escalation supervisor resume example with 20+ years of experience

Jessica Claire
  • Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
  • H: (555) 432-1000
  • C:
  • Date of Birth:
  • India:
  • :
  • single:
  • :
Professional Summary

Flexible Call Center, Collections professional works well independently and collaboratively with other departments. Strong organizational and communications skills for thinking quickly and solving problems in fast-paced environment. Adept at handling multiple tasks efficiently and accurately, exhibiting professionalism and maintaining confidentiality at all times.

  • Staff Support
  • Collaborative Environments
  • Quality Control Standards
  • Issue and Complaint Resolution
  • Cultural Awareness
  • Research and Analysis
  • Call Volume Analysis
  • Team Goals
  • Staff Training
  • Strong Telephone Etiquette
  • KPI Metrics
  • Performance Goals
  • Creative Solutions
  • Call Control
  • Microsoft Office
  • Escalation Management
  • Professional Relationships
  • Analytical Skills
  • Call Volume and Quality Metrics
  • Negotiation Skills
  • Persuasive Communication
  • Positive Working Relationships
  • Loan Servicing
  • Production Goals
Work History
Escalation Supervisor, 07/2018 - Current
Bunzl Distribution Virtual, TX, Tempe, AZ
  • Offered suggestions and alternatives to provide customers with solutions, boosting customer satisfaction.
  • Responded to customer inquiries to address concerns and maintain customer satisfaction and loyalty.
  • Kept high average of performance evaluations.
  • Kept accurate records of customer interactions to be used for training, quality assurance and future reference.
  • Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
  • Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
  • Built and maintained relationships with customers to increase customer loyalty and positive word-of-mouth.
  • Followed up on customer interactions to maintain customer communication and successfully close resolved issues.
  • Resolved customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
Accounts Receivable Specialist, 05/2015 - 07/2018
Burns Environmental Services City, STATE, Simi Valley, CA
  • Supported management by processing invoices and documents with consistent on-time delivery.
  • Safeguarded documents of accounts receivable and payments to enable tracking history and maintain accurate records.
  • Monitored accounts to verify compliance with payment terms and schedules.
  • Contacted clients with past due accounts to formulate payment plans and discuss restructuring options.
  • Followed up overdue payments and payment plans from clients to establish good cash flow.
  • Developed and maintained positive relationships with clients to maximize collections.
  • Developed and implemented strategies to improve collection processes and reduce overdue payments.
  • Effectively communicated with clients about payment needs and kept updated, detailed and accurate ledgers.
  • Negotiated payment arrangements with customers to establish timely receipt of payments.
  • Managed complex problem-solving for upper management in order to complete projects on-time and within budget.
  • Reviewed accounts on monthly basis to assess aging and pursue collection of funds.
Supervisor, Manager & Trainer, 01/2000 - 05/2015
Varied City, STATE, Phoenix, AZ
  • Conducted routine inspections to check quality and compliance with established specifications.
  • Achieved extraordinary results by working with staff to meet established targets.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
  • Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Trained staff on operating procedures and company services.
  • Trained new personnel regarding company operations, policies and services.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Reduced process inconsistencies and effectively trained team members on best practices and protocols.
  • Implemented and developed customer service training processes.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Increased efficiency and team productivity by promoting operational best practices.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Responded proactively and positively to rapid change.
  • Maintained up-to-date knowledge of product and service changes.
Bachelor of Arts: Psychology, Expected in 05/2010
University of California - Los Angeles - Los Angeles, CA
Status -

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Resume Overview

School Attended

  • University of California - Los Angeles

Job Titles Held:

  • Escalation Supervisor
  • Accounts Receivable Specialist
  • Supervisor, Manager & Trainer


  • Bachelor of Arts

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