Heather K Bezzina

Heather K. Bezzina Titusville, Fl-​ ​or- leave message or text - (preferred method of contact) Summary Proven success as the first point of contact to consumers in various e-commerce business platforms. Providing an exceptional customer experience. Skills ● Effective navigation of company software and applications for full access to all available resources. ● Proven ability to provide outstanding customer support in a busy call center environment both brick & mortar as well as virtually from my dedicated home office. ● Demonstrates the ability to handle high call volume while staying calm, level-headed and maintaining focus. ● Interact in a friendly and positive manner through email, chat, telephone or preferred communication platform. ● Maintain records of all transactions/interactions by entering accurate customer information in the business database. ● Dedicated to first call resolution in a customer-facing environment using various forms of communication including but not limited to email, chat & phone support for various e-commerce brands. ● Team player Professional Experience Notary Public, Brevard County -Florida Notary (current) May 2016 - Present Commission # FF991112 -Expire May 2020 ● In a legal capacity, responsible for staying up to date on changes, ability to identify and prevent fraud, adhering to state laws & regulations. ● Presents herself in a professional manner building and maintaining trust within the community. ● Effective in taking control of a stressful situation setting the tone to achieve a positive outcome in an otherwise negative situation using compassion and empathy Ttech@home Corp, Virtual — Seasonal Primary Support September 2018 - January 2019 ● As a seasonal support agent, successful completion of brand training is mandatory to provide exceptional customer service while following standard operating procedures. ● Effectively processed orders, refunds, and issued credits. Verifying customer according to brand policy. ● Research using EDY and other resources according to Best Buys standards. ● Up to date knowledge of pricing and payment process ● Proven ability in supporting consumer partnerships by networking and utilizing ​business intelligence software Adecco Corp, Merritt Island, Fl. — Tier 3 Seasonal Support October 2017 - January 2018 ● Upheld the brands' commitment to delivering “High Touch Service” by implementing resources and following appeasement guidelines for the holiday season, increasing sales and productivity. ● Adapted to business needs by assisting the Estee Lauder brand as a whole instead of Mac cosmetics only. ● Assisted new agents with calls while maintaining high metrics as required. ● Recruited by management for additional training to assist another vertical with escalations requiring the use of new software and systems. Tele-tech Corp, Rockledge, Fl.— Seasonal Support February 2017 - April 2017 ● Followed brand policy from the opening of the call to closing allowing for consistent customer experience. ● Protecting customer privacy adhered to policy for verifying customer information, as an added layer signed in with a duo token, educated customer on remote access when needed to resolve the issue, ● Promoted to technical support Adecco Corp, Merritt Island, Fl- Customer Service October 2016 - February 2017 ● ● Provided seasonal customer support for a sporting goods e-commerce brand Processed payments, and credits to customers 1. April 2017- Promoted to technical support role(T-Tech) 2. November 2017- Recruited for cross training by management for a Seasonal Support Supervisor position (Adecco-Mac Cosmetics ). 3. January 2018 - Received recognition for going above and beyond to meet flexibility requirements by working up to 85 hours per week in periods of high call volume(AdeccoMac Cosmetics). 4. December 2018- Recognition for the performance of meeting above required metrics on the customer satisfaction survey( T-tech-Best Buy). Education May 2016 The State of Florida-Fl. Notary course Appointed By Governor Charlie Christ May 2011-December 2012 Brevard Community College References available upon request Accomplishments December 2018 Tetch - Best Buy Received recognition/compensation for achieving high metrics on Customer Satisfaction Survey. January 2018 Adecco - Mac Cosmetics & Ace Hardware Received special recognition for working the second most hours throughout the season averaging to 76 hours a week. December 2017 Adecco - Mac Cosmetics Recruited by management to crosstrain in the home vertical representing Ace Hardware achieving tier 3 seasonal support supervisor.