I am a KYC and Compliance Analyst with more than five years of experience in fintech, gaming, and customer support operations. I specialize in identity verification, AML-related processes, account management, and resolving complex customer cases in regulated environments.
I use data analysis to identify operational trends, reduce resolution times, and improve customer experience. My experience includes analyzing ticket volumes, categories, frequencies, outliers, and recurring issues through SQL, spreadsheets, Zendesk, Tableau, and Power BI.
I have worked extensively with KYC and compliance platforms including Sumsub, Jumio, CLIC, and Zendesk. I am experienced in document verification, account validation, onboarding, fund transfer and refund processes, escalation management, and compliance reporting.
I enjoy improving workflows through structured triage, clear documentation, and standard operating procedures. I have helped reduce escalated-case resolution issues, unresolved KYC cases, onboarding time, and reporting discrepancies while maintaining strong customer satisfaction.
I am a collaborative and customer-focused professional who communicates effectively across teams. I also train and mentor new agents, contribute to compliance culture, and support data-driven operational decisions.
I am fluent in Spanish, have professional proficiency in English, and intermediate proficiency in German. I am continuing my Sociology degree while expanding my skills in data analytics, Python, blockchain transactions, project management, and customer service.
