Laurent Charles

Led customer support and product operations for confidential blockchain/Web3 clients, ensuring 24/7 ticket resolution and improving dApp usability through manual QA and coordinated bug fixes. Managed prediction market content, Freshdesk workflows, and compliance-related dataset validation to support KYC/AML processes.

Conducted global employment and education verifications, ensuring data accuracy and timely reporting while liaising with HR contacts, candidates, and institutions worldwide. Improved verification turnaround through meticulous research and stakeholder communication.

Designed launch support strategies and readiness plans for key Skype features, collaborated with Product and Ops teams on risk mitigation, and drove training and user feedback cycles to improve feature rollouts. Supported cross-functional readiness for iOS and video calling launches.

Oversaw live chat support teams and shift planning, developed training processes, and supported vendor onboarding to enhance support quality and operational efficiency. Managed staffing and performance for chat operations.

Provided email-based support for billing, service, and technical issues, handling executive escalations and special projects to maintain high customer satisfaction. Improved resolution processes for complex cases.

Managed personalized hotel reservations and resolved customer complaints, advocating for guest satisfaction and liaising with hotel owners to improve service outcomes. Delivered high-touch support for premium guests.

Completed a Bachelor in Psychology & Human Behavior from 1998 to 2001, focusing on psychological principles and human behavior relevant to support and operations roles.

Completed coursework in radio production and voice expression, developing practical skills in audio production and voice performance.

Earned a BEP in Accounting and Sales through vocational secondary education with emphasis on accounting principles and sales operations.