Escalation Manager Resume Samples

An Escalation Manager deals with the company’s incident and problem management systems. The job description entails managing the staff, service desk operators, and bringing to the management’s attention all major incidents and problems that are escalated and beyond their control. Work specific duties are listed on the Escalation Manager Resume as – identifying and analyzing escalation process of the organization based on escalation criteria, linking the escalation task with incident problem records; finding appropriate customer management services; assembling the escalation team; establishing accurate expectations from the escalating procedures; coordinating with the customers for developing the escalation management plan; initiating hierarchical escalation process; updating and maintaining escalation process records, and maintaining compliance with the corporate and regional escalation policies.

Escalation Management requires the following skills – competitive skills, the ability to exceed initial response, expertise in staff management, knowledge of performance management, and capability of achieving results. The educational qualification requirement includes a degree.

Escalation Manager Resume example

Escalation Manager Resume

Objective : Over 7 years of experience in accounting management, consultation, project management, escalation management and/or technical support experience, and knowledge in customer-facing roles with able to instill confidence, take control, negotiate deliverables, and drive positive outcomes.

Skills : Interpersonal Skills, Management Skills, Accounting.

Description :

  • Reported and escalated efforts to resolve complex customer experience problems.
  • Advised Senior Leadership of any developments and action plans, Set customer expectations and provided updates regarding troubleshooting and resolution action plan in external communications.
  • Provided process improvement recommendations for improving customer experience.
  • Analyzed escalation trends and produce strategic recommendations to proactively addressed systemic issues.
  • Reviewed and refined Escalation Management process, protocols, dashboards and run books.
  • Maintained discipline and regular communication with accounts, from C-level executives to front line administrators, while building credibility through timely action and responsiveness during the account escalation.
  • Reviewed & analyzed customer health trends to proactively identified and resolved issues before a customer escalates.
Years of Experience
Experience
2-5 Years
Experience Level
Level
Executive
Education
Education
BA In Business


Escalation Manager Resume

Objective : As an Escalation Manager, responsible for act as a single threaded process owner across Social team, and knowledge on identifing gaps, streamline workflows, improve processes, manage communications across internal and external.

Skills : MS Word, Supply Chain, Verbal Skills, Problem Solving Skills.

Description :

  • Created and implemented workflows and mechanisms for worker hotline escalations across suppliers.
  • Managed all escalations, responded and engaged on critical issues that are time-sensitive.
  • Balanced time between escalations, and continuous improvement of workflows and mechanisms for handling escalations.
  • Analyzed data to identify issue trends and make recommendations to business, proactively addressing systemic defects
  • Partnered to engage in continuous improvement of communication and practices.
  • Consulted and collaborated with business partners, and Legal teams to escalate issues.
  • Communicated with and earning trust across multiple functions, and influenced senior leadership.
Years of Experience
Experience
2-5 Years
Experience Level
Level
Executive
Education
Education
MBA In Leadership


Escalation Manager Resume

Objective : Escalation Manager with 5+ years of experience as a leader skilled in developing and maintaining relationships and proven track record of performance, Able to make a positive impact in any business environment and proven employment record and achievements in adapting to new roles.

Skills : Microsoft Office, Data Entry, Customer Service, Call Center, Administrative, Computer Literate, Detail Oriented, Office Procedures.

Description :

    1. Helped customers with log in assistance, technical issues on website, and billing discrepancies.
    2. Trained and resolved credit card billing disputes issued by credit card companies.
    3. Followed up with customers' issues that required more in-depth work to find solutions.
    4. Cross trained to respond to requests, Assisted in training new employees.
    5. Handled calls of complaint regarding credit card fraud and identity theft.
    6. Created case files for each fraud account.
    7. Planned and executed modification, short sale, and deed in lieu campaigns across multiple states.
Years of Experience
Experience
2-5 Years
Experience Level
Level
Executive
Education
Education
High School Diploma

Escalation Manager Resume

Objective : As an Escalation Manager, responsible for support customers in resolving critical issues that the Docebo platform in order to implement their use cases with high satisfactio, Developed and maintained a prioritized Issue List, Action Plan to drive resolution to critical issues.

