Summary
Overview
Work History
Education
Skills
Languages
Timeline
BusinessAnalyst
Kasandra Villanueva

Kasandra Villanueva

Wichita,KS

Summary

At Bimmer Plug, I handled all disputes and fraudulent cases, worked with customers, provided satisfaction and helped resolve issues, helped develop business-to-business relationships, and grew connections within the automotive industry.

Overview

2
2
years of professional experience

Work History

B2B Sales Representative

Bimmer Plug
12.2022 - 06.2024
  • Increased sales revenue by developing and maintaining strong relationships with key clients.
  • Enhanced product knowledge by attending industry events, conducting research, and participating in ongoing training programs.
  • Worked closely with internal support teams to resolve any client issues or concerns quickly and effectively.
  • Generated leads through cold calling, email campaigns, and social media marketing initiatives.
  • Consistently met or exceeded monthly performance metrics such as call volume, pipeline generation, and closed deals.
  • Boosted client retention rates by fostering strong relationships and addressing concerns promptly.
  • Negotiated contracts for better pricing and terms, resulting in improved profit margins.
  • Implemented effective sales strategies to achieve consistent growth in competitive markets.
  • Expanded market share with strategic networking and targeted outreach efforts.
  • Analyzed competitor offerings to identify unique selling points and remain competitive within the market.
  • Built relationships with customers and community to promote long term business growth.

Dispute and Fraud Analyst

Bimmer Plug
10.2022 - 06.2024
  • Reduced instances of fraud by implementing comprehensive monitoring and reporting systems.
  • Challenged fraudulent cases
  • Downloaded evidence and documents and uploaded in PDF Form
  • Analyzed I.P addresses
  • Worked with Chase payment tech, Shopify, Afterpay, Klarna, Affirm to challenge disputes
  • Used preventative measures to determine accuracy of disputes
  • Wrote responses to provide to the Bank
  • Reduced chargeback rates within the company
  • Completed over 1000 disputes within a two month time frame
  • Analyzed all disputes precisely
  • Familiar with using fraud analysis indicators
  • Conducted in-depth investigations into complex cases, leading to successful recovery of lost funds.
  • Demonstrated commitment to continuous learning by attending industry conferences, participating in professional associations, and staying abreast of emerging best practices in the field of fraud prevention and dispute resolution.
  • Streamlined dispute resolution processes for improved customer satisfaction and timely resolutions.
  • Assisted clients with resolving disputes effectively, minimizing negative impact on their accounts and overall experience.

Customer Service Representative

Bimmer Plug
10.2022 - 06.2024
  • Handled customer inquiries and suggestions courteously and professionally.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Answered constant flow of customer calls with minimal wait times.
  • Updated account information to maintain customer records.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Developed customer service policies and procedures to meet and exceed industry service standards.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • Provided primary customer support to internal and external customers.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.

Education

Bachelor Of Business Information Systems - Information Technology

Wichita State University
Wichita, KS

Skills

  • Transaction monitoring
  • Investigation techniques
  • Dispute Resolution
  • Research abilities
  • Fraud prevention
  • Telephone and email etiquette
  • Verbal and written communication
  • Time Management
  • Microsoft Office
  • Increasing sales
  • Sales Presentations
  • Product Knowledge
  • Active Listening
  • Customer Service
  • Customer Relations
  • Problem Resolution
  • Conflict Resolution
  • Microsoft Excel

Languages

Spanish
Native or Bilingual
English
Native or Bilingual

Timeline

B2B Sales Representative

Bimmer Plug
12.2022 - 06.2024

Dispute and Fraud Analyst

Bimmer Plug
10.2022 - 06.2024

Customer Service Representative

Bimmer Plug
10.2022 - 06.2024

Bachelor Of Business Information Systems - Information Technology

Wichita State University

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Kasandra Villanueva