Escalations Management Specialist

Highly proficient in using CRM platforms to manage customer relationships, case management, workflow optimization, and business operations. Experienced in process mapping, customer support tracking, lead and account management, data maintenance, reporting, workflow automation, and performance monitoring. Skilled at leveraging CRM tools to streamline processes, improve customer experiences, enhance team productivity, and ensure accurate documentation throughout the customer lifecycle.

Advanced proficiency in Salesforce CRM, with extensive experience managing customer accounts, contacts, leads, opportunities, sales pipelines, case management, reporting, dashboards, workflow automation, and data management. Skilled in utilizing Salesforce's full range of features to support sales, customer service, business operations, and process optimization. Adept at maintaining accurate records, generating insights through reports and analytics, and ensuring efficient customer relationship management across all stages of the customer lifecycle.

Highly experienced in using Shopify for day-to-day e-commerce operations, including order management, invoice generation and processing, customer support, product management, inventory tracking, fulfillment coordination, refunds and exchanges, and store administration. Proficient in navigating and utilizing Shopify's full range of functionalities to ensure efficient store operations and an excellent customer experience.

Experienced Appointment Setter with a proven ability to engage prospective clients, qualify leads, schedule appointments, maintain accurate records, and support sales and business development efforts. Strong communication and organizational skills with experience managing high-volume interactions while delivering excellent customer service. Currently working as a Medical Dispatcher, coordinating patient transportation and medical service requests, scheduling and dispatching resources, monitoring service status, communicating with patients and healthcare providers, and ensuring timely and efficient operations in a fast-paced healthcare environment.

Working knowledge of QuickBooks, with experience supporting bookkeeping and accounting tasks, including invoice processing, expense tracking, inventory management, financial record maintenance, tax preparation support, and basic reporting. Familiar with utilizing QuickBooks to assist with day-to-day financial operations, maintain accurate records, and support overall business administration.

Highly proficient in using Zendesk to manage customer support operations, including ticket and case management, customer communications, issue resolution, workflow automation, SLA monitoring, reporting, and knowledge base administration. Experienced in handling high-volume support environments, optimizing support processes, tracking performance metrics, and utilizing Zendesk's full suite of features to deliver efficient and exceptional customer service.

• Managed high-priority and complex escalation cases, ensuring resolution within SLA and quality standards • Took full ownership of cases from intake to resolution, improving customer satisfaction and retention • Performed root cause analysis to identify recurring issues and recommend long-term solutions • Collaborated with engineering and product teams to resolve technical concerns efficiently • De-escalated sensitive situations through clear, solution-focused communication • Maintained accurate documentation and compliance with escalation protocols

• Verified customer identities and validated documents with high accuracy • Ensured compliance with company standards and policies • Maintained confidentiality and attention to detail

• Delivered multi-channel support (phone, email, chat) in a high-volume environment • Resolved billing, account, and technical issues with accuracy and efficiency • Guided customers through troubleshooting, improving first-contact resolution • Maintained detailed and organized CRM records for case tracking • Consistently met KPIs including response time, resolution rate, and customer satisfaction

• Qualified leads and recommended tailored product solutions • Increased conversion rates through strong communication and relationship-building • Assisted customers in selecting appropriate services