At Everhelp, I analyze ticket trends and present findings through Tableau and Power BI dashboards to support service optimization. I also verify and update user and company accounts, resolve reported technical issues, and contribute to process improvements.
At Big Time Studios, I supported KYC/AML operations using Sumsub and Jumio integrated with Zendesk. I improved the speed and accuracy of escalated cases by 35% through structured triage and communication.
I developed KYC documentation and standard operating procedures at Big Time Studios, and proposed improvements that reduced unresolved KYC cases by 42% within three months. I also analyzed support and KYC data using SQL and spreadsheets to identify trends and process improvements.
At American Express, I performed KYC checks and account validations for clients in Germany and Austria using Jumio and CLIC. I contributed to a 30% reduction in onboarding time and helped improve audit readiness and reduce discrepancies in compliance reports by 25%.
