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Clarity

Priti Mishra

New Delhi, India

14+ years of comprehensive experience in Customer Service & Escalations on various gamut of operations-related activities. Specialization in Operation, Client & Team Management, Compliance & ability to work with a diverse team in virtual set-ups with a 'Can Do' attitude.

$1.00/min

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Customer Acquisition Executive Coaching Customer Retention Strategic Planning High Performance Teams Team Leadership Customer Support Customer Engagement Team Management Customer Satisfaction

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Escalation Manager

Escalation Manager (HP - Under Warranty Services)
Key Result Areas (KRAs)
⮚ Escalation management - track and immediate escalation. Be the single point of contact for our Customers and Act as an escalation point to drive resolution in a timely, proactive manner.
⮚ Manage customer escalations and coordinate resolution with key stakeholders (internal and external) by working cross-functionally to ensure client SLAs are met.
⮚ Identifying and analyzing the root cause of the escalation & delay, initiating the process of escalation based on the criteria that the stakeholder has already specified within the timelines set.
⮚ Linking the Cases with the method of escalation & identifying the gaps and quick resolution
⮚ Ensure customer escalations are resolved within agreed-upon timelines and influence others towards action and change.
⮚ Assembling the team is responsible and includes the dispatcher, the FSEs, and all other partners in the areas of expertise in the escalation matrix and seeking their guidance & support for timely closures.
⮚ Establishing the most accurate expectations from the escalation process with defined timelines and enforcing some relief to the customers who had escalated the issues.
⮚ Coordinating with the customers who have had problems and developing an escalation plan per the requirements, informing them of proper KCI.
⮚ Updating each and every case with the history of each stage on the MT. This should include updating the same information in the management data and reviewing and adjusting the issues accordingly.
⮚ Lead improvements by monitoring dashboards and emails to monitor trends and customer escalations proactively. Facilitate and report on daily escalations to ensure appropriate visibility of crucial customer issues with escalation status
⮚ Support leadership and stakeholder expectations by reducing escalation volume & resolution of all escalations within minimum timelines.
⮚ The escalation metrics should be followed, and adherence to stakeholders' compliance is a must. Ensuring accurate and timely reporting of process performance to all stakeholders
⮚ Identify and implement training & development needs of the Dispatchers & FSEs.

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Member since May 2023