Customer Support Specialist / KYC-AML Analyst
Vigevano, Italy
Customer Support professional with 15+ years of experience, fluent in English, Spanish, and Italian (native). Proven expertise in high-volume ticket management, KYC/AML compliance, team leadership, and remote work. Experienced in the crypto/Web3/DeFi/NFT space since 2018 with strong knowledge of blockchain ecosystems.
Salary
USD 20,000 – 40,000
Binance
Oct 2022 — Jul 2023
Performed periodic reviews and reports on merchants for KYC compliance. Presented monthly reports on customer support metrics. Assisted in development of KYC-related tools and AML program improvements. Interacted with law enforcement and financial institutions for fraud investigations. Analyzed large datasets to identify money laundering patterns.
Apple
Jan 2019 — Jan 2021
Maintained knowledge of industry trends and competitor offerings. Developed customer rapport and guided informed purchasing decisions. Trained new employees on store policies. Managed sales, post-sales, invoicing, and VAT processes.
Booking.com
Jan 2016 — Jan 2018
Provided support during high-volume periods. Organized travel itineraries and managed online booking inquiries. Coached employees on best practices and introduced standardized training programs.
Vodafone
Jan 2011 — Jan 2015
Provided outstanding customer service and promoted continuous improvement culture. Communicated KPIs to team members. Conducted training and mentored team members to promote productivity and service quality.
IBM
Jan 2007 — Jan 2010
Assisted with equipment startups and machine installations. Performed servers and slots maintenance. Collaborated with departments to optimize production workflows. Used and maintained AS400 operating system.
High School Diploma · Languages and Computer Management
1996 – 2001