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Escalations Case Manager at HP
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Competencies
Exceptional ability to address customer needs, resolve issues, and foster positive relationships across various support channels.
Proficient in diagnosing and resolving software and system issues, ensuring minimal downtime and customer impact.
Effective communicator capable of explaining complex issues clearly to diverse audiences and stakeholders.
Strong analytical skills to identify root causes and implement sustainable solutions efficiently.
Experienced in managing team shifts, coordinating workflows, and ensuring continuous support coverage.
Education
Languages
Summary
Dedicated professional with extensive experience in customer service, technical troubleshooting, and escalation management across diverse industries, committed to delivering exceptional support and solutions.
Key Achievements
- Resolved complex escalations efficiently, improving customer satisfaction scores.
- Handled diverse support issues across multiple back-end systems with minimal escalation.
- Maintained high accuracy and attention to detail during root cause analysis.
- Provided exceptional customer service, consistently meeting or exceeding performance metrics.
- Collaborated with technical teams to resolve critical support cases swiftly.
Experience
Escalations Case Manager
Line Cook
Customer Service Representative
Customer Service Representative
Provided resolution to taxpayer’s who had an issue with their account or a missing refund.. In dept research to determine root cause and desired action.. Navigated a multitude of back-end systems.
Customer Support Agent
Provided phone, email, and fax support to active members, retired members, and beneficiaries.. Answered around 70 calls daily.. Ability to review, comprehend, and speak knowledgeably to members regarding current laws, agency policies, web services, and departmental policies and procedures.
Customer Service Representative
Provided phone support to TurboTax customers.. Assisted with downloading/troubleshooting software issues, login/password resets, and general tax questions.. Maintained positive survey results to continue till the end of the tax season.
Call Center Agent
Handled calls from over 30 different accounts – ability to work with ease in a multitude of back-end systems, such as Zendesk, Citrix, Five9, Salesforce, NetSuite, Zoho, Cisco, Magento, Shopify and Gorgias.. They ranged from various industries including healthcare, retail, online education, finance, and software.
Senior Technical Advisor Cpu
Provided Apple Support to customers in a supervisor role.. Promoted from IOS to IOS Tier 2 to CPU to CPU Tier 2.. Gathered log files and worked directly with Apple engineering, received consults from Tier 1 advisors, and maintained contact with customer until resolution.