FinTech Customer Support VA | KYC/KYX | CRM & Technical Support
Rizal
I am a FinTech Operations and Customer Support Specialist with hands-on experience in KYC/KYX verification, Enhanced Due Diligence (EDD), AML compliance, and risk assessment. I help businesses manage high-risk accounts, ensure regulatory compliance, and maintain accurate documentation while delivering exceptional client service. I have supported FinTech and social media operations, monitoring workflows, handling escalations, and optimizing processes to ensure efficiency, accuracy, and client satisfaction. My background in operations and QA has made me organized, reliable, and results-oriented, capable of managing complex tasks independently and using CRMs, spreadsheets, and digital tools to streamline workflows. If you need someone who can ensure compliance, support client operations, and maintain high standards in FinTech processes, I can provide professional and dependable solutions that help your business succeed.
TaskUs, full_time
Oct 2021 to Jun 2026
I began my career at TaskUs as a Content Moderator from October 2021 to June 2022, reviewing user-generated content, ensuring compliance with platform guidelines, and handling escalations professionally. This role honed my attention to detail, process adherence, and consistency in a high-volume, fast-paced environment. I was promoted to Quality Analyst (QA) from June 2022 to May 2024, where I monitored team performance, conducted audits, implemented quality assurance processes, and provided coaching to improve accuracy and efficiency. I also ensured adherence to client standards, maintained performance reports, and strengthened my analytical, mentoring, and operational skills. As an Operations Team Leader from May 2024 to June 1, 2026, I managed FinTech and social media support accounts, including KYC/KYX processes, risk assessment, and escalation management. I led the team, monitored KPIs, optimized workflows, and ensured compliance with client and regulatory standards. I focused on process improvements, operational efficiency, and delivering measurable client outcomes, combining strategic oversight with hands-on problem-solving to consistently achieve high-quality results.
Concentrix, full_time
May 2019 to Sep 2021
Provided phone-based technical support for Samsung US customers, assisting with TVs, soundbars, DVD players, and other audio/video devices. Troubleshot issues including network connectivity, Wi-Fi, Bluetooth, iOS/Android pairing, DNS configuration, software upgrades, and remote access. Guided customers step-by-step to resolve problems efficiently while maintaining clear communication and a positive service experience. Maintained accurate CRM records and documentation of technical resolutions and escalated complex cases when necessary. Developed strong skills in technical troubleshooting, customer communication, problem-solving, and remote support, consistently delivering reliable and high-quality service. Key Highlights: Resolved complex technical issues across multiple devices and platforms Delivered clear, step-by-step guidance, improving customer satisfaction Maintained accurate CRM and ticketing documentation Collaborated on escalated cases for timely resolution
Results CX, full_time
Apr 2018 to Apr 2019
Provided phone-based technical support for Xfinity US customers, assisting with internet connectivity issues, service interruptions, and network troubleshooting. Explained billing statements, clarified account concerns, and guided customers step by step to resolve technical and service-related problems. Maintained accurate CRM records and documentation, monitored ticket status, and escalated complex issues when necessary. Developed strong skills in customer communication, problem-solving, remote troubleshooting, and account management, consistently delivering high-quality support and ensuring customer satisfaction. Key Highlights: Resolved internet and connectivity issues across multiple devices and platforms Provided clear explanations and step-by-step guidance for billing and technical concerns Maintained accurate documentation and CRM records Escalated and collaborated on complex cases for timely resolution