Open to opportunities

Katiria Mercado

@katiriamercado

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Customer service analyst with 15+ years specializing in fraud, trust & safety and escalation resolution.

United States

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What I'm looking for

I seek a role focused on fraud, trust & safety or escalation resolution where I can apply investigative skills, collaborate cross-functionally, and grow into leadership.

I am an experienced analyst with over 15 years in customer service, focused on delivering high-quality experiences through strong communication and problem-solving. I bring agility, initiative, and resilience to every role.

At Walmart US I work as a Spark Driver Investigator in Fraud, Trust & Safety, detecting fraudulent documents and behaviors while collaborating with legal, compliance, and senior management. I began there as an account resolution agent handling BTS, phone, email, chat, and fraud detection.

As owner of Canine Concierge Transport LLC I operated a local pet-transport service, coordinating vet, groomer, daycare, and nanny transport services and offering complimentary services to veterans. I also partnered with breeders to provide ground and flight nanny services.

My background includes schedule management in home health care—dispatching emergency in-home care, hospice, and patient transport—and freelance marketing work optimizing social media and web content for small businesses. I continuously expand my skills through IT career exploration and AI coursework.

Experience

Work history, roles, and key accomplishments

Current

Spark Driver Investigator

Current

Walmart US

Jun 2023 - Present (2 years 5 months)

Detect fraudulent documents, CCTV, and behaviors in driver accounts for Fraud, Trust & Safety, collaborating with legal, compliance, and senior management to reduce fraudulent activity and protect platform integrity.

Fraud Detection Trust & Safety Email Support Live Chat Phone Support Escalation Management

Owner & Transporter

Canine Concierge Transport LLC

Jul 2022 - Sep 2023 (1 year 2 months)

Operated a pet transport service providing local and nationwide ground and flight nanny services, offering free rides to veterans and coordinating with breeders, vets, and groomers to ensure safe timely transport.

Business Operations Client Relations Logistics Customer Service Scheduling Animal Handling Transportation

Freelance Marketer

Freelance

Aug 2021 - Jan 2022 (5 months)

Provided social media and web content optimization for local small businesses, improving online visibility and engagement through targeted content and optimization strategies.

Social Media Management Copywriting Client Communication Analytics Campaign Planning

Schedule Manager

Home Instead Senior Care

May 2019 - Aug 2019 (3 months)

Collaborated with agencies, hospitals, and medical staff to dispatch emergency in-home care, hospice, and patient transport while building and managing home health care schedules and handling after-hours emergency calls.