Raina Bertley
PHOENIX,AZ
Summary
Customer service professional with deep understanding of customer needs and commitment to delivering high-quality support. Proven ability to improve customer satisfaction through effective problem resolution and proactive communication. Known for strong collaboration skills, reliability, and adaptability in dynamic situations.
Overview
5
5
years of professional experience
Work History
Customer Experience Specialist
U.S. Bank
Phoenix, AZ
08.2025 - Current
- Delivered exceptional customer service by addressing telephone and email inquiries and resolving issues effectively.
- Liaised with customers and U.S. Bank departments to resolve complex customer and technology issues, ensuring timely solutions.
- Researched and resolved complex issues, including fraud support and internet operations, improving customer satisfaction.
- Gained thorough knowledge of products, services, rates, terms, fees, applicable regulations, systems, and procedures.
Donor Outreach Coordinator
Vitalant
Phoenix, AZ
10.2023 - 08.2025
- Enhanced donor experience through exceptional customer service, inspiring donors to realize life-transforming potential.
- Retained donors by booking quality donation appointments, resolving customer service issues, and cultivating a customer service-friendly culture.
- Revamped donor experience with innovative messaging while maintaining integrity of donor profiles, including demographics, deferral information, and accurate coding.
- Engaged with donors by providing information on donation processes, appointment specifics, and blood needs, while addressing scheduling questions per SOPs and FDA guidelines.
- Performed all assigned duties in compliance with internal SOPs and external regulations
- Reported compliance issues to management promptly
- Consistently arrived on time and followed attendance policy
- Protected confidentiality of donors, patients, and employees at all times
- Collaborated with team members to foster a supportive work environment
Seasonal Associate
Petsmart
Phoenix, AZ
06.2023 - 09.2023
- Provided exceptional customer service by assisting shoppers with product inquiries and locating items within the store.
- Registered sales on cash register by scanning items, itemizing and totalling customers' purchases.
- Collected payments by accepting cash, check or change payments from customers and making change for cash customers.
- Collected payments by processing cash, check, and change transactions, ensuring accurate and efficient customer checkouts.
- Restocked merchandise on the sales floor to maintain product availability and enhance visual presentation for shoppers.
- Unloaded delivery trucks quickly to maintain efficient inventory flow.
- Sorted and stocked products on shelves and in back room, maintaining organization for easy access and efficient inventory management.
- Stocked shelves early in the morning to prepare store for opening.Maintained a clean, neat, and member-ready areas.
Technical Customer Service Representative
Webhelp
Phoenix, AZ
04.2021 - 04.2023
- Demonstrated proficiency in troubleshooting technical problems, identifying solutions, and guiding customers through step-by-step instructions
- Provided timely and accurate technical assistance to customers through phone, email, and chat channels
- Received positive feedback from customers for providing clear and effective technical assistance
- Consistently achieved high customer satisfaction scores through clear communication, empathy, and problem-solving skills
- Consistently received positive feedback from customers for delivering clear, concise, and effective technical assistance
- Guided customers through product installations, updates, and configurations to ensure successful implementation
- Utilised CRM software to log customer interactions, track issue resolution progress, and maintain accurate records
- Collaborated with cross-functional teams to escalate product bugs and customer feedback, contributing to continuous improvement efforts.
Education
Associate of Arts - Fine Arts
Christ The King College
Newport, UK06.2018
High School Diploma -
Johann Gottfried Herder Europaschule
Königs Wusterhausen, DL06.2016
Skills
- CRM software
- Client advocacy
- Trend monitoring
- Data management
- Teamwork and collaboration
- Customer service
- Problem resolution
- Computer skills
- Customer relationship management (CRM)
Timeline
Customer Experience Specialist
U.S. Bank
08.2025 - Current
Donor Outreach Coordinator
Vitalant
10.2023 - 08.2025
Seasonal Associate
Petsmart
06.2023 - 09.2023
Technical Customer Service Representative
Webhelp
04.2021 - 04.2023
Associate of Arts - Fine Arts
Christ The King College
High School Diploma -
Johann Gottfried Herder Europaschule