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💼 Customer Success | 🎯 Data & Research Analyst | 🕵️‍♀️ AML/KYC Specialist | 🔧 Virtual Assistant for Startups & Fintechs | 📽️ Project Mamanagement | 📝 Compliance | E-Commerce 🌟 Hi, I’m Charity — your go-to expert for Customer Success, Research, Virtual Assistance & Fintech Ops! 🌟 With over 8 years in the corporate world and 3+ years of freelancing with dynamic startups and fintechs, I’ve worn many hats — and looked great in all of them (professionally speaking, of course 😉). From supporting high-net-worth clients to catching fraud before it happens, I’m the behind-the-scenes force that helps teams thrive and businesses scale smoothly. 🔍 What I Actually Do ✅Deliver standout customer experiences via chat, email & phone ✅Conduct KYC, AML, EDD, credit risk reviews, and fraud checks like a detective with a dashboard ✅Analyze data, optimize processes, and write reports that actually make sense ✅Create SOPs and compliance policies, manage inboxes, organise chaos, and make operations breathe easier ✅Provide smart, reliable virtual support to founders, teams, and execs ⚡ Tools I’ve Mastered Customer & Communication: Zendesk, Slack, Google Suite, Microsoft Office, Zoom, Skype, Mailchimp Fraud/AML/KYC: Lexis Nexis Bridger, Refinitiv Worldcheck, RDC, ComplyAdvantage, Factiva, Orbis, Sayari, Sardine, Sift, Persona, Sentilink, Sumsub, Plaid Creative & Research: Canva (basic), Lexis Nexis, web digging like a pro 💡 A Few Things I’m Known For: 👌Building trust with clients and teams 👌Catching things others miss (details matter!) 👌Creating systems that work and grow with you 👌Always thinking two steps ahead 👌Bringing good vibes and serious skills to every project I’ve completed training in Lean Six Sigma (Yellow Belt), team dynamics, risk management, business English, and more — and I bring that continuous learning mindset into every role I take on. 🚀 Bottom Line? I’m here to make your life easier, your customers happier, and your operations smoother. Whether you need someone to help with back-end tasks, handle sensitive compliance work, or support your team like an internal rockstar, I’m ready. Let’s chat about how I can help bring your goals to life. My rate is flexible — let’s find the right fit based on your business needs.

Need a reliable, detail-oriented Executive Assistant who can manage operations, support customers, and keep your business running smoothly, without constant supervision? I help busy entrepreneurs, eCommerce brands, and online businesses streamline their day-to-day operations, improve customer experience, and stay compliant, so you can focus on growth. With 10+ years of experience in executive assistance, customer support, compliance (KYC/AML), and operations, I bring a unique mix of administrative efficiency + customer-focused problem solving + risk awareness. I’ve worked with global teams (Australia, the US, and remote companies) delivering consistent results in fast-paced environments. 💼 What I Can Help You With Executive & Administrative Support: Inbox & calendar management (zero missed appointments) Travel planning (flights, accommodation, itineraries) Invoice preparation & data management (accurate, organized systems) Spreadsheet tracking & reporting Customer Support & Operations: Email, live chat & ticket support (high CSAT, fast resolution) Handling escalations with professionalism and empathy SLA-driven support across multiple platforms KYC / Compliance / Risk Management: Identity verification & account reviews (100% compliance accuracy) Fraud detection & escalation handling AML support & risk monitoring Responsible gaming & regulatory adherence Social Media & Content Support: Content calendar planning Graphics & video editing using Canva Pro & CapCut Pro Scheduling via Meta Business Suite & Instagram Project & Team Coordination: Project tracking, timelines & reporting Webinar moderation & virtual event support Training & onboarding support 📊 Key Results & Achievements 100% compliance accuracy in KYC verification & account reviews 98% first-contact resolution in technical & customer support Improved coordination efficiency by 25% through project tracking systems Increased debt recovery by 18% through customer-focused financial solutions Reduced repeat inquiries by 10% via proactive customer education Resolved 95% of escalations efficiently with strong client satisfaction 🧰 Tools & Platforms Canva Pro | CapCut Pro | Meta Business Suite | Instagram Scheduler CRM & Ticketing Systems | Spreadsheets (Excel/Google Sheets), Email & Chat Support Platforms

