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, ONSkills
- 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