Valencia Jackson
Raleigh
Summary
Dynamic Escalation Supervisor with a proven record in resolving complex customer issues. Expertise in problem-solving, team mentoring, and process improvement. Committed to enhancing client retention and operational efficiency.
Overview
2027
2027
years of professional experience
Work History
Escalation Supervisor
Valeris
02.2025 - Current
- Led resolution of complex customer escalations, ensuring timely and effective solutions.
- Mentored team members on best practices for handling escalated issues and improving service quality.
- Analyzed escalation trends to identify root causes and implement proactive measures.
- Collaborated with cross-functional teams to streamline escalation processes and enhance operational efficiency.
- Ensured timely resolution of complex cases by prioritizing workload and allocating resources appropriately.
- Boosted team productivity by providing thorough training and ongoing support to staff members.
- Maintained accurate records of all escalations, tracking trends and identifying areas for improvement.
- Escalated customer issues to management for appropriate action to be taken.
Senior Program Lead
Mercalis
2023 - 2025
- Skilled at working independently and collaboratively in a team environment.
- Worked well in a team setting, providing support and guidance.
- Demonstrated respect, friendliness, and willingness to help wherever needed.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Paid attention to detail while completing assignments.
Escalation Team Member
Trialcard INC
01.2017 - 10.2023
- Demonstrated empathy and understanding when interacting with upset customers, diffusing tense situations effectively.
- Contributed to a positive work environment by providing support and guidance to fellow team members.
- Reduced issue resolution time with thorough research and effective communication skills.
- Ensured timely updates to customers throughout the escalation process, setting clear expectations for resolution timelines.
- Resolved customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
Quality Assurance Analyst
Trialcard
2015 - 2017
- Monitored and scored calls
- Listened to live calls
- Assisted with taking calls during high call volumes
Customer Service Representative
Valeris
11.2011 - 10.2015
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Managed high-volume calls, providing timely assistance and maintaining service quality standards.
- Trained new team members on company policies and customer service protocols.
- Developed and implemented efficient processes to enhance customer satisfaction metrics.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Education
Medical Assistant -
ECPI
07-2006
Skills
- Assertiveness
- Goal setting and achievement
- Client retention strategies
- Spreadsheet tracking
Timeline
Escalation Supervisor
Valeris
02.2025 - Current
Escalation Team Member
Trialcard INC
01.2017 - 10.2023
Customer Service Representative
Valeris
11.2011 - 10.2015
Senior Program Lead
Mercalis
2023 - 2025
Quality Assurance Analyst
Trialcard
2015 - 2017
Medical Assistant -
ECPI