Barcelona, Catalonia, Spain
With a strong background in customer onboarding, account management, and fraud prevention, I thrive in roles that require problem-solving, attention to detail, and customer-centric thinking. Currently working as a Customer Onboarding Manager at Qonto, I support new clients through the onboarding process, ensuring smooth account setup, compliance, and an efficient experience. Previously, I gained extensive experience in customer service, logistics, and B2B operations, working across fintech, banking, and gaming industries. My past roles have involved background checks, fraud investigations, quality assurance, and retention strategies, allowing me to develop a keen eye for risk assessment and customer engagement. I enjoy working in dynamic environments where I can help streamline processes, enhance customer experiences, and contribute to business growth. Always eager to improve and adapt, I’m passionate about the intersection of customer operations, compliance, and financial technology.
Responsible for KYC/KYB backline operations supporting Belgium and the Netherlands, handling complex escalations from frontline teams and ensuring accurate onboarding and financial crime decision-making. In addition to case handling, I focus on identifying operational inefficiencies and process gaps, contributing to continuous improvement across onboarding and financial crime workflows. I work closely with cross-functional teams to improve key KPIs such as conversion rates and lead times, and to strengthen overall process stability and consistency across markets. I also support the refinement of escalation workflows and contribute to initiatives aimed at improving tooling, decision-making efficiency, and frontline support.
Managed customer support and logistics operations for B2B clients, ensuring smooth processes and compliance with company standards. Specialized in fraud detection and quality assurance, maintaining high accuracy and efficiency. • Conducted background checks and investigated potential fraud cases • Performed quality assurance and data review for customer verifications • Provided professional customer support to maintain satisfaction and resolve issues efficiently
Provided inbound customer support for Belgium telecom clients, assisting with billing inquiries and recommending products to suit their needs. • Handled incoming calls related to billing and account issues • Recommended products and services based on customer needs • Explained new charges and account changes to customers
Assisted customers with banking inquiries, ensuring a smooth and efficient experience while meeting daily performance targets. • Explained account charges and transaction details to customers • Met daily targets to maintain service efficiency • Assisted with lost or stolen debit and credit card replacements
Provided customer support and retention services in Dutch and English for online gaming clients while ensuring compliance with industry regulations. • Assisted customers via chat, phone, and email • Monitored customer activity for regulatory compliance • Promoted loyalty through personalized bonus offers