roxyz28

• Owned global customer issues related to their wallet and/or account, and provided resolution in a timely manner • Managed KYC onboarding lifecycle including document collection, identity verification, and Proof of Address validation • Performed sanctions, PEP, and adverse media screening (World-Check, Neterium) as L1 Maker and L2 Checker • Conducted on-chain and off-chain transaction monitoring, global travel rule screening, identifying and escalating suspicious activities • Maintained accurate, complete, and audit-ready KYC records aligned with AML and regulatory requirements • Acted as escalation point for complex customer issues, compliance cases, and onboarding issues • Tracked case progress, followed up on pending requirements, and ensured timely resolution • Coordinated with internal teams (compliance, operations, support) to resolve workflow dependencies • Generated reports and insights on KPIs, case volumes, and process performance Process & AI Optimization: • Used ChatGPT and AI tools to standardize documentation, draft communications, and improve efficiency • Identified workflow gaps and contributed to process improvements and quality enhancements Leadership: • 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

• Managed performance and progress of account and technical support experts • Acted as the primary operations point of contact during manager absences, ensuring continuity of team performance, escalations, and daily operations • Conducted coaching sessions and created action plans to improve team performance and customer handling • Provided escalation support and assisted agents with complex customer concerns • Conducted call audits for quality assurance and customer experience monitoring • Monitored real-time team performance and phone activities • Facilitated recursive training sessions and process reinforcement discussions • Assisted in maintaining operational efficiency and service quality standards • Mentored and supported newly promoted Team Leaders to help them transition successfully into leadership roles, providing guidance on operations management, escalations, coaching, and performance handling • Assisted other operations leaders in managing workflows, escalations, staffing concerns, and operational priorities to maintain service quality and business continuity

• Managed performance and daily operations of chat support representatives • Acted as the primary operations point of contact during manager absences, ensuring continuity of team performance, escalations, and daily operations • Conducted coaching sessions and created development action plans for team members • Provided escalation support and assisted agents with complex customer concerns • Audited chat transcripts to ensure quality assurance and compliance with service standards • Assisted representatives with issue resolution and escalation handling • Monitored team productivity and customer support quality • Performed report analysis and developed action plans for team and cluster metrics • Mentored and supported newly promoted Team Leaders to help them transition successfully into leadership roles, providing guidance on operations management, escalations, coaching, and performance handling • Assisted other operations leaders in managing workflows, escalations, staffing concerns, and operational priorities to maintain service quality and business continuity

• Led technical support representatives in a high-volume customer support environment • Acted as the primary operations point of contact during manager absences, ensuring continuity of team performance, escalations, and daily operations • Conducted coaching, performance reviews, and action planning sessions • Managed customer escalations and ensured timely issue resolution • Created weekly team performance reports and analyzed operational metrics • Conducted quality assurance audits to monitor customer experience and agent performance • Monitored real-time operational activities and team productivity • Performed report analysis and developed action plans for team and cluster metrics • Supported process improvement initiatives and operational reporting • Mentored and supported newly promoted Team Leaders to help them transition successfully into leadership roles, providing guidance on operations management, escalations, coaching, and performance handling • Assisted other operations leaders in managing workflows, escalations, staffing concerns, and operational priorities to maintain service quality and business continuity