Resolution Analyst

Position Summary :

• The Resolution Management Analyst is responsible for providing proactive monitoring and customer escalation management in support of our customers.  This role will act as a liaison and coordinate internal efforts to obtain resolution for reported escalated issues that have a significant impact on the business relationship or affect productivity.  The Resolution Management Analyst will also be responsible for developing and monitoring dashboards for trends to reduce the number and severity of escalations to improve customer satisfaction.
• The Resolution Management Analyst will work independently and should be able to take the initiative and be comfortable in a customer-facing role.

Excellent phone presence along with written communication is required.  Essential Duties and Responsibilities include the following, but are not limited to :

Ensure customer escalations are resolved within agreed upon timelines, process change ideas are implemented, and influence others towards action and change in support of customer satisfaction Works through management structure to resolve customer issues Receive, log, and support the successful resolution of all customers related escalations Facilitate and report on daily and / or weekly stand-ups to ensure appropriate visibility of key customer issues including escalation status reporting, statistics, trending analysis, issue status activities, and resources Review and identify root cause for all escalated service requests and use this information to improve continuously within service delivery teams Provide feedback to management teams regarding areas of improvement; participate in process improvement efforts Monitor client satisfaction through investigation of client reported issues Collaborate with other workgroup teams to train using process and procedures based on historical experience Provide support and assistance to other management teams Enhance customer satisfaction by accomplishing new and different tasks as assigned Performs other duties as assigned Supervisory Responsibilities :

Demonstrate critical thinking skills :

Attention to Detail :

Math Skills :

Good understanding of Microsoft Office including Outlook, Excel, & SharePoint Preferred Requirements :

Education and Experience :