Open to opportunities

Chanelle Diallo

@chanelled

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Customer Support & KYC specialist bridging compliance, product support, and great service.

United Kingdom

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What I'm looking for

I’m looking to grow in compliance-focused customer support, handling KYC/AML, escalations, and product support with a team that values learning, clear SLAs, and consistent customer satisfaction.

Product and Customer Support Specialist with experience in SaaS, fintech, and banking. Skilled in client onboarding, technical troubleshooting, and escalations management, helping customers from setup through go-live and post-launch support. Strong communication, analytical, problem-solving, and stakeholder management skills gained through working with both B2B and individual clients. Highly organised, reliable and comfortable working independently, with strong IT skills and experience learning new systems quickly.

Experience

Work history, roles, and key accomplishments

Current

Freelance Customer Support Specialist

Current

Upwork

Nov 2025 - Present (10 months)

Resolved customer inquiries via email, live chat, and social media, providing product training during onboarding and handling refunds and billing questions. Managed and prioritized support tickets against SLAs, investigated technical issues, escalated cases when needed, and created FAQs/knowledge base articles.

Live Chat Customer Support Email Support Social Media Support SLA Refunds And Billing Product Onboarding Knowledge Base Writing