Beate Bivins
Augusta
Summary
Possesses versatile skills in project management, problem-solving, and collaboration. Brings fresh perspective and strong commitment to quality and success. Recognized for adaptability and proactive approach in delivering effective solutions.
Overview
15
15
years of professional experience
Work History
Senior Resolution Coordinator / MRT
Walmart
04.2023 - Current
- Worked rapidly to assess and resolve situations to exceed performance requirements
- Pulled documentation to support customers' claims and proposed resolutions
- Researched and resolved order cancellation issues for long-term clients
- Adapted to rapid changes and used critical thinking abilities to deliver highest level of support to sales team
- Fielded inbound support calls of simple or complex nature and used expert knowledge to develop quick resolutions
- Maintained excellent call control to keep clients on-point and avoid unnecessary service delays
- Implemented established policies and procedures to resolve all inquiries made by Customers
- Authorized / denied refunds
- Researched accounts for possible Fraud or Returns abuse
- Escalating issues to the proper department
- Review Orders for Fraud: Examine each order to identify signs of fraudulent activity such as mismatched billing and shipping addresses, unusual purchase patterns, or suspicious payment methods.
- Escalate Certain Fraud Cases: When detecting a high-risk or complex fraud case, escalate the order to a supervisor or fraud specialist for further investigation.
- Review for Linking Orders: Check for patterns of linked fraudulent orders, such as multiple orders from the same IP address, email address, or similar shipping details.
- Chargeback Review: Monitor and review chargeback cases to detect potential fraud and identify any recurring fraud schemes associated with particular customers.
- Fraud Alerts: Pay attention to any automated or system-generated fraud alerts, investigating the flagged orders promptly.
- Deny Fraudulent Orders: If an order is confirmed to be fraudulent, deny the transaction to prevent financial loss or risk to the business.
- Release Non-Fraudulent Orders: If an order passes the fraud review and is deemed legitimate, release it for processing and shipment.
- Pay Close Attention to Details: Carefully scrutinize each order’s details, including customer behavior, shipping patterns, and payment methods, to identify inconsistencies that may indicate fraud.
- Look for Returns Abuse: Be vigilant for signs of return abuse, such as frequent returns from the same customer or returns of high-value items shortly after purchase.
Customer Service Specialist
Comcast
01.2023 - 04.2023
- Answered inbound calls to greet and assist customers with various needs and questions
- Directed phone calls to shorten service time and steer conversations towards targeted solutions
- Resolved customer inquiries, complaints, and issues providing insightful solutions
Customer Service Representative
LBrands
11.2020 - 01.2023
- Recommended products to customers, thoroughly explaining details
- Answered constant flow of customer calls with minimal wait times
- Offered advice and assistance to customers, paying attention to special needs or wants
- Investigated and resolved customer inquiries and complaints quickly
- Exhibited high energy and professionalism when dealing with clients and staff
- Managed timely and effective replacement of damaged or missing products
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions
- Participated in team meetings and training sessions to stay informed about product updates and changes
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly
Customer Service Representative
Sitel
01.2015 - 11.2020
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Managed between 40-60 calls per day
- Responded to customer requests for products, services and company information
- Provided information regarding charge accounts and loyalty programs
- Responded proactively and positively to rapid change
- Met customer call guidelines for service levels, handle time and productivity
- Followed-through on all critical inter-departmental escalations to increase customer retention rates
- Updated account information to maintain customer records
- Responded to customer requests, offering excellent support and tailored recommendations to address needs
Assistant Manager
Family Dollar
01.2010 - 05.2011
- Monitored security and handled incidents calmly
- Assessed job applications and made hiring recommendations to bring in top candidates for key vacancies
- Monitored cash intake and deposit records, increasing accuracy and reducing discrepancies
- Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences
- Defined clear targets and objectives and communicated to other team members
- Increased employee performance and job satisfaction to strengthen retention and engagement
- Helped with planning schedules and delegating assignments to meet coverage and service demands
Education
High School Diploma -
Wallburg Realschule
No Degree - Criminal Justice
Southeastern Community College
Skills
- Customer Data Confidentiality
- Building Customer Trust and Loyalty
- Upselling Products and Services
- Verbal and Written Communication
- Issue and Complaint Resolution
- De-escalation Techniques
- Teamwork
- Creative thinking
- Task prioritization
- Verbal communication
- Problem-solving
Languages
German
Native or Bilingual
Timeline
Senior Resolution Coordinator / MRT
Walmart
04.2023 - Current
Customer Service Specialist
Comcast
01.2023 - 04.2023
Customer Service Representative
LBrands
11.2020 - 01.2023
Customer Service Representative
Sitel
01.2015 - 11.2020
Assistant Manager
Family Dollar
01.2010 - 05.2011
No Degree - Criminal Justice
Southeastern Community College
High School Diploma -
Wallburg Realschule
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