roxyz28

Owned global customer issues related to their wallet and/or account, and provided resolu on in a mely manner. Managed KYC onboarding lifecycle including document collec on, iden ty verifica on, and Proof of Address valida on. Performed sanc ons, PEP, and adverse media screening (World-Check, Neterium) as L1 Maker and L2 Checker. Conducted on-chain and off-chain transac on monitoring, global travel rule screening, iden fying and escala ng suspicious ac vi es. Maintained accurate, complete, and audit-ready KYC records aligned with AML and regulatory requirements. Acted as escala on point for complex customer issues, compliance cases, and onboarding issues. Tracked case progress, followed up on pending requirements, and ensured mely resolu on. Coordinated with internal teams (compliance, opera ons, support) to resolve workflow dependencies. Generated reports and insights on KPIs, case volumes, and process performance. Used ChatGPT and AI tools to standardize documenta on, dra communica ons, and improve efficiency. Iden fied workflow gaps and contributed to process improvements and quality enhancements. Managed and coached global teams of KYC analysts and customer support agents. Conducted performance reviews, training, and hiring interviews. Handled internal helpdesk queries and supported team decision-making on KYC cases.

Led a team of account and technical support specialists, ensuring service quality and KPI achievement. Conducted coaching, audits, and performance management. Handled escala ons and improved customer experience processes.

Progressed from Technical Support to Team Leader roles. Managed teams, conducted audits, handled escala ons, and created performance reports. Built strong founda on in process management, documenta on, and stakeholder communica on.