Laurent Charles

Customer-focused Operations & Compliance professional with 20+ years of experience across customer support, product operations, risk-related processes and global technology environments. Experienced in KYC/AML support, account investigations, data validation, ticket operations and cross-functional problem solving.

Former

Skype/Microsoft operations professional with fintech and Web3 experience, using AI tools to improve productivity and decision-making.

Customer Support & Product Operations Manager at Visionary Bridge Ltd (2021-01 – 2026-06)

• Handled high-volume customer inquiries through email and live chat using Freshdesk, investigating account activity, deposits and KYC/AML issues.
• Reviewed user data and account behavior to identify potential risks and non-compliant activity.
• Validated datasets and performed Excel/Google Sheets accuracy checks supporting KYC/AML processes and regulatory reporting.
• Partnered with engineering, accounting and leadership to resolve compliance issues and implement corrective actions.
• Managed end-to-end ticket workflows and coordinated cryptocurrency deposit processes with accounting teams.

Background Screening Researcher at HireRight (2017-02 – 2020-09)

• Conducted global employment and education verifications with a strong focus on accuracy and compliance.
• Liaised with HR contacts, candidates and institutions worldwide to resolve discrepancies and deliver reliable reports.
• Managed multiple concurrent investigations in a fast-paced environment while maintaining high attention to detail.

Product Support Lead at Skype (Microsoft) (2012-08 – 2017-01)

• Designed and executed support strategies for major product launches, including risk assessment and operational readiness.
• Worked closely with Product Managers and Operations teams to identify and mitigate potential issues.
• Supported training, content creation and user feedback loops to improve customer experience.

Chat Support Supervisor at Skype (2010-04 – 2012-07)

• Supervised live chat support teams, including shift planning and performance management.
• Developed training processes and supported vendor onboarding to maintain service quality.

Customer Service Specialist at Skype (2008-10 – 2010-03)

• Provided email support for billing, service and technical issues.
• Managed executive escalations and contributed to special projects requiring sound judgment and clear communication.

Reservation Sales Specialist at Hilton HRCC (2005-09 – 2008-10)

• Managed personalized reservations and resolved complex customer complaints.
• Acted as a guest satisfaction advocate, maintaining high service standards.

Bachelor in Psychology & Human Behavior – Université Paris Nord – Paris 13 (1998 – 2001)

Courses in Radio Production & Voice Expression – Studio École de France (1997 – 1998)

BEP in Accounting and Sales – Lycée Professionnel Turgot (1993 – 1997)