Ebony Morton
Summary
Dynamic and results-oriented professional eager to contribute to a collaborative team environment. With a strong background in Customer Service and Technical Support. I am passionate about leveraging my skills to drive success and innovation. I thrive in fast-paced settings and am committed to delivering exceptional results. My goal is to bring my expertise, dedication, and enthusiasm to Sesami, where I can contribute to shared objectives and help elevate team performance. Let’s achieve greatness together!
Overview
21
21
years of professional experience
Work History
Tier II Helpdesk Technician
Sesami
Carrollton, TX
09.2025 - Current
- My primary duties as a Tier 2 representative is to offer support to level 1 agents by helping assist in the support chat. Manage Starbucks cases, process FSL orders. Reach out to Tier 3 when needing assistance with more complex issues that may require further investigation by reaching out to engineering, and other duties that may be assign by a lead or management.
Life Customer Service Rep
National Life Group
Addison, TX
04.2022 - 05.2025
- My day-to-day responsibility was to handle inbound calls from insurance policyholders regarding their life insurance policy. I also was responsible for processing withdraw payments and loan payments. Other tasks I was to handle was help assist life insurance agents with new applications research on why the application was denied or needing additional information by reaching out to the new business team.
Escalation Rep
Insight Global (7/11)
Irving, TX
01.2020 - 04.2022
- As a tier2 de escalation representative, I was responsible for incoming chats and email tickets from 711 customers who were purchasing items on the 711 app and their order was not complete or there were missing items that I had to research further and resolve the issue by either refunding or providing credit to their account using zendesk software.
Tier 1 tech advisor
Conduent Connect (Apple)
Little Rock, AR
04.2010 - 12.2019
- Handle incoming calls and chat from customers who were having trouble with their Apple products, such as MacBooks, iPhones, etc. Troubleshoot any technical issues that may arise in order to resolve the customer’s needs.
Shift Manager
McDonald's
Little Rock, AR
04.2005 - 03.2010
- My role and responsibilities as a Shift Manager was to perform a variety of tasks, which may include planning for each shift, monitoring performance during the shift, taking action to ensure the team is meeting McDonald's standards, monitoring safety, security, and profitability, and communicating with the next Shift Manager to help prepare him/her to run a great shift, too. I also was responsible for meeting targets during their shifts and for helping their assigned Departments meet their goals.
Education
High School Diploma - undefined
McClellan Magnet High School
Little Rock, Arkansas01.2004
Skills
Achieved significant improvements in call center performance through effective management
Delivered enhanced production outcomes by refining operational processes
Increased enrollment numbers through strategic outreach and engagement efforts
Streamlined data entry operations, resulting in higher data accuracy and efficiency
Elevated customer service standards, leading to improved satisfaction ratings
Generated insightful reports using MS Office tools to inform decision-making
Optimized Excel spreadsheets for better data analysis and reporting
Resolved client issues swiftly through innovative problem-solving techniques
Improved operational efficiency by performing essential computer tasks
Built trust among team members by consistently demonstrating reliability
Expanded skill sets through commitment to continuous learning and professional growth
Drove motivation within teams to accomplish shared goals
Strengthened customer relationships through attentive listening and informed support
Enhanced chat support effectiveness, resulting in faster resolution times
Timeline
Tier II Helpdesk Technician
Sesami
09.2025 - Current
Life Customer Service Rep
National Life Group
04.2022 - 05.2025
Escalation Rep
Insight Global (7/11)
01.2020 - 04.2022
Tier 1 tech advisor
Conduent Connect (Apple)
04.2010 - 12.2019
Shift Manager
McDonald's
04.2005 - 03.2010
High School Diploma - undefined
McClellan Magnet High School