Escalation Manager Resume Sample
Harmony Crooks
35115 Jerald Dam,
Detroit,
MI
+1 (555) 223 0436
Work Experience
Escalation Manager
06/2015
-
PRESENT
Boston, MA
- Owning priority support and other Staff-level support requests on behalf of Dropbox’s customers
- Experience in escalation or technical support management
- Working 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
- Escalation contact for engineering, product development and support departments for technical issues.
- Responsible for upholding F5’s Business Code of Ethics and for promptly reporting violations of the Code or other company policies
- Take ownership of the escalation process for specific technical support cases where a customer’s network is down or severely impaired
- The main responsibility of an escalation manager is to bring order, structure, and focused management attention to the customer's problems in order to gain complete consumer satisfaction. The need for creating an escalation process is triggered by the organization when the situation merits Executive sponsorship
Senior Escalation Manager
01/2010
-
05/2015
Chicago, IL
- Technical background, ideally in Enterprise Support environment with experience supporting Enterprise Customers
- Demonstrated ability to lead and influence others who are not considered direct reports
- Inspire confidence, build credibility & rapport with Customers
- Operate in a fast paced environment with proven ability to manage multiple escalations simultaneously (multi-task)
- Experience dealing with complex escalated situations
- Excellent verbal & written communication with ability to adapt communications to relevant audience (technical / executive)
- Project / Program management experience considered an asset
- Experience in a wide-range of computer operating systems and software with emphasis on troubleshooting
Client Escalation Manager
08/2005
-
12/2009
Houston, TX
- Monitor Tier2 case queues and work with the team to ensure escalated cases are worked within the required SLA’s and customer requirements
- Improve the retention rate for Cvent’s existing customer base and thus increase revenue impact across Cvent Products. This includes remediating assigned at-risk accounts as well as identifying new revenue generating opportunities within at-risk accounts, when appropriate and relevant
- Collaborate with Technical Support Line managers to share responsibility for customer escalations and prioritize allocation of resources based on escalation priorities and customer temperature
- Report and escalate efforts to resolve complex customer experience problems
- Provide process improvement recommendations for improving customer experience
- Analyze escalation trends produce strategic recommendations to the business to proactively address systemic issues
- Provide customer and supportability feedback to product development
- Design, collect, and analyze multiple levels of employee and stakeholder feedback
- Partner to engage in continuous improvement of communication and practices
Education
William Jessup University
1999 - 2004
Engineer's Degree in Computer Science
Professional Skills
- Strong social, interpersonal skills, customer-centric attitude, ability to deal with cultural diversity
- Qualified in Microsoft Lync product suites with Strong proven Lync Experience.- Qualified in SONUS and Polycom product suites
- Strong experience with technologies supporting SaaS applications, including XML, Web Services, HTML, PHP, .NET, Java and JavaScript
- Proven track record of working collaboratively to improve the customer’s experience
- Engages with the LoB to involve the appropriate skillsets required to bring the escalation to a successful conclusion
- Good office automation and PC literacy skills
- Driving productivity by helping to prioritize and distribute the workload
How to write Escalation Manager Resume
Escalation Manager role is responsible for technical, customer, communications, escalation, coaching, business, engineering, mentoring, organization, base.
To write great resume for escalation manager job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Escalation Manager Resume
The section contact information is important in your escalation manager resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:
- First and last name
- Telephone number
Work Experience in Your Escalation Manager Resume
The section work experience is an essential part of your escalation manager resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous escalation manager responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular escalation manager position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Escalation Manager resume experience can include:
- Use your written and verbal communication skills to keep all relevant parties informed
- Assist manager in coaching team members on various technical skills as required
- Prioritize and guide escalation team in correct handling of critical customer issues
- Experience providing technical support to enterprise customers
- BS in management or computer science or engineering or 4 years’ equivalent industry experience
- Implements best practice methodology to ensure team is following the most effective business operations approaches
Education on an Escalation Manager Resume
Make sure to make education a priority on your escalation manager resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your escalation manager experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.
Additional details to include:
- School you graduated from
- Major/ minor
- Year of graduation
- Location of school
These are the four additional pieces of information you should mention when listing your education on your resume.
Professional Skills in Escalation Manager Resume
When listing skills on your escalation manager resume, remember always to be honest about your level of ability. Include the Skills section after experience.
