Senior Customer Service Escalation Specialist
- Managed Tier 2/3 escalations from customers and internal stakeholders, ensuring prompt resolution and high customer satisfaction.
- Collaborated with QA, Product, and Operations teams to identify recurring issues and implement corrective actions.
- Maintained escalation documentation and trend reports to support leadership in decision-making.
- Trained new hires on escalation procedures and de-escalation techniques.
- Reduced repeat escalation rate by 18% through enhanced root cause tracking and communication workflows.
