Martha Salazar is a dentist and fraud analyst living in Spring, Texas. She received her Doctor of Dental Medicine degree from Universidad San Martin in Bogotá, Colombia in 1987. She has over 10 years of experience in customer service and bilingual call centers, currently working as a Fraud Analyst II at Bank of America. She also has management experience, having owned her own dental clinic and worked as a store manager. She is fluent in both English and Spanish.

1. Martha Salazar
D.M.D.
21806 Morgan Park Lane
Spring, Texas 77388
(214) 729-6635
Email: piedad817@gmail.com
EDUCATION_____________________________________________________________________________________
UNIVERSIDAD SAN MARTIN
Bachelors Degree as a Doctor in Dental Medicine Bogotá, Colombia 1987
PROFESSIONAL HIGHLIGHTS_____________________________________________________________________
 Accepted and graduated from the STEP (Skill Training for Evolving Professionals) leadership and management
program at General Electric Company.
 Ten years of experience in professional customer service within a bilingual call center. More than 120 in-bound
excellent quality calls assisted per day.
 Collaborated with fellow manager trainees to create strategies to improve statistical data techniques that measured
and analyzed the employees’ performance to address the required call service levels.
 Started up a dental private clinic as a sole proprietor-dentist. Managed and controlled all business operations for a
busy dental practice.
SKILLS__________________________________________________________________________________________
 Customer Service Skills
o Fraud detection, lost prevention, and authorizations.
o Customer authentication through management of high volume of computerized confidential information
available through multiple applications and the Internet.
o Transaction review.
 Software Skills
o Microsoft Products and multiple applications related to fraud, financial customer service, and billing.
 Languages
o Fluent in Spanish and English (Speaking, reading, and writing)
OCCUPATIONALEXPERIENCE____________________________________________________________________
BANK OF AMERICA Fort Worth, Texas 2014 - Present
Fraud Analyst II
 Fraud detection and prevention. Account maintenance and claim initiation
 Transaction validation and fraud servicing.
 Customer validation through public records. Customer education.
 Peer training and team member support.
 Account problem solving and confidential information handling.
 Spanish translations and communication improvement.
GENERAL ELECTRIC CAPITAL RETAIL BANK Frisco, Texas 2007 to September 2013
Customer Service ManagerGraduate
 Trained employees about changes in polices and processes aligning new business needs.
 Consistently met performance metrics and customer centricity goals.
 Maintained accuracy of information and compliance with the state and federalregulations and laws.
J&D ACCESSORIES Dallas, Texas 2001-2006
Store Manager

2.  Five years of experience as a sales manager for a wholesale manufacturer of car accessories, that supplied several
retail businesses within the industry.
 Implemented software for inventory management that reduced the order’s waiting time by 50%, streamlined the
merchandise flow by 40%, and increased revenue by 60%.
 Improved profits as a result of the combined strategies to optimize the store operations.
LOS BARRIOS UNIDOS COMMUNITYCLINIC Dallas, Texas 2006-2007
Multifunctional Health Coordinator
 Provided support with the appointment scheduling process by phone, multitasking and front desk responsibilities.
 Practiced patient information management and confidentiality requirements in compliance with HIPAA.
REFERENCES_______________________________________________________________________
Edwin Sosa
Current Manager at Bank of America
Phone number: (817) 359 - 4827
Salvador Valadez
Direct Customer Service Manager - General Electric
Phone Number: (915) 355-9237
Rudy Garza
Direct Customer Service Manager - General Electric
Phone Number: (972) 334-1595