Rhianna Bersagel

Provide exceptional customer support by handling up to 80 inquiries daily regarding account balances, transactions, and banking products, maintaining 100% quality compliance within an average handle time of 311 seconds and exceeding department benchmarks within the first 60 days.

Resolve 1000+ customer issues per month adhering to financial regulations and security protocols in real-time.

Recognized within 4 months of completing training, for consistently exceeding performance expectations as a new team member in the USPB department, leading to opportunities to mentor peers, drive team engagement, and host team meetings. Performed regular quality assessments using established rubrics and delivered targeted coaching and feedback to enhance agent performance.

Served as part of a QA-focused resolver group, conducting in-depth quality reviews of over 700 seller technical tickets monthly by validating ticket accuracy, correcting missteps taken by frontline agents, and providing clear, SOP-based guidance to drive resolution preventing unnecessary escalation to engineering teams by reassigning inaccurately raised cases.

Consistently exceeded SLA targets with a 95% resolution rate within 24 hours, directly enhancing seller trust and platform credibility by ensuring fast and accurate support.

Led quality-aligned support expansion across 17 Resolver Groups within 90 days, improving operational efficiency by 90% and reducing engineering dependency through accurate issue triage and resolution.

Delivered 1099-contractual support across 5 program lines. Exceeded a 97% Quality Score, achieved 98% schedule adherence, and maintained goal-meeting standards of an average handle time (AHT) of 6.50 minutes, delivering efficient support.

Rewarded a $600 incentive on FIS contract by meeting metrics, quality, schedule, and achieving 100% quality, and positively impacting team performance and client satisfaction.

Supported up to 150 emails, chats, and voice contacts daily across 4 program lines, contributing to a 54% improvement in first contact resolution rate within 6 months of this seasonal position.

Exceeded a 95% Quality Score. Consistently finished contacts under expected AHT and achieved the lowest escalation rate within the US Team. Maintained a CSAT of 90%.

Earned a $100 Amazon Gift Card for continuous support to L2 Agents and acting out the Leadership Principle 'Bias for Action' during the peak period of Prime Day 2020.