NICOLLE SAMPAIO
COMPLIANCE AND CUSTOMER SUPPORT
Results-driven Customer Support Specialist with expertise in high-volume service environments, bilingual in
English and Spanish. Skilled in troubleshooting, conflict resolution, and delivering exceptional user
experiences. Proven ability to manage sensitive data, support compliance processes, and adapt quickly to
diverse customer needs.
TECHNICAL SKILLS
Tools: Onfido, SQL, GitLab, Jira, Zendesk, AWS, Microsoft Office, Google Workspace, Notion, Slack,
Microsoft Teams
Core Competencies: KYC/AML compliance, fraud prevention, regulatory reporting, risk assessment, due
diligence, jurisdictional game testing, process improvement
PROFESSIONAL EXPERIENCE
Evolution – Compliance Specialist
San José, Costa Rica | 2024 – May 2025
Evaluate RNG-based online games, systems, and features to ensure adherence to regulatory
requirements in Latin America.
Serve as subject matter expert for multiple jurisdictions, advising on technical and compliance
needs.
Collaborate with certification labs and regulatory bodies to obtain approvals and resolve
compliance issues efficiently.
Review and verify mathematical accuracy of game mechanics to align with jurisdictional standards.
Document and track issues in JIRA, ensuring clear, actionable information for engineering teams.
Initiated process improvements that reduced compliance review time.
Sendwave – KYC Support Specialist
Remote | 2022 – 2024
Delivered high-quality customer support via inbound and outbound calls, ensuring quick and
effective resolution of issues in both English and Spanish.
Identified patterns in customer feedback and provided actionable recommendations to improve
service quality and operational efficiency.
Maintained accurate case records and followed up to ensure customer satisfaction and problem
resolution.
Collaborated with cross-functional teams to address escalated issues and enhance the overall user
experience.
Adhered to performance targets in a high-volume, fast-paced environment while maintaining
empathy and professionalism.
Utilized strong problem-solving skills to troubleshoot technical and account-related issues, ensuring
secure and compliant transactions.
Integrity Advocate – Proctoring & Compliance Support Specialist
Remote | 2021 – 2023
Delivered secure online exam proctoring and identity verification for academic and corporate clients.
Oversaw live and recorded testing sessions, flagging irregular behavior and policy breaches.
Prepared detailed compliance reports and submitted findings to clients in a timely manner.
Recommended process enhancements that improved violation detection accuracy.
Provided excellent customer service to candidates and administrators, ensuring smooth test
experiences.
LANGUAGES
• English – C1
• Spanish – C2
• Japanese – N3
EDUCATION
CodeCamp - Data Analyst with Python 2024 - In Progress
Liceo de Escazu - High School Diploma-
KEY STRENGTHS
Strong written and verbal communication
Fast learner with adaptability to new systems and processes
Collaborative team player with independent work capability
High attention to detail and analytical mindset
