Zaida Cupido

Motivated and detail-oriented professional with experience in customer service, sales, quality analysis, and technical support. I take pride in delivering excellent service, ensuring process compliance, and supporting team performance. I am eager to continue growing within a dynamic organization where I can apply my communication, problem-solving, and analytical skills to contribute to the company's success.

Quality Senior Analyst - Concentrix (Webhelp)

(2022-09)

• Conduct quality evaluations and performance reporting for the team to ensure adherence to company standards.
• Review and verify Team Leader evaluations, ensuring accuracy and consistency.
• Manage and maintain up-to-date performance data and handle evaluation, disputes and complaints.
• Deliver quality briefs to ensure advisors comply with business standards, processes, and procedures.
• Provide ongoing support to teams and assist in implementing action plans to drive performance improvement.

Advisor - Concentrix (Webhelp)

(2020-10 - 2022-09)

• Initially worked in the Online Department for 4 months, handling customer exchanges, refunds, order tracking, and complaint resolution.
• Transitioned to the Technical Department, providing troubleshooting and support for electronic devices such as laptops, headphones, TVs, and tablets.
• Developed strong customer service and problem-solving skills while ensuring a high level of client satisfaction.

Sales Advisor / Confirmation Advisor - Sell Direct Marketing

(2018-03 - 2020-10)

• Worked as a Sales Advisor for six months, conducting outbound calls to promote and sell Telkom contracts to customers.
• Consistently met sales targets while maintaining a high standard of customer service and professionalism.
• Promoted to the Back Office as a Confirmation Advisor, responsible for verifying the legitimacy and accuracy of completed sales.
• Contact customers to confirm orders, arrange deliveries, and ensure product routing to the correct drivers and addresses.
• Maintained strong attention to detail and accuracy in all verification and logistics coordination tasks.

Qualification - Culinary Studies - International Hotel School

Matric