivered exceptional customer service while promoting Safer Gambling tools and verifying Source of Funds.
- Evaluated customer responses using sound judgment to implement timely risk mitigation controls.
- Executed necessary actions, including setting loss limits, deposit limits, and account closures, while documenting decision-making processes.
- Collaborated with various teams to ensure adherence to established protocols.
- Managed Zendesk tasks to respond to customer inquiries and internal department queries.
Senior Fraud Analyst and Quality Assurance
Etsy
Dublin
08.2016 - 06.2023
- Oversaw quality control for target grading among internal staff and outsourced personnel.
- Examined suspected fraudulent transactions across various business lines.
- Delivered presentations to teams and global stakeholders on key findings.
- Analyzed chargebacks, providing representation or acceptance when necessary.
- Resolved complex teammate escalations related to ATO reviews.
- Specialized in fraud collusion investigations to enhance detection efforts.
- Executed SQL queries to support data analysis initiatives.
- Participated in individual and collaborative projects to drive team recognition.
Fraud Analyst
Airbnb
Dublin
02.2015 - 07.2016
- Served as point of contact for French market, assisting Local Operations with fraud prevention.
- Conducted in-depth research on fraud trends and fraudulent activities.
- Collaborated closely with EMEA Compliance Department on anti-money laundering initiatives.
- Reviewed high-value payments for signs of account takeover and suspicious activity.
- Identified and flagged counterfeit documents for further investigation.
- Distributed TNS presentations to various internal teams to enhance awareness.
- Participated in group projects to develop comprehensive fraud mitigation strategies.
- Executed queries within internal system to proactively prevent financial losses.
Local Data Evaluator
Google Maps, Freeman House
Dublin
01.2014 - 01.2015
- Assessed reliability and accuracy of data from diverse sources.
- Identified challenges, targeted specifics, and implemented measures to enhance data quality.
- Conducted cold calls to verify company information with personnel.
- Analyzed metrics and identified flow improvements as part of a large project team.
- Facilitated onboarding for new hires by providing support from tenured colleagues.
- Mentored and supervised team members in the FR market, ensuring adherence to best practices.
Internal Consultancy Analyst
PayPal
Dublin
11.2007 - 11.2013
- Conducted investigations on stolen credit cards, chargebacks, and ACH returns.
- Reviewed clients' supporting documentation for identity verification and compliance.
- Identified and mitigated various forms of fraud to safeguard company assets.
- Managed money-laundering prevention initiatives to ensure regulatory adherence.
- Led spoof investigations analyzing IPs, VID, and FSO data.
- Mentored new hires to facilitate effective onboarding and skill development.
- Oversaw KYB/KYC processes, addressing compliance escalations related to fraud.
- Handled internal support calls from coworkers, providing assistance on fraud-related inquiries.
Travel Agent
TOURAMERICA
Dublin
03.2007 - 10.2007
- Managed inbound and outbound calls to ensure effective communication.
- Coordinated travel, lodging, and cruise arrangements for guests.
- Engaged with clients both via phone and in-person to address needs.
- Demonstrated initiative in problem-solving and decision-making processes.
Customer Service
LUFTHANSA, East point
Dublin
10.2005 - 02.2007
- Handled inbound and outbound calls from VIP clients with flight privileges.
- Served as helpline for clients and travel companies, providing timely assistance.
- Facilitated reservations, updates, cancellations, and rebooking requests.
- Distributed product information related to Lufthansa services.
- Managed inquiries regarding lost luggage to ensure prompt resolution.
- Collaborated with team members to achieve service objectives.
Telemarketing Agent
PERFORMANCE MARKETING
Dublin
06.2005 - 10.2005
- Managed incoming calls to ensure prompt client assistance.
- Advised potential clients on specific seminars to enhance engagement.
- Created templates for efficient communication and documentation.
- Contacted clients through email, phone, and video conferencing to maintain relationships.
Education
Brevet De Technicien Supérieur(HND) - Accounting
University Paris X
Nanterre07-2000
Bachelor of Accountancy - Accounting And Finance
Lycée Joliot Curie
Nanterre07-1997
Brevet Des Collèges -
Collège Evarist Gallois
Nanterre07-1994
Skills
- Loss prevention and fraud detection
- Case management and dispute resolution
- Effective communication skills
- Fraud analysis and identification
- Trend and data analysis
- Transaction review and management
- Customer service
- Team collaboration
- Problem solving
- SQL querying
- Data analysis
- Communication skills
- Financial crime prevention
References
Available on request
Interests
Interested in real estate investments, self-improvement, various sports, cooking, reading, and global politics and economy.
Languages
French
First Language
English
Proficient
C2
Timeline
Customer Protection Analyst
Entain
05.2024 - Current
Senior Fraud Analyst and Quality Assurance
Etsy
08.2016 - 06.2023
Fraud Analyst
Airbnb
02.2015 - 07.2016
Local Data Evaluator
Google Maps, Freeman House
01.2014 - 01.2015
Internal Consultancy Analyst
PayPal
11.2007 - 11.2013
Travel Agent
TOURAMERICA
03.2007 - 10.2007
Customer Service
LUFTHANSA, East point
10.2005 - 02.2007
Telemarketing Agent
PERFORMANCE MARKETING
06.2005 - 10.2005
Brevet De Technicien Supérieur(HND) - Accounting
University Paris X
Bachelor of Accountancy - Accounting And Finance
Lycée Joliot Curie
Brevet Des Collèges -
Collège Evarist Gallois
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