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, CO01.2007
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
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