Skills : Microsoft Office, Management, Customer Service.

Description :

  • Scheduled conference calls with assigned customer accounts to understand the business impacts of key critical issues, and reported back on the current status of those issues.
  • Coordinated resources throughout Product, Support, Professional Services, and Customer Experience organizated to address Action Plan for assigned accounts.
  • Educated and promoted best practices for leveraging Functional and Technical Support with customers.
  • Reported to senior management together with the Customer Experience organization to provide insight into current state of the customer relationship with escalated accounts.
  • Experienced in HCM/Talent Management/Learning Management solutions is a plus.
  • Able to establish and maintain strong relationships with a variety of internal and external roles, from technical contributors to senior management.
  • Maintained mortgage portfolios for gse government-sponsor enterprises and privately owned accounts, while acting as the primary resource to the existing client base by planning, conducting phone and in-person visits with client representatives, officials, or decision makers to help prevent foreclosure.
Years of Experience
Experience
2-5 Years
Experience Level
Level
Executive
Education
Education
High School Diploma

Escalation Manager Resume

Objective : Escalation Manager with 2+ years of experience in Establishing accurate expectations from the escalating procedures, enforcing relief to the customers, and reviewing situation appraisal formulated by escalation team to ensure the consumer satisfaction throughout escalation process.

Skills : Microsoft Word, Human Resources, Accounting, Management, Business Administration, Advanced Spreadsheets, Marketing.

Description :

    1. Provided accurate and appropriate information in response to customer inquiries.
    2. Demonstrated mastery of customer service call script within specified timeframes.
    3. Developed effective relationships with all call center departments through clear communication.
    4. Worked with upper management to ensure appropriate changes were made to improve customer satisfaction.
    5. Built customer loyalty by placing follow-up calls for customers who reported product issues.
    6. Maintained up-to-date records at all times.
    7. Addressed customer service inquiries in a timely and accurate fashion.
Years of Experience
Experience
2-5 Years
Experience Level
Level
Executive
Education
Education
Business Management

Escalation Manager Resume

Objective : Certified Professional Manager with Over 6+ years of experience in a Supervisory functions served as primary backup application reviews, and knowledged in customer interaction, Billing experience with documentational guidelines.

Skills : Management, Customer Service, Billing, Microsoft Office Applications, Multi Line Switchboard.

Description :

    1. Reduced operational cost while improving call center efficiency and reducing operational costs, repeat calls were first targets.
    2. Able to identify factors contributing to repeat calls.
    3. Able to engage in reparative action that led in the reduction of the demand for service, improving FCR and reduce costs.
    4. Elevated customer service standards, raising performance scores from the 60s to 90s on average - improved service quality and effectively resolved customer service issues by assessing individual situations and authorizing policy exceptions in the interest of customer satisfaction.
    5. Diffused tense customer interactions in a courteous manner.
    6. Identified, evaluated and managed the factors that drive enterprise customer retention Drove customer. technical and non-technical escalations.
    7. Communicated and enforced operational and procedural changes to stay in compliance with bank policy and/or government regulations.
Years of Experience
Experience
2-5 Years
Experience Level
Level
Executive
Education
Education
High School Diploma

Sr. Escalation Manager Resume

Summary : Over 17 years of experience in management and customer service experience, Tasks included paper work, payroll, scheduling, training employees, shipping and receiving, and Handled Customers escalation request via telephone, email and mail and work to positively resolve issues.

Skills : MS Office, Customer Service, Multitasking.

