Bel María Quesada

Implemented effective communication strategies with clients and suppliers to ensure correct management of orders and returns in the fashion industry; developed detailed reports on claims and logistics operations to identify areas for improvement and support strategic decision-making; trained the customer service team in specific protocols for managing logistics incidents, increasing operational efficiency; analyzed claims trends and suggested improvements in logistics processes that led to a significant reduction in recurring incidents.

Detection and analysis of suspicious activities in customer orders and accounts; manual and automated transaction verification using internal tools and anti-fraud systems; collaboration with customer service, payment, and security teams to block fraudulent operations; investigation of fraud patterns and reporting to legal or security departments; management of fraud-related claims and resolution with affected customers.

Multichannel support (email, chat, and/or phone) for customers from different countries; complaint management ensuring customer satisfaction and adherence to brand standards; collaboration with logistics, finance, and fraud teams to resolve complex cases; tracked and followed up on cases using CRM and databases.