dennis antony
Escalation Manager
Mumbai,Maharashtra
Summary
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
8
8
years of professional experience
Work History
Escalation Manager
NCR VOYIX
Mumbai
09.2016 - Current
- 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 produced strategic recommendations to proactively address system issues.
- Reviewed and refined the Escalation Management process, protocols, dashboards, and runbooks.
- 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.
- 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.
- Communicated with and earned trust across multiple functions, and influenced senior leadership.
- Coordinated resources throughout Product, Support, Professional Services, and Customer Experience organized to address Action Plan for assigned accounts.
Education
Bachelor of Computer Applications -
YCMOU
NASHIK05-2018
Diploma - Computer Engineering
Re Vera Institute Of Technology
Kharghar, Navi Mumbai 05-2015
Skills
- MS Office
- Supervision and leadership
- Analytical and Critical Thinking
- Project Planning
- Quality Assurance
- Team Management
Timeline
Escalation Manager
NCR VOYIX
09.2016 - Current
Bachelor of Computer Applications -
YCMOU
Diploma - Computer Engineering
Re Vera Institute Of Technology
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