Zoraida Salud

I started my career in 2014 as a sales associate at a well-known bookstore in my city. After 3 mos. I was promoted to supply head and was in charge of overseeing inventory and procurement management and maintaining relationships with suppliers.

In 2016, I joined a start-up automotive company as an accounting and human resources clerk. My role involves assisting in financial record-keeping, including data entry, reconciling accounts, and processing invoices.

Before the end of 2016, I joined the contact center industry and worked for a US-based transportation account for 6.9 years. I started as a customer service representative for general inquiries and was upskilled to be a fraud analyst until I was promoted to team manager.

My primary responsibility was to assist customers through written communication channels, such as Outlook and Zendesk, and address inquiries, resolve issues, and provide exceptional service while adhering to company guidelines.

The job requires me to analyze data, patterns, and transactions to detect potential fraud risks. To mitigate risks, I need to develop and implement fraud detection strategies, investigate suspicious activities, and collaborate with other departments for the best course of action. It was also my job to supervise and lead a team, provide guidance and coaching, monitor performance metrics, schedule meetings, and collaborate with clients.

After my journey in the contact center in March 2023, I landed a project-based job as a quality analyst for an e-commerce platform with an Australian Client. My task was to classify products accurately by analyzing their attributes, specifications, and characteristics and assigning them to the appropriate categories and subcategories within the system. I help execute a robust strategy for product matching, utilizing data analytics, algorithms, and machine learning techniques to identify similar products based on various attributes. I also monitor and analyze the performance of matched products, providing insights and recommendations for enhancements to drive user engagement and conversion rates.

In my years of experience in administrative support and customer service, I pride myself on being on top of my tasks all the time. My hard work, integrity, organizational skills, and ability to adapt to diverse needs and challenges made it possible for me to complete tasks ahead of time without compromising their quality.

But beyond skills, I bring dedication and a proactive mindset. Your goals are my goals, and I'm committed to delivering exceptional support.