Summary
Overview
Work History
Education
Skills
Timeline
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Catharine Eberhardt

Summary

Results-driven Back Office Analyst at Accenture with advanced Excel skills and a positive attitude. Proven track record in enhancing customer satisfaction through effective communication and conflict resolution. Recognized for exceeding service level agreements and improving team performance, demonstrating strong problem-solving abilities and dedication to quality service.

Overview

24
24
years of professional experience

Work History

Back Office Analyst

Accenture
03.2024 - Current
  • Assisted in data entry and management using Excel and internal software systems.
  • Maintained detailed records of customer interactions and resolutions to support quality control and continuous improvement.
  • Composed and sent professional, empathetic email responses to customers, ensuring high-quality customer service and satisfaction.
  • Met or exceeded internal service level agreements for response times and issue resolution.

Customer Service Representative

Accenture
09.2004 - 03.2024
  • Addressed escalated issues efficiently, demonstrating conflict resolution skills in high-pressure situations.
  • Maintaining high customer satisfaction ratings and service level agreements.
  • Detail-oriented Billing Specialist with 20 years of experience. Proven ability to investigate and resolve billing discrepancies, communicate effectively with customers, and explain complex billing information in a clear and professional manner.
  • Collected outstanding balances on high value delinquent accounts under close client supervision, consistently exceeding monthly recovery targets through strategic follow-ups and effective negotiation skills.

Customer Service Representative

Accenture
09.2001 - 10.2004


  • Handled high-volume inbound calls from customers to schedule service appointments and resolve billing inquiries, providing accurate information and delivering a positive customer experience.
  • Mentored and supported new and existing CSR's, improving confidence and first-call resolution.
  • Coordinated with dispatch to expedite service appointments for high-priority cases, such as customers without heat, demonstrating strong problem solving and customer advocacy skills.

Education

High School Diploma -

Merritton High School
St. Catharines, ON

Skills

  • Advanced Excel skills
  • Transaction monitoring
  • Positive attitude
  • Customer service
  • Effective time management
  • Verbal and written communication
  • Dedicated team player
  • Professional and mature
  • Documentation review
  • Business analysis
  • Client interaction

Timeline

Back Office Analyst

Accenture
03.2024 - Current

Customer Service Representative

Accenture
09.2004 - 03.2024

Customer Service Representative

Accenture
09.2001 - 10.2004

High School Diploma -

Merritton High School
Catharine Eberhardt