Jhonn Sebastián Chaparro Costumer Service Manager & Fraud Investigation

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L1 Global Operations Agent

OKX

Jan 2025 - May 2025 (5 months)

Handling diverse array cases pertaining to security and exchange operations • • Responsibilities encompassed account restrictions resulting from enhanced verification procedures. Managing blockchain deposits and withdrawals Updating security credentials for user accounts Investigating crypto-related fraud and scams in off-site platforms Adherence to internal protocols and standards to ensure the protection of user assets and information.
P2P L2 Specialist and Fraud Analyst

Binance

Oct 2022 - Jan 2025 (2 years 4 months)

Responsible for monitoring and investigating suspicious activities within the market, • conducting EDD processes on banking documents, and managing account freezes or unfreezes when necessary Handled complex case investigations in coordination with multiple internal departments, ensuring efficient resolution while strictly adhering to AML and KYC compliance protocols Promoted in Dec 2023 to L2 Complaints/Escalations Team, where I managed even more complex cases, delivering effective resolutions through strong problem-solving abilities and refined soft skills
Account Changes Specialist

Amazon

May 2022 - Oct 2022 (6 months)

• Managing cases and escalations, addressing highly complex issues, and ensuring adherence to privacy policies when handling sensitive customer information. • Implementing internal protocols to resolve operational issues, and providing solutions aimed at enhancing user satisfaction and service efficiency.

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Jhonn Sebastián Chaparro

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