Dynamic Escalation Specialist with a proven track record at Concentrix, adept at complaint handling and problem resolution. Championed customer-centric strategies, reducing case resolution time significantly. Recognized for exceptional communication and teamwork skills, fostering a collaborative environment while mentoring peers to enhance service delivery and client retention.
Hi, I’m
shiva iyer
Escalation Manager
Mumbai
Summary
Overview
12
years of professional experience
3
Languages
Work History
Concentrix
Escalation Specialist
12.2019 - Current
Job overview
- Resolved customer complaints by effectively managing escalations and addressing concerns in a timely manner.
- Championed a customer-centric approach within the escalation team, consistently advocating for clients'' best interests and satisfaction.
- Reduced case resolution time by closely monitoring progress and following up with relevant parties as needed.
- Provided expert guidance to colleagues on resolving high-priority cases, sharing knowledge and expertise across the team.
- Maintained comprehensive records of all escalated cases, tracking trends and identifying areas for improvement.
- Supported company growth by assisting with the development of new processes to handle increased volume of escalations effectively.
- Contributed to a positive work environment by mentoring junior staff members on effective escalation management techniques.
Convergys
Customer Service Representative
12.2015 - 02.2018
Job overview
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
Wns
Customer Service Representative
05.2014 - 08.2015
Job overview
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Education
NES Ratnam College of Arts Science And Commerce India
Bachelor of Arts
University Overview
Skills
Complaint handling
Assertiveness
De-escalation techniques
Client retention strategies
Goal setting and achievement
Complaint investigation
Teamwork
Call center experience
Problem-solving skills
Customer service
Time management
Understanding customer needs
Teamwork skills
Multitasking
Calm and professional under pressure
Excellent communication
Product knowledge
Problem resolution
Timeline
Escalation Specialist
Concentrix
12.2019 - Current
Customer Service Representative
Convergys
12.2015 - 02.2018
Customer Service Representative
Wns
05.2014 - 08.2015
NES Ratnam College of Arts Science And Commerce
Bachelor of Arts