Raina Bertley
Phoenix
Summary
Helpful Customer Experience Agent passionate about delivering exceptional customer service to promote loyal business. Pleasant demeanor and excellent problem-solving skills. Dedicated to researching and identifying complete and lasting solutions to customer problems.
Overview
5
5
years of professional experience
2
2
years of post-secondary education
Work History
Customer Experience Specialist
U.S. Bank
Phoenix
08.2025 - Current
- Delivered exceptional customer service by addressing telephone and email inquiries and resolving issues effectively.
- Liaised between customers and U.S. Bank departments to resolve complex customer and technology issues, ensuring prompt solutions.
- Researched and resolved complex problems and errors, including fraud support and internet operations, enhancing customer satisfaction.
- Will obtain a thorough knowledge of products, services, rates, terms, fees, applicable regulations, systems and procedures.
Donor Outreach Coordinator
Vitalant
Phoenix
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, assisted in resolving customer service issues, and acted as the liaison in cultivating a customer service friendly culture
- Revamped donor experience with innovative messaging while ensuring integrity of donor profiles (e.g., demographics, deferral information, accurate coding of donor records).
- Engaged with donors by providing essential information on donation processes, appointment specifics, blood needs, and frequent donor programs, while addressing scheduling questions in accordance with SOPs and FDA guidelines.
- Performed all assigned duties in compliance with internal SOPs and external regulations
- Brought compliance issues to the attention of management
- Maintained good attendance and punctuality per the Vitalant attendance policy
- Upheld donor, patient and employee confidentiality
- Collaborated with team members to foster a supportive work environment
Seasonal Associate
Petsmart
Phoenix
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.
- Processed coupon redemptions to apply discounts on customer purchases.
- Collected payments by accepting cash, check or change payments from customers and making change for cash customers.
- Assisted with restocking merchandise on the sales floor to ensure availability and presentation of products
- Promptly unloaded trucks and deliveries.
- Sorted and stocked products on shelves and in the back room in a neat and organized manner
- Early morning stockerMaintained a clean, neat, and member-ready areas.
Technical Customer Service Representative
Webhelp
Phoenix
04.2021 - 04.2023
- Demonstrated proficiency in troubleshooting technical problems, identifying solutions, and guiding customers through step-by-step instructions
- 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
- Provided timely and accurate technical assistance to customers through phone, email, and chat channels
- Resolved complex technical issues by troubleshooting and diagnosing problems, ensuring customer satisfaction
- Implemented and guided customers through product installations, updates, and configuration processes
- Utilised CRM software to log customer interactions, track issue resolution progress, and maintain accurate records
- Documented and tracked customer interactions and solutions in the CRM system
- Collaborated with cross-functional teams to identify and escalate product bugs or customer feedback for continuous improvement.
- Clarified technical concepts during support sessions with non-technical clients.
- Taught best practices for troubleshooting IOS technology.
Education
Associate of Arts - Fine Arts
Christ The King College
Newport, UK 09.2016 - 06.2018
Johann Gottfried Herder Europaschule
Königs Wusterhausen, DLSkills
- CRM software utilization
- Customer relationship management
- Customer service excellence
- Customer needs analysis
- Issue resolution strategies
- Technical troubleshooting
- Experience optimization
- Call management
- Call metrics
- Database management
- Compliance knowledge
- Product knowledge
- Attention to detail
- Time management
- Tech adaptability
- Team collaboration
- Clear communication
- Communication skills
- Customer empathy
- Client advocacy
- Donor management
- Receiving support
- Problem solving
- Microsoft office
- Microsoft office
- Database management
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
09.2016 - 06.2018
Johann Gottfried Herder Europaschule