Present the most important skills in your resume, there's a list of typical escalation manager skills:
- Excellent written skills to provide concise and accurate communications to both technical and non-technical audience
- Strong related experience in software technology, preferably in software support
- Can communicate effectively across all levels of the organization and directly with clients
- Problem solving and troubleshooting skills, an ability to use data to build business cases
- Experience managing complex and critical customer incidents and a full understanding of industry practices, policies, and procedures
- Experience identifying and implementing continuous process improvements
List of Typical Experience For an Escalation Manager Resume
1
Experience For Senior Escalation Manager Resume
- Experience troubleshooting mission critical applications
- In-depth understanding of modern IT production data center and internet hosting operations including Compute, Storage and Networking
- Prepares and reviews client invoices for accuracy and assure billing accuracy/integrity
- Assists in the support of ad hoc client reports ensuring the accuracy of information provided
- Provide regular status reporting on issues and performance
2
Experience For Senior Enterprise Escalation Manager Resume
- Recommend prospective solutions to frequently recurring issues
- Create escalation form containing standard information needed for any escalation (ticket number, requestor, severity, etc.)
- Coordinate resources needed to resolve escalations, including vendor, CompassNet, client IT, operations, FSS management and others as required
- Prepare weekly status report documenting all open escalations (this could come out of Remedy)
- Identify recurring problems and suggest solutions
- Meet critical client SLA’s to ensure client resolution
- Willingness to jump into critical customer situations on a moment’s notice, understand technical issues, and quickly bring cross functional team members together to develop and deliver on action plans
- Respond to escalation management requests rapidly, quickly comprehend the issue(s), gather the client’s business impacts and identify internal stakeholders
- Finish strong, never give up, play to win
3
Experience For Client Escalation Manager Resume
- Learn from our mistakes, innovate, and take risks
- Always raise the bar, every quarter… no complacency
- We are our partners’ best partner
- Support for each other: Collaboration with respect
- Be the point of contact for escalated customer issues, especially in situations where customer satisfaction is at risk and additional attention is needed to bring resolution
- Analyze the daily flow of tickets to ensure the support team provides timely and appropriate communication
- Present escalation metrics to Customer Success Team and Management on a weekly basis
4
Experience For Escalation Manager Iaas Resume
- Join customer calls and communication when necessary to ensure customer escalation actions are understood and customer expectations are met
- Provide daily and weekly reports on escalated support tickets and user feedback
- Enforce best practice for all escalations both inside and outside the support department
- Monitor case escalations to ensure proper response and resolution times are met
- Communicate concerns, problems, opportunities, personnel related issues and critical customer issues to the Senior Management
5
Experience For ESC Btg-lync Escalation Manager Resume
- Evaluate escalation performance metrics and report findings to Senior Management
- Use metrics and trends to mitigate escalations and hold regular mitigation meetings with management team
- Review and identify root cause where required for all escalated service requests and use this information to improve continuously within Implementation and Support teams
- Drives the de-escalation of highly critical, complex customer situations that span across the LoB
- Responsible for external (customer, partner) and SAP internal stakeholder management
- Communicates the status of the customer within the LoB and with the customer based on established SLAs
- Manages the full path from customer entry to resolution and handover to respective external and internal parties
6
Experience For Premium Escalation Manager Resume
- Provides expertise to the Global Escalation Management teams and Mission Control Center (MCC)
- Coordinate and coach cross-functional teams through meetings and progress measurement activities
- Be the local point of contact to receive and address process improvement recommendations and questions and train associates on new or revised processes
- Communicate with diverse stakeholders that have different goals, like technical support, sales, and C-level executives
- Experience planning and communicating with diverse stakeholders with differing goals, including support engineers, development engineers, salespeople, and C-level executives
- Provide functional support of program services ensuring Client retention, satisfaction and growth of existing accounts
7
Experience For Critical Case Manager / Escalation Manager Resume
- Monitors and tracks deliverables to ensure legendary service delivery to the client program
- Serves as one of the points of contact for client support
- Works with Operations to support business requirements, KPIs/metrics and program set-up features to meet client's specifications
- Identifies and communicates support processes to continually enhance the quality of services to clients as well as improvements to productivity and business/client financial goals
- Ensures timely delivery of accurate client activity reports
8
Experience For CX Global Escalation Manager Resume
- Work with our vendors, operators and internal departments to proactively resolve problems with our portfolio solutions
- Coordinate all resources necessary for problem resolution
- Communicate issues within Morrison, FSS and to field operations as required
