Escalation Specialist Resume Samples

Description :

1. Researched Accurint, LexisNExis, to perform research to prevent fraudulent orders from being fully processed.
2. Provided assistance with Help Desk administrative tasks Followed up with customers to ensure the delivery of products.
3. Answered calls by addressing customer inquiries, solving problems, and providing new products and order status.
4. Developed reputation as an efficient service provider with high levels of accuracy.
5. Investigated and resolved customer inquiries and complaints in a timely and empathetic manner.
6. Served as the main liaison between customers, management, and sales team.
7. Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot.

Experience

0-2 Years

Level

Entry Level

Education

Medical

Description :

1. Completes hands-on, managerial and administrative tasks with regards to customer service, financial analysis, collections, billing, and monitoring of team and departmental goals.
2. Provides coaching and mentoring, with staff members, to assure a solid understanding of procedures, policies, and maintaining compliance with state and federal regulations.
3. Assists customers through negotiation and settlement agreements and the development of appropriate solutions are used for customer satisfaction.
4. Improves employee morale through the integration of team contests, and the clear establishment and presentation of goals for department standards.
5. Researches and analyzes accounts for financial history, credits/adjustments and delinquencies for accounts on daily basis.
6. Evaluates and facilitates the handling of delinquent and collectible accounts.
7. Maintains professionalism, and confidentiality when resolving escalated customer issues.
8. Prepares and analyzes reports on the team to evaluate trends, and ensure the lowest amount of net credit loss.

Experience

10+ Years

Level

Senior

Education

Bachelor's

Description :

1. Planed and facilitated quality improvement focus group calibrations using the NICE Application.
2. Conducted one-on-one sessions with agents, during which calls were reviewed together and feedback provided.
3. Partnered with management team to create a toolkit to help agents obtain the maximum points available on the Promise Card.
4. Served as Training Assistant (TSP) in new hire classes for Credit Management department.
5. Developed procedures for the work units supported, and present recommendations for procedural improvements to the team.
6. Held side-by-side sessions with internal and external auditors, directors and other high level officials.
7. Assisted with escalated calls, and negotiated directly with customers and/or third parties to ensure both customer and business needs were met.
8. Keyed same-day schedule adjustments using WFM (ASPECT).
9. Partnered with other departments to solve moderately complex problems and time sensitive inquiries.

Experience

2-5 Years

Level

Junior

Education

Diploma

Description :

1. Responsible for maintaining goodwill between business organizations for Sprint customers.
2. Served customers by taking telephone, fax, and e-mail orders; providing information.
3. Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot.
4. Managed a wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently.
5. Assisted agent's with any questions or escalated issue with customers.
6. Investigated and resolved customer inquiries and complaints in an empathetic manner.
7. Met all customer call guidelines including service levels, handle time and productivity.
8. Trained staff on operating procedures and company services.
9. Directed calls to appropriate individuals and departments.

Experience

2-5 Years

Level

Junior

Education

Bachelor's

Description :

1. Answered inbound calls from internal representatives in handled escalated/supervisor calls for customers.
2. Collected payments over the phone using a variety of payment methods while providing excellent customer service.
3. Helped implement training in the escalations department by having coworkers listen to supervisor calls to gain experience and how they could defuse difficult customers and use the system to resolve issues.
4. Received an employee referral award given to an employee for recruiting future employees who stayed with the company for more than six months.
5. Started as a Collections representative and was quickly promoted to escalations specialist and placed on a special project to control repeat callers and resolve their difficult issues.
6. Defused and resolved many difficult issues using an understanding of office systems and the ability to connect with customers.
7. Utilized a spreadsheet to keep up with all that has been done with the customer.

Experience

5-7 Years

Level

Executive

Education

Bachelor's

Description :

1. Acts as primary contact to escalated customers to ensure service set up and completion, and ultimately, customer and dealer satisfaction.
2. Manages escalation log and provide monthly reporting on error types and validity.
3. Works with call center support managers to ensure staff understand and are trained on products, Terms & Conditions, and support procedures.
4. Responsible for analyzing issues, determining resolution as well as the root cause of problems.
5. Educates team staff on best practices for support methodologies and customer response.
6. Identifies issues, provides input and makes recommendations regarding support programs, tools, projects, products, processes, metrics, standards, and customers.
7. Ensures that all issues are escalated in accordance with policy and procedures.
8. Provides customer support for moderately complex technical issues and problems.

Experience

7-10 Years

Level

Management

Education

Diploma

Description :

1. Serviced banking, retirement, and brokerage accounts.
2. Received incoming calls from call center and financial center associates regarding escalated issues, provided solutions and provided feedback to associate.
3. Serviced the high end clients.
4. Provided a high level of customer service to better establish client's relationship with Citibank.
5. Worked as a Subject Matter Expert, assisting other associates with system and account questions, helping them to get acclimated to their position after training.
6. Provided coverage for manager when needed.
7. Assisted team members with questions or concerns.

Experience

2-5 Years

Level

Junior

Education

Bachelor's

Description :

1. Supported the Chairman's office with any escalations that involved Participants in employer sponsored plans record kept by Fidelity Investments.
2. Responsible for researching and resolving all customer complaints via telephone.
3. Developed highly empathetic client relationships and earned a reputation for ensuring the clients do not move their funds to a competing financial institution due to the escalation.
4. Recognized numerous times by the Chairman's office due to positive customer feedback received on behalf.
5. Initiated and organized training for the inbound customer service group to reduce the amount of escalations to the Chairman's office.
6. Cross-trained and provided back-up for other customer service representatives when needed.
7. Maintained up-to-date knowledge of all 401(k), Payroll and Pension laws and regulations.
8. Assisted HR with any escalation that had human resource implications.

Experience

5-7 Years

Level

Executive

Education

Bachelors

Description :

1. Troubleshoots high speed internet, voice over internet protocol, and Internet protocol television.
2. Identifies research and resolve high level technical issues with infrastructure and hardware.
3. Maintains communication with other departments to resolve issues with network.
4. Manages policy escalations from start to finish, driving consensus across all stakeholders.
5. Evaluates cross-product, high-impact escalations to determine severity, risk and required action.
6. Analyzes, identifies, prioritizes and delivers operational improvement opportunities. Identify, articulate and quantify impact of required tools changes to deliver on these opportunities.
7. Develops post mortems and implementations of preventative solutions, including working with Engineering on tools.

Experience

10+ Years

Level

Senior

Education

Bachelor's

Description :

1. Advanced from Customer Service Representative to Escalations Specialist, to Team Lead within one year.
2. Responsible for up to 10 Customer Service Representatives at one time on  team.
3. Responsible for maintaining proper documentation for representative performance.
4. Monitored live calls and maintained phone queue to prevent a hold time or abandoned calls.
5. Received inbound calls pertaining to Customer Support, technical and financial assistance.
6. Received escalated calls when customers were unsatisfied or had any complaints as well as all Credit Card Fraud Claims.
7. Very good at de-escalation.
8. Maintained call requirements of a minimum of 400 calls per week.
9. Maintained and exceeded all floor requirements and expectations.

Experience

2-5 Years

Level

Junior

Education

Medical