Summary
Overview
Work History
Education
Skills
Timeline
Generic

Rhianna Bersagel

Tucson,Arizona

Summary

Personable and dedicated professional with extensive experience. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses

Overview

9
9
years of professional experience

Work History

Seller Support Associate Sr

WFH Remote L3, Amazon.com Services LLC
08.2022 - Current
  • Identified, analyzed, and resolved seller processing problems by effectively resolving non-phone triaged support cases through a trouble ticketing system escalated from a L2 department within Amazon’s help desk.
  • Utilized proprietary software programs, conducted data entry, and proficiently
    worked with Excel, Word, Outlook, Salesforce, and CRM systems.
  • Demonstrated exceptional attention to detail and swiftly adapted to learning
    and adhering to organizational policies, practices, and operations.
  • Successfully completed cross-training in four departments: Brand Registry, Brand Validation, ESR-LR, International Trademark Verification, and Generic SOP.

Customer Support Specialist

Liveops (Victoria's Secret)
10.2020 - 12.2022
  • Provided exceptional services to LiveOps company growth strategy through a contract with renowned brand Victoria's Secret & Co.
  • Engaged with customers, effectively interpreting cues and providing prompt
    assistance in regards to product inquiries, inventory, promotions, apparel and sizing, order placement, transactions, as well as shipping and logistics information.
  • Demonstrated expertise in various up-selling techniques, resulting in an increase in average transaction amount.

Seasonal Customer Service Associate WFH

Amazon.com Services, LLC
03.2020 - 11.2020
  • Simultaneously engaged with customers through telephone calls, emails, and chat, effectively managing up to 100 inquiries daily
  • Provided well-informed responses to customer inquiries on product details, pricing, and availability
  • Resolved issues pertaining to refunds, returns, and shipping logistics by leveraging available resources, including knowledge bases

Call Contact Center Supervisor

24-7 Intouch Denver (Virgin America Airlines)
02.2015 - 02.2020
  • Provided exceptional customer service as a CSR Tier 1, effectively assisting an average of 80-120 customers daily in arranging and booking airline reservations through the utilization of the Sabre system.
  • Recognized for outstanding performance and quickly promoted to CSR Tier 2 within only 1 month, and Floor Supervisor within 60 days of joining the newly ramped team .
  • Supervised a team of 25 direct reporting CSR Tier 1 and Tier 2 associates
  • Monitored live calls and coached team members on performance metrics / KPI's, aux abuse, and consumer behavior based on directives outlined by client
  • Assisted with Real-Time Analytics and Transcription

Education

GED -

Arapahoe Community College
Littleton, CO
01.2007

Skills

  • Help Desk
  • Issue and Resolution Tracking
  • Support SOP Writing
  • Service Ticket Tracking
  • Case Support
  • Operational Processes
  • Resolve Technical Problems
  • Call Center Software
  • Skilled Collaborator
  • Transaction Processing

Timeline

Seller Support Associate Sr

WFH Remote L3, Amazon.com Services LLC
08.2022 - Current

Customer Support Specialist

Liveops (Victoria's Secret)
10.2020 - 12.2022

Seasonal Customer Service Associate WFH

Amazon.com Services, LLC
03.2020 - 11.2020

Call Contact Center Supervisor

24-7 Intouch Denver (Virgin America Airlines)
02.2015 - 02.2020

GED -

Arapahoe Community College
Rhianna Bersagel