- Hold daily calls with primary vendors as needed to keep current with status of all escalated issues
- Maintain visibility into all active trouble tickets
9
Experience For Notification & Escalation Manager Resume
- Follow up on “no response” tickets
- Hold daily update calls with Team management
- Record all escalation items in Remedy with detailed notes
- Triage escalation requests so effort is focused on the most critical issues
- Document escalation procedures and processes as required
- Communicate results and status to operations management as required
- Provide problem resolution chronologies where requested
- Communicate system wide outages to the Products team
10
Experience For Escalation Manager, Onecloud Resume
- Ownership of issue resolution and communication
- Manage case escalations to ensure proper response and resolution times are met
- Maintain CEC list of cases
- Ensure best practice for all case escalations both inside and outside the Support department
- Work with Vice-President, Directors, Team Managers and Technical Account Managers to try to mitigate escalations
- Present escalation metrics to Management and Support Team on a regular basis
List of Typical Skills For an Escalation Manager Resume
1
Skills For Senior Escalation Manager Resume
- Use solid written and verbal communication skills to keep all relevant parties informed
- Solid experience with planning and communicating with diverse stakeholders with differing goals, from engineers to support, to Sales, to C-level executives
- Solid experience planning and communicating with diverse stakeholders with differing goals, from engineers, to support, to Sales, to C-level executives
- Experience tracking contract to revenue and influencing key initiative metrics
- Monitor call handling and hand off to ensure that escalated cases are being handled promptly and by priority
- Monitor call handling and hand-offs to ensure that escalated cases are being handled promptly and by priority
- BS/MS in Computer Science, Engineering or equivalent experience
2
Skills For Senior Enterprise Escalation Manager Resume
- Effective communicator. Being able to communicate from end users to C-level executives
- Strong knowledge of SQL, Networking, Windows Server, Exchange, IIS, and REST API’s
- Experience troubleshooting highly integrated web applications
- Industry experience managing customer escalations
- Ensure resolution is well thought-out and solid to ensure quality and thoroughness and prevent future recurrence
- Experience in a customer support role
- Experience with compliance and security requirements in the enterprise
- Prioritize core role responsibilities vs. other work requests received
3
Skills For Client Escalation Manager Resume
- Extensive experience in information technology, focusing on software support
- Experience with managing customer escalations
- Experience within a support organization, or some customer facing role
- Related experience in a Microsoft Global Technical Support Center, Microsoft Services or customer service industry
- Considerable experience in a call center client services operations environment
- Excellent people. We only hire them if we love them
- Establish expectations, enforce relief and resolve through effective communication
- Work directly with Premiere Support Managers to prioritized Premiere customer cases
- Experience in change management processes, program governance and program management
4
Skills For Escalation Manager Iaas Resume
- People or project management experience with cross-functional teams
- Multi-task and prioritize based on corporate standards
- Proven record of successful cross-functional (and cross-company) team management
- Monitoring SRs that are being worked by the team and taking steps to proactively address the issues when they aren't progressing
- Providing increased status reporting to assure all interested parties are aware of progress
- Understanding of cloud based environments, including SaaS and PaaS
- Documenting known problems, solutions or mitigations in a technical bulletin or solutions database
- Providing sales team members with requested technical information and issues solution support
- Participating in product development initiatives to ensure service support needs are considered
5
Skills For ESC Btg-lync Escalation Manager Resume
- Participating in the documentation and distribution of problem solution information
- Reviewing product service and user documentation for accuracy and completeness
- Ongoing knowledge of AirWatch products and known issues, best practices
- Determining the necessary cadence of communication with the escalated customer and ensuring we follow that cadence
- Organizing internal calls with MongoDB personnel to ensure awareness and synchronization of our efforts to resolve the escalation
- Organizing customer calls and MongoDB attendance of those calls
- Working knowledge of Microsoft Azure, SQL Server, Big Data, Power BI, OMS and/or Intune
- Following up with customers and checking satisfaction with resolution
6
Skills For Premium Escalation Manager Resume
- Willing to complete various public and private sector clearance processes which could include extensive background checks and fingerprinting
- Understanding of Identity Management technologies
- Assist global teams in troubleshooting and defining action plans to bring support issues to resolution
- Manage critical client issues on Cornerstone’s modules working closely with Engineering, our clients, and, if necessary, third party partners
- Lead and drive Root Cause and Corrective Action analysis and bring them to closure including future product features and enhancements
- Contribute to monitoring, documentation, and reporting related to escalated situations
- Deep understanding of Windows desktop and server operating systems
- Facilitate technical and management escalations in our installed base by working with CEE teams, Engineering Business teams, and third-party partner companies
7
Skills For Critical Case Manager / Escalation Manager Resume
