Diza Salazar
Affiliates And Partnerships Support Lead
Pulupandan
Summary
Versatile Support Specialist skilled handling data, technical issues and personnel support tasks in distributed environment. Self-motivated and attentive with good interpersonal and problem-solving abilities. 14 Years of experience in diverse industries.
Overview
15
15
years of professional experience
19
19
years of post-secondary education
Work History
Affiliates and Partnerships Support Lead
Boom
04.2024 - Current
- Proactively identified potential product flaws through pattern analysis of recurring customer issues.
- Developed and maintained relationships with key clients, ensuring long-term customer loyalty.
- Provided feedback to product development and engineering teams on key stakeholders needs and issues for enhancements.
- Collaborated closely with senior management to align project objectives with strategic company initiatives, ensuring that efforts contributed to overall business growth.
- Enhanced customer engagement with targeted email marketing campaigns and personalized content.
- Developed targeted email marketing campaigns for lead generation and increased conversion rates.
- Managed relationships with vendors and partners, ensuring deliverables met quality standards within budget constraints.
- Led and represented organization in weekly affiliate onboarding
Verifications and Fraud Lead
Boom
03.2023 - 04.2024
- Enhanced efficiency of fraud detection processes by refining risk parameters and thresholds.
- Evaluated customer data to identify and prevent fraudulent activities.
- Delivered timely and accurate reporting on fraud trends, dispute volumes, and associated financial impacts to senior management.
- Strengthened internal controls by recommending policy updates based on observed patterns and vulnerabilities.
- Streamlined dispute resolution processes for improved customer satisfaction and timely resolutions.
Administrative Lead – Independent Contractor
Bruntwork – Remote (Pacific Debt Inc.)
01.2022 - 03.2023
- Assists in Client Program Specialist Intro Call process and ensures that proper follow-up measures are taken place
- Aids in developing & coordinating procedures as well as providing administrative support to maintain an effective workflow that allows for high level customer service across teams
- Monitors completion of Client Support requests
- Facilitates communication between Program Specialists and Clients by generating appropriate reports and assigning check-ins to team accordingly
- Maintain accurate and detailed records of customer interactions and transactions.
- Stay informed about company products, services, and policies to effectively assist customers.
Operations Manager
iQor Philippines
01.2021 - 01.2022
- Exceeded team goals by partnering with staff to share and implement customer service initiatives
- Analyzed strategic, core and support processes to recommend improvements
- Cultivated and strengthened relationships with customers, vendors and internal stakeholders
- Lead team huddles and focus group discussions
Operations Supervisor
iQor Philippines, Transcom, Teleperformance
01.2015 - 01.2021
- Oversee 15-20 agents to ensure quality customer experience is provided in accordance with company and client mandated protocols
- Ensure client and corporate service, quality and contribution goals, financial, metric and associate satisfaction goals through agent coaching and support
- Handle Queue management tasks to ensure that man power promised is delivered in line with line adherence requirements
- Take over escalated calls.
Quality Assurance Analyst
Teleperformance Philippines
01.2013 - 01.2015
- Interpret and implement quality assurance standards
- Deep dive analytical data to provide process updates to operations
- Identify training needs and organize training interventions to meet quality standards
- Flag possible fraudulent behaviors to operations.
Technical Support Representative
Teleperformance Philippines
06.2009 - 08.2013
- Consistently cleared service tickets, effectively managing time and average handling time
- Handled incoming calls and directed to relevant departments using multichannel switchboards
- Answered calls with positivity and enthusiasm, delivering warm, friendly customer care.
Education
Bachelor of Arts: English -
Bago City College
Bago City, Philippines 06.2005 - Current
Skills
Service Level Agreement Management
Team Management
Escalation Handling
Feedback Management
Customer Relationship Management
Trend Analysis
Project Coordination
Tracking and Documentation
Strategic Planning
Cross-Functional Teamwork
Verbal and written communication
Complex Problem-Solving
Timeline
Affiliates and Partnerships Support Lead
Boom
04.2024 - Current
Verifications and Fraud Lead
Boom
03.2023 - 04.2024
Administrative Lead – Independent Contractor
Bruntwork – Remote (Pacific Debt Inc.)
01.2022 - 03.2023
Operations Manager
iQor Philippines
01.2021 - 01.2022
Operations Supervisor
iQor Philippines, Transcom, Teleperformance
01.2015 - 01.2021
Quality Assurance Analyst
Teleperformance Philippines
01.2013 - 01.2015
Technical Support Representative
Teleperformance Philippines
06.2009 - 08.2013
Bachelor of Arts: English -
Bago City College
06.2005 - Current
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