Каріна

KARINA SHULANDT
CUSTOMER SUPPORT SPECIALIST | FINTECH |
KYC & COMPLIANCE SUPPORT

CONTACT Phone: [open contact info](look above in the "contact info" section) Linkedin
Email: [open contact info](look above in the "contact info" section) Telegram: @kshulandt
Location: Spain

SUMMARY

Customer Support Specialist with over 3 years of experience in the fintech industry, providing
customer support, conducting KYC verification, preparing documentation for AML compliance
reviews, and maintaining accurate customer records. Experienced in resolving customer issues,
supporting transaction verification, and collaborating with internal teams to ensure compliance with
company policies and service standards. Skilled at managing high volumes of customer requests
while delivering professional, efficient, and customer-focused support.

WORK EXPERIENCE

Customer Support Specialist (Fintax LLC) January 2023 – March 2026

Provided customer support via email and live chat, assisting customers with account-related
issues, verification requests, transactions, and general inquiries.
Managed a high volume of customer requests while consistently meeting internal SLA targets
and delivering high-quality customer support.
Performed KYC verification and prepared customer documentation for AML compliance reviews
in accordance with internal procedures.
Reviewed customer information and approved transactions following established compliance
requirements.
Investigated customer issues, identified root causes, and collaborated with internal
departments to ensure timely resolution.
Maintained accurate customer records, managed support cases, and tracked customer
interactions using Venus CRMand Microsoft Excel.
Documented customer communications and maintained detailed case histories to support
operational accuracy.
Assisted with onboarding and training new Customer Support Specialists on internal processes
and customer service standards.
Ensured compliance with internal policies while providing professional and customer-focused
support.
Conducting video calls as a part of KYC verification

CORE COMPETENCIES

Customer Support & Operations

• Email & live chat support
• Customer account management
• Customer identity verification via video calls
• Case documentation and issue resolution

KYC & Compliance

• KYC verification
• AML documentation preparation
• Compliance procedures
• Transaction verification and approval

CRM & Documentation

• Venus CRM
• Customer records management
• Case tracking
• Documentation management

Tools

• Microsoft Excel (data management, reporting, filtering)
• Microsoft Office

EDUCATION

Bachelor of Journalism
National University of Life and Environmental Sciences of Ukraine
Kyiv, Ukraine
2020 – 2024