Cathal Mistéal
Senior Support Analyst
60 Bloomfield, Annacotty
Summary
Technology-inclined professional who possesses strong troubleshooting capabilities and maintains a positive, solution focused attitude. Experienced in providing support to users across many platforms, and developing and implementing solutions. Strong team player, who enjoys brainstorming with colleagues to ensure goals are achieved and surpassed.
Overview
8
8
years of professional experience
9
9
years of post-secondary education
Work History
Membership Services II
WHOOP
04.2023 - Current
- Troubleshooted hardware and software issues encountered by customers using the WHOOP fitness tracker
- Analysed customers' sports activities and health data to help members achieve their fitness and health goals
- Provided bespoke support to Elite professional WHOOP customers
- Assisted customers in resolving complex WHOOP store order issues
- Communicated between WHOOP global warehouses to ensure stock levels of products are maintained
- Identified patterns of issues impacting customers, and assisted in bringing about resolutions
- Collaborated on projects with colleagues and stakeholders
Senior Support Analyst - Executive Escalations
Coinbase
11.2021 - 02.2023
- Specialised in handling high level cases from members of the Coinbase executive team
- Protected Coinbase's brand image by providing a white glove level of service when handling escalated cases
- Regularly collaborated with experts from other specialised teams to resolve advanced problems
- Reviewed, responded and resolved issues sent by post to our offices in the US, UK and Ireland
- Helped identify process gaps and worked with learning and development, content and quality teams to update procedures for support consistency
- Prepared detailed analyses of the most complex cases through our executive customer investigations
- Drafted responses, in tandem with legal team, to legally sensitive cases
Executive Community Relations
Uber Technologies Ireland
11.2018 - 11.2021
- Handled escalated cases forwarded by the Uber executive leadership team
- Protected Uber's brand image by providing a white glove level of service when handling escalated cases from celebrities and influencers
- Reviewed letters and emails from solicitors, law firms and government bodies and drafted responses to be reviewed by our legal team
- Assisted our public policy team with drafting responses to information requests from Members of UK Parliament, and the Information Commissioner's Office
- Facilitated Data Subject Access Requests in the UK, from request submission to completion
Subject Matter Expert - Rider Support
Uber Technologies Ireland
06.2017 - 11.2018
- Assisted in project management to streamline support processes
- Communicated with multiple teams and stakeholders to ensure issues are flagged and resolved
- Acted as point of contact for stakeholder Gmail escalations and ad hoc management requests regarding sensitive or complex issues
- Managed ticket queue, including delegating through divide and conquer campaigns when inflows significantly increased
Customer Service Representative - Rider
Uber Technologies Ireland
02.2016 - 06.2017
- Communicated efficient resolutions through calls and email to issues encountered by riders in the UK and Netherlands by following workflows and SOPs
- Specialised in intricate account issues requiring significant investigation and troubleshooting and identified support and account trends/issues
- Succeeded in achieving and surpassing key performance indicators including quality assessment
- Detected and resolved fraud cases and flagged for further escalation where appropriate
Education
Bachelor of Arts - Business Studies With Travel & Tourism Management
Limerick Institute of Technology
Limerick City 09.2013 - 05.2016
Leaving Certificate -
Scoil Na MBráithaire Críostaí, An Daingean
Dingle, County Kerry 09.1998 - 08.2004
Skills
Stakeholder management
Problem solving
Extensive experience using CRM tools
Experience with handling SQL query data
Experience with GDPR best practices
Google suite/Microsoft office
Project experience
Timeline
Membership Services II
WHOOP
04.2023 - Current
Senior Support Analyst - Executive Escalations
Coinbase
11.2021 - 02.2023
Executive Community Relations
Uber Technologies Ireland
11.2018 - 11.2021
Subject Matter Expert - Rider Support
Uber Technologies Ireland
06.2017 - 11.2018
Customer Service Representative - Rider
Uber Technologies Ireland
02.2016 - 06.2017
Bachelor of Arts - Business Studies With Travel & Tourism Management
Limerick Institute of Technology
09.2013 - 05.2016
Leaving Certificate -
Scoil Na MBráithaire Críostaí, An Daingean
09.1998 - 08.2004