- Acted as a gatekeeper, assisting clients with regaining access to their accounts and ensuring security against illicit actors.- Conducted thorough analysis of client accounts and administrative logs to verify ownership and prevent unauthorized access.- Responded to client inquiries regarding account access issues, security concerns, and general troubleshooting, primarily via email.- Maintained high performance by meeting Service Level Agreements (SLA) and utilizing Key… Show more - Acted as a gatekeeper, assisting clients with regaining access to their accounts and ensuring security against illicit actors.- Conducted thorough analysis of client accounts and administrative logs to verify ownership and prevent unauthorized access.- Responded to client inquiries regarding account access issues, security concerns, and general troubleshooting, primarily via email.- Maintained high performance by meeting Service Level Agreements (SLA) and utilizing Key Performance Indicators (KPI).- Participated in ongoing training sessions to stay up to date with the latest developments in the crypto industry and Kraken’s products.- Leveraged crypto trading experience across multiple platforms to provide specialized support to clients.- Collaborated with cross-functional teams to improve security processes and optimize workflows, automating tasks wherever possible.- Supported investigations into security incidents, account closures, and email-related issues, contributing to a 6-star customer experience. Show less

- Maintenance of written policies and procedures whilst contributing to regulatory analysis.- Assistance with regulatory filings and related compliance requirements.- Ensure compliance with relevant laws, regulations and firm policy.- Review, analyze, and document findings of transaction monitoring alerts.- Ensure adequate and timely responses to all law enforcement inquiries.- Manage various inboxes and provide timely responses to all stakeholders.- Provide support to… Show more - Maintenance of written policies and procedures whilst contributing to regulatory analysis.- Assistance with regulatory filings and related compliance requirements.- Ensure compliance with relevant laws, regulations and firm policy.- Review, analyze, and document findings of transaction monitoring alerts.- Ensure adequate and timely responses to all law enforcement inquiries.- Manage various inboxes and provide timely responses to all stakeholders.- Provide support to Client Engagement teams on Compliance related issues for the firm. Show less

- Lead a team of specialists in delivering a 6-Star experience.- Motivate and empower the team to achieve goals through effective goal setting, meaningful coaching and conduct performance evaluations.- Mental Health as engine.- Leverage CE’s KPIs to deeply know and understand teams performance and effectively coach individual team members to advance the client experience.- Assist the team with complex client interactions and escalations, and provide support where necessary.-… Show more - Lead a team of specialists in delivering a 6-Star experience.- Motivate and empower the team to achieve goals through effective goal setting, meaningful coaching and conduct performance evaluations.- Mental Health as engine.- Leverage CE’s KPIs to deeply know and understand teams performance and effectively coach individual team members to advance the client experience.- Assist the team with complex client interactions and escalations, and provide support where necessary.- Ability and readiness to guide, train and support team members.- Resolve problems with work quality, issues between employees and other concerns in an effective, timely manner. Show less

- Select and lead project team members, including team leads, developers, translators, and collaborators.- Develop a product feature roadmap.- Identify critical path issues and merge teams of people to resolve them.- Facilitate implementation as a Product Owner for multiple sprint teams.- Develop and manage project schedules and budgets.- Create project status reports for customers and internal teams.- Utilize databases, spreadsheets, and various tools to track… Show more - Select and lead project team members, including team leads, developers, translators, and collaborators.- Develop a product feature roadmap.- Identify critical path issues and merge teams of people to resolve them.- Facilitate implementation as a Product Owner for multiple sprint teams.- Develop and manage project schedules and budgets.- Create project status reports for customers and internal teams.- Utilize databases, spreadsheets, and various tools to track localization projects.- Manage every aspect of product localization finances.- Head and direct department initiatives, including translation quality, vendor strategy, process improvements, and tool enhancements.- Manage multiple high-complexity and technical marketing projects supporting commercialization, with parallel launches, deadlines, and multiple deliverables.- Develop a profound understanding of assigned products and gain expertise in localization project management.- Manage more than 100 colleagues.- Manage 15 different teams with various cultures and nationalities.*Spanish Translation Specialist (2018-2018). Show less

- Delivering a 6-Star experience.- Handling a large number of client requests promptly.- Processing client applications and responding to requests related to: -- Account Access-- Trading (explaining margin, answering questions about order execution, etc)-- Digital Assets Tranfer (reviewing block explorers, answering questions about Bitcoin transactions, deposits, and withdrawals)-- Fiat (USD, EUR, GBP, JPY, and CAD)-- Verification (individual and corporate… Show more - Delivering a 6-Star experience.- Handling a large number of client requests promptly.- Processing client applications and responding to requests related to: -- Account Access-- Trading (explaining margin, answering questions about order execution, etc)-- Digital Assets Tranfer (reviewing block explorers, answering questions about Bitcoin transactions, deposits, and withdrawals)-- Fiat (USD, EUR, GBP, JPY, and CAD)-- Verification (individual and corporate accounts)-- General Support-- Multilingual Support-- Live Chat-- ...and other general questions or troubleshooting activities.- Improving, creating processes and applying automation as much as possible.- Exceeding KPIs to enhance the client experience.- Attending and providing training sessions while staying updated on industry knowledge and the comprehensive product and service offerings.- Mastering the platform and enhancing service by gaining an in-depth understanding of the product to effectively represent clients' needs to the relevant teams. Show less