Eboni Hope
Toronto,ON
Summary
Proven Customer Service Technical Analyst at Ethoca (a Mastercard company), adept in data analysis and interpersonal communication. Specialized in identifying trends to enhance chargeback prevention, ensuring customer satisfaction. Demonstrated ability to communicate effectively across all levels, creating impactful reports. Skills include technical support and implementing strategies, with a focus on quality assurance and problem-solving.
Overview
4
4
years of professional experience
Work History
Customer Service Technical Analyst
Mastercard
Toronto, ON
08.2022 - Current
- Analyze customer data related to chargeback prevention services to identify trends, patterns, and areas of improvement.
- Provide technical support and deliver efficient, effective solutions for both internal and external customers.
- Create and present detailed reports to stakeholders across various departments, ensuring clear communication of insights and recommendations.
- Collaborate cross-functionally with teams to resolve complex issues and drive customer satisfaction.
- Utilize advanced analytical tools to streamline processes and enhance the overall customer experience.
- Proactively identify opportunities for process optimization and contribute to the continuous improvement of chargeback prevention strategies
Barista
Starbucks
05.2021 - 07.2022
- Maintained a clean and organized workspace for optimal productivity and safety.
- Promoted a welcoming atmosphere by greeting customers with a friendly demeanor and promptly addressing their needs.
- Pleasantly interacted with customers during hectic periods to promote fun, positive environment.
- Contributed to a positive team environment through effective communication and collaboration with colleagues.
Education
911 Dispatching
Seneca College of Applied Arts And Technology
King City, ONDiploma -
Blessed Cardinal Newman
Toronto, ON2016
Skills
- Technical analysis
- Quality assurance
- Data analysis
- Interpersonal and written communication
- Diagnostics and troubleshooting
- Effective communication
- Technical support
- Implementation strategies
Languages
English
Timeline
Customer Service Technical Analyst
Mastercard
08.2022 - Current
Barista
Starbucks
05.2021 - 07.2022
911 Dispatching
Seneca College of Applied Arts And Technology
Diploma -
Blessed Cardinal Newman