Karla User

I’m a Bilingual (English/Spanish) Customer Service and Compliance Operations professional with 5+ years of experience in high-volume fintech and cryptocurrency environments. I protect customers from scams by combining fraud detection, AML/BSA compliance coordination, and KYC/identity verification with real-time escalation management.

At Bitcoin Depot, I handle over 25 inbound customer calls and 50+ SMS/email inquiries per shift in Zendesk, supporting Bitcoin ATM transactions, account access, and structured scam-awareness communication. I manage customer cases, profile updates, and resolution tracking in Zendesk and BitAccess BackOffice (BA OP), while maintaining data integrity through careful case-note and profile review.

I investigate and resolve complex transaction failures—pending batch issues, machine velocity freezes, BTM outages, and verification loop errors—by coordinating directly with Bitaccess technical support. I also manage KYC levels, transaction limit requests, and IDM workflows in line with AML/BSA regulatory requirements.

I’m proud of outcomes like preventing a $25,000 scam targeting an elderly customer, and I’ve been recognized for IDM Excellence handling complex identity verification cases. I was selected for the elite ASAP real-time escalation unit, managing live escalations including Age/Velocity alerts and OFAC/sanctions name flags, and I submit structured escalation and fraud reports to Compliance per SOPs.