If you're looking for a Customer Support Specialist who goes beyond answering tickets and actively improves your customer experience and operations, you're in the right place. With 11+ years of experience in customer service, quality assurance, and operations support, I help businesses deliver outstanding customer experiences while building efficient processes behind the scenes. I have supported startups, e-commerce businesses, and growing companies by resolving customer concerns, improving workflows, maintaining CRM systems, and ensuring every customer interaction is handled with professionalism, empathy, and accuracy. As a Lean Six Sigma Yellow Belt Certified professional, I bring a process improvement mindset to every project. I don't just solve today's problems. I look for opportunities to reduce repetitive issues, improve efficiency, and create better customer experiences. Here's how I can support your business 💬 Customer Support Email Support Live Chat Support Customer Success Order Management Complaint Resolution Escalation Handling Customer Retention Technical Support 📊 Quality Assurance Ticket Quality Audits Support Performance Monitoring QA Scorecards Process Compliance Error Detection Documentation Review Feedback & Coaching Support ⚙️ Operations Support CRM Management SOP Documentation Workflow Improvement Data Entry & Data Validation Administrative Support Reporting Process Documentation 📈 Process Improvement Lean Six Sigma Principles Root Cause Analysis Workflow Optimization Continuous Improvement Quality Control Performance Monitoring Tools & Platforms ✔ Zendesk ✔ HubSpot CRM ✔ Gorgias ✔ Slack ✔ Microsoft Teams ✔ Google Workspace ✔ Microsoft Office ✔ Asana ✔ Trello ✔ Notion ✔ Airtable ✔ Jira ✔ Shopify Why clients enjoy working with me ⭐ 11+ years of Customer Service experience ⭐ Lean Six Sigma Yellow Belt Certified ⭐ Quality Assurance background ⭐ Strong written and verbal English communication ⭐ Detail-oriented and highly organized ⭐ Fast learner who adapts quickly to new systems ⭐ Reliable, proactive, and able to work independently ⭐ Focused on improving both customer satisfaction and operational efficiency One of my previous process improvement initiatives helped reduce reporting errors and contributed to approximately $336,000 in annual savings, demonstrating my commitment to efficiency and continuous improvement. Whether you need someone to manage customer support, improve your service quality, audit support interactions, or streamline operations, I'm committed to delivering reliable, high-quality results that help your business grow. Let's build an exceptional customer experience together.

I provide bilingual client service support with 18 years of experience in banking, financial services, and hospitality. My expertise encompasses complex transaction processing, SLA monitoring, and high-risk case review, ensuring operational accuracy in diverse environments. I possess strong analytical skills and excel in communicating effectively in both English and conversational Spanish. My background includes roles as a Bilingual Business Analyst and Client Support Specialist, where I successfully managed client needs and escalations. I am adept at developing strategies that enhance customer satisfaction and streamline processes. If you need a professional who can deliver high-quality support and clear communication in a bilingual setting, let's discuss how I can contribute to your project.

A results-oriented virtual assistant with 10+ years of experience delivering exceptional support across diverse industries. From providing top-tier customer service and technical assistance to streamlining operations and managing data for eCommerce and BPO companies, I bring a unique blend of people skills and analytical capabilities. I'm passionate about helping clients achieve their goals by providing efficient, accurate, and proactive support. My expertise includes: -Customer Support: Managing customer inquiries, resolving order-related issues (shipping, tracking, returns), and providing excellent customer service via email and other channels. -eCommerce Operations: Order processing, supplier communication, and fulfillment coordination (with experience managing my own eCommerce businesses). -Data Management & Reporting: Maintaining accurate records, Data entry, database maintenance, reporting (Excel, Google Sheets, Microsoft office, DOMO), and process improvement. I'm dedicated to providing accurate, timely, and reliable support, and I'm eager to help businesses optimize their operations and achieve their objectives.

I bring a strong background in BPO operations, customer support, and performance analysis, with hands-on experience supporting global teams in both telecommunications, tech and eCommerce industries. I started my career as a Chat Support Representative for US-based telecommunications companies, where I handled customer inquiries, troubleshooting, and upselling. I then transitioned into a home-based role with an eCommerce company, supporting customers via email and chat. Over time, I progressed into an Escalation Expert (Loyalty Specialist), handling complex cases, resolving high-impact issues, and managing customer feedback. I was later entrusted with leadership responsibilities as a Seasonal Supervisor, and also served as a Subject Matter Expert (SME) - supporting agents and team leads by providing case guidance, tracking performance metrics (attendance, quality, AHT), and facilitating training sessions. Due to my strong performance and deep operational knowledge, I was selected as a BPO Support Analyst, where I worked closely with global contact center partners. In this role, I monitored performance trends, identified escalation drivers, and provided actionable insights to improve customer experience and operational efficiency. I’m detail-oriented, reliable, and comfortable working in fast-paced environments. I take pride in delivering accurate, timely support while contributing to continuous improvement across teams.