Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Reshma Abraham

Mississauga,ON

Summary

Dynamic and detail-oriented support specialist with a background in monitoring tools, managing dashboards, and handling ticket queues to ensure the seamless operation of client applications. Proficient in answering emails/calls and managing incoming incident tickets, with a proven track record of acknowledging, triaging, and dispatching incidents while effectively communicating, recording details, escalating, and resolving issues as necessary.

Actively contribute to problem and root cause analysis investigations, generating comprehensive reports to drive continuous improvement.

Known for a proactive approach to problem-solving, a strong technical acumen, and the ability to work effectively in high-pressure environments

Overview

6
6
years of professional experience

Work History

Member Advocate

LinkedIn
, India
09.2018 - 08.2023
  • Acknowledge and prioritize incidents, assign them appropriately, communicate status updates, document details, escalate when necessary, and resolve issues as required.
  • Participate in investigations and reports focused on problem and root cause analysis.
  • Serve as the primary contact for escalations, engaging with customers in a consultative manner. Exhibit full ownership of all internal and external escalations from start to finish.
  • Acts as a Subject Matter Expert (SME) in resolving member inquiries by addressing complex customer issues that necessitate thorough data analysis, in-depth product or process knowledge.
  • Operate within a queue-based support system, adhering to daily goals for the number of customer interactions completed and ensuring high-quality issue resolution.

Merchant Risk Analyst

Amazon
, India
03.2017 - 07.2018
  • - Investigator with high skills in identifying fraud patterns and trends in the online industry.
  • Escalate complex and substantial issues, changes and updates to senior
    compliance associates as appropriate
  • Develop procedures for identifying and examining key risk indicators

Education

Project Management -

Algoma University
Mississauga

Skills

  • Proficiency in using monitoring tools and dashboards
  • Attention to detail
  • Strong communication skills (both verbal and written)
  • Customer service orientation
  • Report writing and presentation skills
  • Ability to tailor communication to different audiences
  • Knowledge of application-specific protocols and technologies
  • Organizational skills for maintaining and updating documentation

References

References available upon request.

Timeline

Member Advocate

LinkedIn
09.2018 - 08.2023

Merchant Risk Analyst

Amazon
03.2017 - 07.2018

Project Management -

Algoma University

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Reshma Abraham