Description :

    1. Handled incoming calls from other representatives seeking support with their customer and took over the call when the customer became escalated and requested a manager.
    2. Received awards from peers and compliments from customers.
    3. Developed an understanding of how to handle escalated calls.
    4. Provided exquisite customer service on every phone call.
    5. Displayed an ability to self-manage work responsibilities.
    6. Maintained expected average call handle times.
    7. Adapted to and met different metrics, Learned new skills and adapted to additional software.
Years of Experience
Experience
10+ Years
Experience Level
Level
Senior
Education
Education
GED

Escalation Manager Resume

Objective : Highly qualified Escalation Manager with experience in the industry, Enjoy creative problem solving and getting exposure on multiple projects, and Resolving customer complaints by investigating problems and developing solutions.

Skills : Interpersonal Skills, Multilingualism, Conflict Resolution, Multitasking, English Language.

Description :

    1. Participated in a variety of special projects as requested, including explorations of system or process improvements and etc.
    2. Maintained accurate and timely records of all complaints and their status of resolution with the customers in various systems.
    3. Worked with stakeholders to investigate complaints and suggest improvements.
    4. Provided timely and accurate update of assigned cases to Senior Management Team, respective authorities and stakeholders.
    5. Investigated and solved customer's long-standing or complex problems passed on by the Top Management Team and the respective stakeholders within the company.
    6. Provided advice and assisted to customers that are having issues with the liquidation process and services of the department.
    7. Provided high level of customer service by understanding the diverse needs of customers to resolve customer's complaints and coordinate with various stakeholders resulting in improved policies and processes for the organization.
    8. Conducted in-depth investigation and analysis on escalated cases referred by Top Management Team and the respective stakeholders.
Years of Experience
Experience
2-5 Years
Experience Level
Level
Executive
Education
Education
High School Diploma

Escalation Manager Resume

Objective : As an Escalation Manager, responsible for providing proactive monitoring and customer escalation management and in support of our customers with their cloud and product needs, and acting as a liaison and coordinate internal efforts to obtain issue resolution for reported escalated issues that have a significant impact on the business relationship or affect productivity.

Skills : MS Office, Human Resource, Managed, Organization Skills.

Description :

  • Managed customer escalations and coordinated resolution efforts with key stakeholders (internal and external) by working cross-functionally to ensure issue ownership, action items, and communications are fulfilled. Ensure critical client SLAs are met.
  • Ensured customer escalations are resolved within agreed upon timelines, processed to change ideas are implemented, and Influence others towards action and change, Reduced escalation volume.
  • Facilitated and reported on daily and/or weekly stand-ups to ensure appropriate visibility of key customer issues including escalation status reporting, statistics, trending analysis, issue status activities, and resources.
  • Able to translate technical concepts to peers, management, leadership and customers.
  • Supported leadership in strategic, business, and operational planning.
  • Provided functional expertise of the Ultipro Program as related to Escalations.
  • Coordinated upgrade/release activities in tandem with the Ultimates Upgrade Coordinator.
  • Worked with client to test and confirm readiness to deploy remediated solutions to their production environments.
Years of Experience
Experience
2-5 Years
Experience Level
Level
Executive
Education
Education
Bachelor's

Escalation Manager Resume

Objective : Seeking a challenging growth position in Escalation Manager, experience in Analyzing data to draw first-order conclusions and understand years business challenges organization can utilize skills and experience to improve operations, increasing profitability, and enhance growth.

Skills : Customer Service , Testing, Project Management.

Description :

    1. Experienced in escalation or technical support management.
    2. Worked collaboratively to identify and assess escalations, covering individual or groups of customers as well as defining the escalation process, de-escalation strategy and exit criteria.
    3. Responsible for upholding F5s Business Code of Ethics and for promptly reporting violations of the Code or other company policies.
    4. Enhanced customer loyalty by providing superior customer service.
    5. Handled Customer escalation requests via telephone, email and mail and work to positively resolve issues.
    6. Resolved customer complaints by investigating problems and developing solutions.
    7. Assisted Dispatch Supervisor with projects as needed.
Years of Experience
Experience
2-5 Years
Experience Level
Level
Executive
Education
Education
High School Diploma