- Build a 365/24/7 escalation model and detailed processes, collaborating with other teams and external vendors to define escalation protocols
- Actively drive triage and trouble-shooting efforts and communicate status to executive-level stakeholders
- Advocate the customer’s business impact and ensure a sense of urgency is felt within the engineering community
- Lead and provide direction in resolving business critical problems at the highest organizational level
- Work collaboratively with the Engineering teams
- Exceptional networking/communications background
- Acts as the customer advocate during the escalation process
- Turn every customer into a raving fan
- Assist in the implementation and optimizing of best practices for support ticket escalation
8
Skills For CX Global Escalation Manager Resume
- Offer support to management by tracking non-critical support cases and defects that require daily follow up
- Perform technical escalation management using a project-like, holistic approach, typically from initiation to delivery
- Collaborate with other CEE team managers to ensure the escalated situation is being taken care of until successful completion
- Run daily Critical Escalation Call, with Engineering and Technical Account Managers
- Be single point of contact for global teams on escalating issues
9
Skills For Notification & Escalation Manager Resume
- Take an ownership role on escalating critical customer issues and help drive through resolution
- Stays current with product release levels and basic knowledge of the Oracle products
- Build tight-knit relationships and drive can-do activities with Global Services organizations at all levels
- Overall focus of this role is the mitigate business and financial risk for both client and Cornerstone
- Translated lessons learned from escalations into tangible, long-term improvements among the necessary departments
- Other day-to-day responsibilities include tracking general department escalations, researching service level agreement questions and issues, and refining escalation processes
10
Skills For Escalation Manager, Onecloud Resume
- Coach and mentor peers and subordinates
- Act as the customer representative with suppliers and vendors
- Act as the primary interface for internal escalation management
- Partner with the Oracle Ecosystem (Customer Success Managers, Product Management, Support, and Cloud Operations) to manage service requests in real time by collecting, prioritizing and working towards solving customers’ requests
- Take charge of resolving escalations and issues and escalate internally when needed
List of Typical Responsibilities For an Escalation Manager Resume
1
Responsibilities For Senior Escalation Manager Resume
- Industry experience managing customer escalations
- Technical support experience, including open source technologies, is an advantage
- Identifying trends, collaborating with our Engineering organization on product defects and trends
- Responsible for oversight / reporting on all blocking issues, evaluating escalation performance metrics
- Continuously inspecting, monitoring and working to improve the quality of SRs
- Intervene in any escalated incident and outage providing clear actions for resolution on behalf of the incident management team in a timely manner.
- Work under pressure, dealing with multiple tasks
2
Responsibilities For Senior Enterprise Escalation Manager Resume
- Educate and promote standard methodologies for demonstrating Premier Support with customers and Partners
- Ensure smooth distribution and tracking of MACHX internally within team
- Outspoken and a natural leader during chaotic situations
- The ability to remain calm, steady, and consistent during stressful situations
- IT Service Management (including Change Management, Problem Management, Configuration Management)
3
Responsibilities For Client Escalation Manager Resume
- History working in a support organization for Enterprise customers
- Serves as Project Manager and develops work streams with assigned resources from key process areas that focus on resolving the issue
- Performs Root Cause Analysis (RCA) on Recurring Problem trends with customers
- When issues are found, working to determine corrective action and help with execution on the action
- Own and manage all P1 cases, in conjunction with Team Leads/Managers
- Track, analyze trends, and create reports on escalated issues
- Ensure the customer’s voice is heard throughout the support process
4
Responsibilities For Escalation Manager Iaas Resume
- Provide regular updates to internal and external stakeholders as well as executive leadership
- Monitor progress of incidents and work with Global Escalation Team and Product / R&D Teams to ensure appropriate resources have been allocated and that resources are pro-actively trouble-shooting the incident
- Collaborate with the Global Escalation Team and Regional Escalation Managers to ensure process alignment and best practice refinement
- Create and maintain lines of communication with internal resources (Sales, TAMs, Services, Support, SMEs, R&D)
- Continuously review AirWatch SOPs and create best practices for GL’s
- Understanding of Advanced Network Architecture (e.g. Active Directory, DHCP, Load Balancer, Firewall, Reverse Proxies, VPN, Domain Controller and DNS configurations)
5
Responsibilities For ESC Btg-lync Escalation Manager Resume
- Travel domestically and Internationally as needed (<20%)
- Use your soft skills to facilitate technical and management escalations in our installed base by working with CEE teams, Engineering Business teams, and third-party partner companies
- Perform technical project and problem escalation management using a holistic approach, typically from initiation to resolution delivery, while ensuring that appropriate associates are engaged when needed
- Perform regular updates to Unified Escalations List and Watch List entries for the assigned situations in a manner which is consistent for the intended audience (Support Delivery, Sales, C-level executives, etc.)
