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Hi! I'm Bel María Quesada, a Fraud Prevention & Customer Service Analyst with a proven track record in protecting customers and optimizing operations in the fashion and e-commerce space. I combine data-driven analysis with strong communication to ensure accurate orders, secure transactions, and a smooth customer experience. I enjoy turning complex problems into practical solutions, training teams in robust processes, and collaborating across departments to drive continuous improvement and exceptional service.…Hi! I'm Bel María Quesada, a Fraud Prevention & Customer Service Analyst with a proven track record in protecting customers and optimizing operations in the fashion and e-commerce space. I combine data-driven analysis with strong communication to ensure accurate orders, secure transactions, and a smooth customer experience. I enjoy turning complex problems into practical solutions, training teams in robust processes, and collaborating across departments to drive continuous improvement and exceptional service.

Bel María Quesada

Content Producer, Content Strategist, Content Creator, +6

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Hi! I'm Bel María Quesada, a Fraud Prevention & Customer Service Analyst with a proven track record in protecting customers and optimizing operations in the fashion and e-commerce space. I combine data-driven analysis with strong communication to ensure accurate orders, secure transactions, and a smooth customer experience. I enjoy turning complex problems into practical solutions, training teams in robust processes, and collaborating across departments to drive continuous improvement and exceptional service.…Hi! I'm Bel María Quesada, a Fraud Prevention & Customer Service Analyst with a proven track record in protecting customers and optimizing operations in the fashion and e-commerce space. I combine data-driven analysis with strong communication to ensure accurate orders, secure transactions, and a smooth customer experience. I enjoy turning complex problems into practical solutions, training teams in robust processes, and collaborating across departments to drive continuous improvement and exceptional service.

Available to hire

Hi! I’m Bel María Quesada, a Fraud Prevention & Customer Service Analyst with a proven track record in protecting customers and optimizing operations in the fashion and e-commerce space. I combine data-driven analysis with strong communication to ensure accurate orders, secure transactions, and a smooth customer experience.

I enjoy turning complex problems into practical solutions, training teams in robust processes, and collaborating across departments to drive continuous improvement and exceptional service.

Skills

Experience Level

Expert

Expert

Expert

Expert

Expert

Expert

Expert

Expert

Expert

Expert

Expert

Expert

Intermediate

Language

English

Advanced

German

Advanced

Spanish; Castilian

Fluent

Work Experience

Fraud Prevention Analyst at Zalando

October 1, 2022 - November 1, 2023

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 of relevant cases to legal or security departments. Management of fraud-related claims and direct resolution with affected customers.

Customer Service Representative at Zalando

April 1, 2017 - September 1, 2022

Efficient resolution of issues related to orders, returns, payments, and deliveries. Multichannel support (email, chat, and/or phone) for customers from different countries. Complaint management ensuring customer satisfaction and adherence to brand standards. Collaboration with other departments (logistics, finance, fraud, etc.) to solve complex cases. Use of internal tools (CRM, databases, Salesforce, etc.) to track and follow up on cases.

Cabin Supervisor at Ryanair

September 1, 2015 - March 1, 2017

Supervision and coordination of cabin crew during national and international flights. Handling emergency situations and resolving in-flight conflicts. Ensuring compliance with safety and customer service protocols. Training and evaluation of new crew members.

Cabin Supervisor at Ryanair

April 1, 2017 - September 1, 2022

Supervised cabin crew during national and international flights; managed emergencies, ensured safety and customer service protocols, and trained new crew members.

Customer Service Representative at Zalando

October 1, 2022 - November 1, 2023

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.

Fraud Prevention Analyst at Zalando

November 1, 2023 - March 1, 2025

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.

Fraud Prevention & Customer Service Analyst at MIP HAI

June 1, 2025 - Present

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.