Jolan A.

Fraud and Compliance Analyst | 8+ Years in Compliance

I help organizations turn complex, high-pressure customer and compliance issues into clear, accurate resolutions — built on 8+ years of experience across Upwork, Wells Fargo, Capital One, and HSBC. My background spans customer support, fraud investigation, AML/KYC compliance, and escalation management. I'm comfortable handling high volumes of cases without losing accuracy, communicating clearly with both technical and non-technical users, and working independently in fully remote environments. What I bring: • Strong written and verbal English communication • Daily, hands-on Zendesk experience • Patience and clarity when explaining processes to users with varying levels of technical confidence • Proven ability to prioritize, document, and follow through on cases until full resolution • A calm, solution-focused approach to escalations and difficult conversations I'm currently exploring remote customer support, operations, and compliance-focused roles, ideally with international or US/UK/EU-based teams.