Jessa Bessin

I am professional and experienced in Customer Service, Technical Support, Sales, Administrative, and Travel Operations. My professional background spans over 10 years across telecommunications, e-commerce, and travel industries where I consistently delivered high-quality customer care, operational accuracy, and effective problem resolution.

EXPERIENCES AND SKILLS

Travel Operations and Booking

• End-to-end travel assistance: flights, hotels, and car rentals
• Managed itinerary changes, cancellations, and rebookings
• Ensured compliance with airline rules, fare restrictions, and provider policies
• Coordinated with airlines, hotels, and rental providers to resolve urgent issues
• Handled time-sensitive and high-pressure travel situations professionally
• Experience in with GDS systems: Amadeus, Sable, Apollo, Galileo, and Worldspan

Mentoring and Escalation Support

• Served as a Mentor, coaching new agents on systems, policies, and workflows
• Provided real-time guidance during live calls
• Handled supervisor and escalation calls, including sensitive cases
• Delivered actionable feedback to improve performance and quality scores
• Strong conflict resolution and decision-making skills

Customer Service, Sales and Order Support

• Assisted customers with orders, tracking, modifications, and cancellations
• Maintained high accuracy in transactions and documentation
• Focused on customer satisfaction and retention

Technical Support

• Troubleshot landline, internet, TV, antivirus, Google WiFi, and Chromecast issues
• Guided customers through clear, step-by-step solutions
• Strong technical communication skills for non-technical users

Administrative and Operations Support

• Data entry and record management
• Calendar, inbox, and task management
• File organization and documentation
• Research tasks and cross-team coordination

International and Multicultural Experience

• Customer-facing roles in France (retail and hospitality)
• Strong adaptability and cross-cultural communication skills

Language Skills

• English: Fluent
• French: Conversational (reading, writing, speaking)

Tools and Platforms

• Productivity: Google Workspace, Google Admin, Microsoft Office, Notion
• Communication: WhatsApp, Telegram, VoIP tools, Slack, Microsoft Teams, Zoom, Google Meet
• Task Management: Trello, ClickUp, Asana
• File Management: Google Drive, Dropbox
• *Self-taught on Gorgias and Articulate Rise 360

Soft Skills

• Detail-oriented and process-driven
• Highly organized
• Fast learner, adapts quickly to new tools and systems
• Works independently with minimal supervision
• Proactive, reliable, and resourceful
• Calm under pressure
• Excellent communication and documentation skills
• Strong customer service mindset with operation accuracy