Alexia Berton
About Alexia Berton
Alexia Berton is a Customer Service Knowledge and Learning Analyst who specializes in managing AI-based systems to improve chatbot functionalities and enhance customer interactions. She has a background in public relations and marketing, with experience in training materials development and performance metrics analysis.
Work at Balsam Brands
Alexia Berton has been employed at Balsam Brands as a Customer Service Knowledge and Learning Analyst since 2021. In this role, she manages AI-based systems that facilitate interactions between agents and customers. Her responsibilities include enhancing chatbot functionalities and ensuring effective knowledge management. She plays a vital role in training AI and developing new content for the knowledge management system, which supports customer service operations.
Previous Experience in Customer Service
Prior to her current position, Alexia Berton worked at Boise Centre as a Guest Service Representative for one month in 2021. In this capacity, she interacted with customers and provided assistance, contributing to the overall guest experience. Additionally, she served as a Salon Assistant at Salons by JC for three months in 2020, where she supported salon operations and customer interactions.
Internship Experience
In 2020, Alexia Berton completed several internships that contributed to her professional development. She worked as a Public Relations Intern at PLA Media for three months in Nashville-Davidson, Tennessee. Additionally, she interned at 2911 Enterprises, Inc. for two months, focusing on marketing and publicity. These experiences provided her with foundational skills in communication and customer engagement.
Responsibilities and Skills
In her current role, Alexia Berton is responsible for creating and updating training materials for contact centers. She ensures that all logistical aspects are covered to facilitate effective training. Furthermore, she tracks and analyzes performance metrics for AI systems, identifying areas for improvement and implementing new features. Her work includes acting as a key support contact for service centers, providing direct assistance to customers.