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 quality assessments using established rubrics and delivered targeted coaching and feedback to enhance agent performance.

Supported 5 program lines including FinTech and healthcare, consistently exceeding KPIs with 97% QA and 98% schedule adherence.

Earned $600 incentive on FIS contract for metric consistency, quality assurance, and customer satisfaction impact.

Contributed to a QA-driven resolver group, reviewing 700+ seller technical cases monthly to ensure SOP compliance, correct frontline errors, and reduce escalations to engineering.

Acted as Subject Matter Expert and mentor in Tier 4 support, validating legal documents (e.g., trademarks, attorney of record) to prevent misrepresentation.

Led support expansion and process improvements across 17 resolver groups within 90 days, boosting triage accuracy, cutting engineering escalations by 90%, and achieving a 95%+ resolution rate within 24 hours.

Developed cross-check protocols and compliance workflows to ensure alignment with marketplace policies and legal standards.

Provide full-service freelance web design and digital marketing for medspas and small businesses, specializing in Wix, Shopify, and ecommerce API integration.

Manage social media content, branding assets, SEO optimization, and performance tracking across platforms.

Design marketing materials including business cards, brochures, menus, and promotional graphics.

Support event planning, digital campaigns, and product merchandising to drive client visibility and revenue growth.

Handled 150+ daily contacts via email, chat, and voice contributing to a 54% improvement in first contact resolution rate within 6 months of this seasonal position, across four programs during Prime Day and COVID surges

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%.

Maintained 95% QA, 90% CSAT, and lowest US team escalation rate; awarded $100 Amazon gift card for mentoring and bias for action.