- Perform mentoring and coaching that allows technical support engineers, customer success managers, or technical account managers to continue to manage the escalation situation, while enhancing their soft skills
- Serve as a local focal point to receive and address process improvement recommendations
- Serve as a local focal point for questions on processes and procedures
6
Responsibilities For Premium Escalation Manager Resume
- Train associates on new or revised processes
- Use a solid repertoire of soft skills to facilitate technical and management escalations in our installed base by working with CEE teams, Engineering Business teams, and third-party partner companies
- Perform technical project and problem escalation management using a holistic approach, typically from initiation through resolution delivery, while ensuring that appropriate resources are engaged when needed
- Perform regular updates to the Unified Escalations List and Watch List entries for the assigned situations in a manner which is consistent for the intended audience (Support Delivery and Sales teams, C-level executives, etc.)
- Perform mentoring and coaching that allows technical support engineers, customer success managers, or technical account managers to continue to manage the escalation situation while enhancing their soft skill set
7
Responsibilities For Critical Case Manager / Escalation Manager Resume
- Demonstrated record of successful cross-functional (and cross-company) team management
- Serve as a local focal point to receive and address process improvement recommendations and for questions on processes and procedures
- Coordinate cross-functional teams through meetings and progress measurement activities which bring distinct, specific escalations to completion in a timely manner; keep all relevant parties informed
- Monitor and coach technical support engineers, customer success managers, or technical account managers to continue to manage the escalation situation, while enhancing their soft skills
- Serve as a local focal point to receive and address process improvement recommendations, as well as questions on processes and procedures
- Use a solid repertoire of professional skills to facilitate technical and management escalations in our installed base by working with customer engagement and technical support team, engineering business teams, and third-party partner companies
- Perform technical project and problem escalation management using a holistic approach, typically from initiation to resolution delivery, while ensuring that appropriate resources are engaged when needed
8
Responsibilities For CX Global Escalation Manager Resume
- Perform regular updates to the Unified Escalations List and Watch List entries for the assigned situations in a manner which is consistent for the intended audience, including technical support delivery, sales, and upper management
- Perform mentoring and coaching that allows peers within the Customer Experience and Engagement (CEE) team to continue managing the escalation situation while enhancing their soft skill set
- Monitor call handling and hand-off to ensure that escalated cases are being handled promptly and by priority
- IT or high-tech industry experience managing customer escalations
- Experience dealing with complex implementations and multidisciplinary and globally-distributed teams
- Serve as the local point of contact for questions about processes and procedures and to intake and address process improvement recommendations
- Solid experience planning and communicating with diverse stakeholders with differing goals, from development and support engineers, to sales and professional services, up to "C-Level" executives
9
Responsibilities For Notification & Escalation Manager Resume
- Identify areas of issue, concern or weakness and work cross functionally to deliver solutions to improve the availability, scalability, performance and efficiency of SAP SuccessFactors’ service
- Remedy – used for logging escalations and recording detailed notes
- No response reports – allows follow-up on tickets being closed due to a lack of operations response
- Escalation Form – used to collect information concerning each escalation
- Share Point – repository for network diagrams and other documentation developed in conjunction with the problem resolution
- Open ticket reports from Volanté, Agilysys, Horizon, Micros and Clover – use reports to take proactive measures on tickets for key accounts or of high severity
- Weekly status report –to be included in the Technology Solutions weekly status and loaded to Share Point
- Experience with the processes, practices, disciplines and tools needed to ensure that IT services are provided as agreed between the customer and IT service provider
10
Responsibilities For Escalation Manager, Onecloud Resume
- Strong communications skills - excellent spoken and written English communication skills and the ability to present complex technical issues clearly and concisely to a general audience
- Drive meetings and discussions remotely with authority
- Develop and nurture relationships over long distances and remote technologies like Skype
- Partner within virtual teams and execute multiple initiatives simultaneously
- Deal with ambiguity under continual deadline constraints
- Multi task in a high-pressure environment that can result in millions of dollars of impact when SLAs are missed
- SaaS Cloud Delivery Budapest is a key location responsible for Operating SAP’s SaaS Cloud Products. Team needs to ensure the various Productive landscapes are running well for European Customers along with global
- Act as the first level of escalation before hiring manager (to be included relevant escalation matrix)
- Assist manager to provide monthly Score card reflecting team members’ performance and productivity
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