Brianna Lasiter
Duvall,WA
Summary
Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.
Overview
13
13
years of professional experience
Work History
On Duty TSR
Costco Service Desk
09.2024 - Current
- Assists fellow TSRs by answering questions and addressing concerns they may have on their calls or chats
- Identifying and monitoring call trends including any major P1 or P2 incidents
- Assists Supervisor/Management teams with creating IT News, Knowledge Articles and other duties assigned
- Performs Item Recalls as needed and calls locations back for updates
- Communicates with second level teams on behalf of TSRs to follow-up on incidents on behalf of locations
Technical Service Representative
Costco Service Desk
08.2021 - Current
- Provides first level technical support to all employees and contractors of Costco Wholesale
- Diagnoses, troubleshoots and resolves reported technical issues regarding most of Costco’s technology, hardware, software, operating systems, tools, etc, using the Knowledge Base and multitude of available tools in a timely manner
- Addresses and escalates low and high priority incidents to second level teams when required promptly and thoroughly
- Tracks incident & call queue trends
- Provides input and publishes articles for the Knowledge Base
- Has completed all required silos , along with Point of Sales, Hardware, Software, and CECE silos
- Participated in New Hire Buddy Meetings
- Trained new hires by job shadowing me while taking calls
- Worked on Windows 11 Knowledge Base project handling 760+ Knowledge Articles that are relevant to the subject and updating current articles with Windows 11 troubleshooting steps and verbiage
- ECC Chat Agent
- Assisting Costco employees and contractors online by answering questions that would assist with troubleshooting reported issues
- Provides direct links to resources and applicable forms to end users
- Directs end users to call into the Service Desk for involved troubleshooting cases
- Creates and escalates service tickets on behalf of end users
- Manages Service Desk Email inbox, as well as providing assistance and escalating self service tickets sent to ECC inbox
Cruise Supervisor in Training
Costco Travel
04.2018 - 11.2018
- Provides encouragement, coaching, and support to agents
- Develops and maintains a positive team atmosphere through open communication with agents as well as all management teams
- Assists with agent questions on and off of the supervisor line
- Handles escalated calls and situations presented by agents and/or members
- Resolves member service issues by providing appropriate resolutions to escalated members by working with all supervisor and management teams
- Answers technical questions and seeks out answers relating to all destinations and cruise lines offered
- Assists with resolving issues with agent’s hardware (i.e computers, programs, mouse, keyboards, etc.)
- Other duties assigned
Member Services Department
Costco Travel
04.2015 - 04.2018
- Correspond with members to provide positive member service resolutions
- Communicate with our vendors as well as our Buying Team in order to seek positive and mutual resolutions for our members
- Assist members during travel through trip delays, interruption during travel
- Process requests for refunds and/or compensation for both pre and post travel
- Fraud investigation analysis in regards to representing Costco Travel in chargeback and dispute cases with major credit card companies
Temporary Inventory Control Specialist
Costco Corporate (Northwest Regional Office)
10.2015 - 01.2016
- Competitive rate shopping
- Completing D&D reports
- Communicating effectively with the vendors and the warehouses in the NW region in order to coordinate shipments and maintain inventory control
- Schedule demos
- Maintaining inventory control over assigned items
- Reporting any inventory issues regarding inventory shortages to our Buyers
- Scheduling emergency deliveries to the warehouses and the dry depots when necessary
- Ordering inventory from the vendors and coordinating direct deliveries to the warehouses for certain items
- Forecasting for future sales and lifted holiday sales, and other duties assigned
- Worked in Department 19 (Deli) and Department 16 (Liquor & Wine)
Cruise Chat Agent
Costco Travel
11.2014 - 04.2015
- Assists Members online by answering questions that would assist with the online booking process
- Assists Members by answering general questions about cruising
- Assists with minor issues with existing reservations
Cruise Reservation Agent
Costco Travel
01.2013 - 04.2015
- Assisting Costco Members with all aspects of booking travel
- Managed complex travel reservations for Members, ensuring accuracy and timely processing
- Assisted Members with itinerary adjustments, providing personalized service and support
- Sold Specialty Cruise products
Education
High School Diploma -
Kentwood High School/ GRCC Running Start Program
06-2010
Skills
- Customer service and problem-solving expertise
- Friendly, positive attitude
- Teamwork and collaboration
- Attention to detail
- Flexible and adaptable
- Time management
- Multitasking Abilities
- Excellent communication
- Critical thinking
- Computer skills
- Organizational skills
Timeline
On Duty TSR
Costco Service Desk
09.2024 - Current
Technical Service Representative
Costco Service Desk
08.2021 - Current
Cruise Supervisor in Training
Costco Travel
04.2018 - 11.2018
Temporary Inventory Control Specialist
Costco Corporate (Northwest Regional Office)
10.2015 - 01.2016
Member Services Department
Costco Travel
04.2015 - 04.2018
Cruise Chat Agent
Costco Travel
11.2014 - 04.2015
Cruise Reservation Agent
Costco Travel
01.2013 - 04.2015
High School Diploma -
Kentwood High School/ GRCC Running Start Program