Call Center Customer Service

Daniel Ricardo Davila

Aventura, FL ***** C: 305-***-**** ********@*****.***

LEADER - RISK - PROJECT DIRECTOR

Enthusiastic hands-on leader, with a proven track record of developing and building “world- class” and professional teams. An accomplished, multi-talented leader with over 30 years of experience driving significant shareholder value through dramatic improvements in sales/relationship management, profitability, risk management, processes, technology, productivity, organizational and quality.

Project Leadership

Real hands-on experience, capable of leading and managing large scale projects requiring planning, execution, monitoring and controlling results and coming on time. Lead world-class sales teams motivating through hands on leadership and attention to detail. In more than 20 countries and 50 plus projects.

Sales/Relationship Management

Experienced in building a strong sales organization across all sales channels focused on profitably selling and maintaining client relationships including the management of the processes and aligning the required support

within the organization.

Risk / Lending / Fraud / Compliance

Expert in the discipline of risk management with a focus on profitability using decision modeling based on automation and mathematical probability using empirical data. Expertise across all risk units: segmentation, underwriting, portfolio management, new accounts, credit/collection, authorizations, fraud, compliance, and recoveries.

Process/Project Management

Strategic Planning

Expert Credit Card Issuance

Process/Project Management

Business Transformation

Credit Modelling and Projections

Profitable Risk Management

Sales Leadership

Insurance Industry

Build High Performing Teams

Business Development

Expert Credit Card Acquirer

Capital/Operating Budget Control

Strategic Operations

Driving Results

Fraud Management and Prevention

Customer Service and Premium Product

Automation and Business Optimization

EXPERIENCE

Lifefy Corporation and Apoyoseguros – Miami, Florida 2015 to present

Chief Customer Officer

• Responsible for all call center and back officer operations. Support all sales channels and agents; inbound telemarketing, chatting, social media channels for the US Hispanic Markets and other underserved markets for Life Insurance.

• Designed, Created, and Implemented a full end-to end boarding processes that uses third party data, that issue a quote and full check out in ten minutes for a full-term life insurance policy. It was designing the have as least amount of friction as possible by reducing unnecessary data points.

• Strategies for the Hispanic US. Card Acquisition in this area yielded the high per card profitability despite low funding support for this segment. With a total Acquisition growth of 85% during my tenure, and an increase of eight basis points or 2.5MM in PTI. sales targets where surpassed every year by no less then10% with an overall grown during my tenure of 75%.

Insignia Card LTD – Porto Masso, Malta

2013 to 2015

Chief Operations Officer and Chief Risk/Compliance Officer

• Developed and implemented market strategies translating overall long-term corporate strategies into new products and services.

• Directly responsible from taking this company from a true start-up to seven figure cash positive company in less than 14 months

• Underwrote the entire Republic of Malta that allowed boarding decision in less than 15 seconds after a very short approval process

• Launch and implemented eight card products and a merchant acquiring business Forex Club Corporation - Moscow - Montenegro - New York City 2011 to 2013

Chief Risk Officer

• Global operations head with a direct report line of 100 employees that includes sales

• Implemented New Product Acquisition strategies for the Latin America Region

• All areas of direct responsibilities are Risk, Customer Service, Call Center, Telemarketing and Sales. Dotted line, IT, operations back office and quality and compliance.

• Other accomplishments: Launch a 200-seat call center in Russia, Implemented a new travel policy

• Lower the overall merchant discount rate to from 11.00%to 2.25 a savings of $2.3mm

• Implemented a new compliance and security policy Russian Standard Bank - Moscow Russia

2005 to 2011

Chief Operations Officer - Chief Risk Officer

• Led the implementation of the American Express business in the Russian Federation for Russian Standard Bank. Upon Launch we had 15 new products charge and revolve. two of the products where super premium products Centurion and Platinum personalized service that includes V.I.P. managers, Travel and Concierge. Other achievements included the hiring of all new staff, developing training materials, training all operations as well as the sales and marketing areas. Development of procedures, sales channels, 8 in total. Systems development and overall connectivity with Amex.

• Direct responsibility for 1,250-line staff, with managers and supervisors for the card business with an additional dotted line of 140-line staff. Areas of direct responsibilities are Risk, Customer Service, Call Center, Telemarketing and Sales. Dotted-line, IT, operations back office and quality and compliance

American Express Company – Swisscard Miami, Florida and Zurich 1996 to 2005

Reginal Director and Vice President

Franchising / Global Network Service

• Directly responsible for implementing the issuance of American Express Cards under license twenty financial institutions throughout LA/C. Head reporting line of eight Business Development Managers and 12 dotted-line general managers handling implementations in 15 countries. General manager responsibilities, including Set-up, Marketing, Advertisement, Finance, Technologies, Quality, Training and Operations that encompasses Risk Management, Customer-Service as well as Customer Call Centers, both from the Issuing and Acquiring lines of the credit card industries.

• Lead due-diligences teams on over 30 bank prospect partners closed sales on 15 bank licenses and lead the “Project Manager” implementation team of those banks signed. All signings where Independent Operators (Franchise) (Acquirer and Issuer) countries achieved merchant parity for American Express card acceptance and launch.

• Responsible for new business development improving the business proposition of bank alliances and partners outside the card base. New products outside the base have yielded more than 1,500% increase in less than four years under my leadership. Achieved all Risk target for 2000 through 2005.

• Developed and implemented Risk models in eight GNS markets-based risk-based portfolio management. Over all losses decreased 25%, while increasing billed business by 40% in mature markets.

• Implementation of models included all areas of risk, list selection and segmentation, new accounts, credit, authorizations, collections, fraud, and outside agency. Created the training and training materials for this new process. American Express Company LACC and Moscow Eastern Europe 1989 to 1996

Director – Head Risk Product Risk and Fraud

EDUCATION

Moscow State University – Moscow, Russia

1991 to 1994

New York City University 2002 - Certificate in Marketing Moscow State University 1994 - Higher Education/ BS - Civil and Industrial Engineering Miami Dade Community College 1984 / Courses in Engineering and mathematics American Express Certified Instructor/Trainer

Customer Service Soft-Skills

Branch Soft-Skill

Effective Collection (Soft-Skills)

Striking-A-Balance Credit Overview

Making of a General Manager

Credit Authorization I and II

Global Risk Management – Risk Management Platform Credit Authorizations) Global Risk Management – Risk Management Platform Authorizations) Global Risk Management – Risk Management Platform Fraud) Expert System and Administration Platform

FOREIGN LANGUAGES

Fluent/Native - English, Spanish, Portuguese

Basic/Conversational – Italian, Russian and Some French COMPUTER SKILLS

Proficient Microsoft Office; Word, Excel, Officer, Project, SAS PERSONAL REFERENCES –

IVAN D. OCHOA, CTO LIFEFY * CHIEF OF STAFF VP OF MASTERCARD GLOBAL * 305-***-**** AL VILAR, CEO LIFEFY * PRESIDENT OF MEDLIFE MEXICO * CFO AMEX LAC * 305-***-**** DAN AUSTIN * VP MARKETING, AMEX LAC * SVP MARKETING LAC & APA * 786-***-**** CARLOS L. PASCUAL * SVP MARKETING, GLOBAL INSURANCE HEAD AMEX * 305-***-**** GONZALO RUIZ * PRESIDENT, GLOBAL NEWTWORK SERVICE * 305-***-****

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