Escalation Supervisor
Resume:
Theresa Zolli
****************@*****.***
Colorado Springs, CO, US
Customer Service Representative Profile
Customer-centered professional with extensive experience in customer success management through issue resolution. Expertise in managing customer success, cross-functional teams, building global client/customer relationships, and driving strategic initiatives to retain business. Adept at managing multiple accounts, increasing revenue, and developing client on-boarding processes. Prudent in delivering a consistent proactive and highly satisfactory experience to customers. Dependable leader with a strong team approach and attainment of maximum performance levels and productivity. Proficient in ensuring customer satisfaction and bringing improvements to the bottom line, while driving turnaround of underperforming operations.
Areas of Expertise
Customer Success Management
Market Research/Negotiation
Strategy Planning & Execution
Relationship Management
Technical Consultancy
Project Management
Business Development
Systems Implementation
Team Leadership & Mentoring
Business Process Automation
Risk Assessment & Mitigation
Strategic Account Management
Career Experience
LG Electronics Alabama Inc, Huntsville, AL 2004 – 2020
Escalation Supervisor
Act as a primary interface for Global Management with regards to customer escalations. Analyze and monitor customer Problem Reports (PR’s) to troubleshoot customer appliances and electronics. Identify customer issues and ensure prompt resolution to maximize customer satisfaction. Conduct follow-up with response team to assure resolution of issues and achieve closure. Document cause, corrective actions, and resources required to resolve customer issues, utilizing call management tools to log calls.
Functioned as a point of escalation for calls requiring a high degree of expertise, discretion, and mediation.
Analyzed complaints/issues to identify cause and recommended necessary process change.
Tracked and ensured compliance with Corporate and Regional Escalation Policies.
Exhibited effective communication with customers, management, and staff.
Provided outstanding customer service to maintain relationships for future business and referrals.
West Telecommunications, Huntsville, AL 2000 – 2004
Performance Assessment Specialist/Subject Matter Expert
Monitored and evaluated incoming and outbound calls, as well as cases handled by the senior leaders. Analyzed performance and provided feedback to agents for improvements. Supported agents by managing escalated calls. Provided troubleshooting of satellite systems and adjusted customer accounts. Established training criteria based on metrics used to track employee progress. Conducted weekly employee satisfaction staff meetings and served to bridge the gap between staff/management within the revenue cycle.
Collaborated and worked alongside top executives in a clear and professional manner.
Oversaw tracked time, attendance, productivity, and quality of work for all staff.
Tracked and analyzed monthly key performance indicators for benchmarking, trends, and variable compensation purposes.
Developed and presented monthly/quarterly evaluation reports to the senior management team.
Education
Completed coursework towards Biology 1995
University of Alabama Huntsville, AL
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