Estephania Delgado

Compliance & Quality Assurance professional with 4+ years in high-risk financial services, specializing in KYC (Know Your Customer), EDD (Enhanced Due Diligence), and AML (Anti-Money Laundering) compliance. Proven track record refining fraud detection protocols, leading cross-functional teams, and designing corporate training systems and onboarding programs. Skilled in risk assessment, transaction monitoring, and instructional design.

Experienced in remote team management and virtual training delivery.

Bilingual

English (Advanced) / Spanish (native). Seeking remote opportunities in compliance, quality assurance, fraud prevention, or learning & development.

Senior Quality Analyst – Risk&Fraud at IGP WHITE LABEL CASINOS (2022-05 – Present)

High-risk / online gaming platform requiring strict KYC/AMLcompliance, fraud prevention, and regulatory adherence across multiple jurisdictions.

• Conducted KYC (Know Your Customer) and EDD (Enhanced Due Diligence) reviews for 10000+ high-risk accounts, ensuring 100% compliance with AML regulations.
• Performed risk assessments for flagged transactions, reducing financial crime exposure by 40% through enhanced monitoring protocols
• Evaluated transactions and player activity using fraud detection tools, identifying suspicious patterns and escalating high-risk cases to compliance officers
• Led and mentored a team of 10 KYC agents, achieving 90% quality audit scores and improving team productivity by 25% through structured coaching and performance feedback
• Designed instructional materials and facilitated corporate training programs on KYC/AML procedures, fraud detection, and compliance standards for +10 hires
• Managed operations and quality assurance: monitored job performance, ensured compliance with quality standards, and drove continuous improvement initiatives across the team
• Refined internal fraud detection protocols by integrating advanced analysis tools and conducting thorough reviews of high-risk accounts, enhancing overall compliance posture

Senior Customer Support – International E-commerce at TIENDANUBE (2021-04 – 2022-01)

Latin American e-commerce platform serving 100,000+ merchants across 8 countries, requiring multilingual support fraud prevention, and regulatory adherence across multiple jurisdictions.

• Resolved complex technical and operational issues for 100+ e-commerce merchants monthly, maintaining 92% customer satisfaction score and 85% first-contact resolution rate
• Managed international payment processing and control, handling cross-border transactions in USD, EUR, and LATAM currencies with zero payment discrepancies
• Delivered first-level customer support via email, chat, and phone in English and Spanish, handling 50+ tickets daily with consistent quality
• Oversaw e-commerce store management including product listings, inventory updates, and promotional campaigns for enterprise clients
• Managed social media accounts and community engagement for 15+ merchant brands, increasing follower engagement by 30% through targeted content strategies
• Provided specialized recommendations in social media marketing and digital advertising, helping merchants optimize ad spend and improve ROI by 20%