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Escalations manager skills for your resume and career

Updated January 8, 2025

6 min read

Below we've compiled a list of the most critical escalations manager skills. We ranked the top skills for escalations managers based on the percentage of resumes they appeared on. For example, 12.1% of escalations manager resumes contained escalation management as a skill. Continue reading to find out what skills an escalations manager needs to be successful in the workplace.

15 escalations manager skills for your resume and career

1. Escalation Management

Here's how escalations managers use escalation management:

Manage and develop 18-member Escalation Management team.
Lead, manage and support Technical Escalation Management process in North America, on behalf of the Executive Leadership Team.

2. Technical Support

Technical support or tech support are the services provided by any hardware or software company to users. They help in solving the technical difficulties the customers face with their products or services. Moreover, the tech support employees maintain, manage, and repair the IT faults. They are also responsible for resolving the network problems, installing and configuring hardware and software.

Here's how escalations managers use technical support:

Led cross-cluster project to accelerate Engineer development for Microsoft s Commercial Technical Support organization, resulting in 9 new Escalation Engineers.
Assisted in the design and implementation of self-directed work teams/communities across the Americas for technical support Compaq Computer Corporation

3. Customer Support

Here's how escalations managers use customer support:

Collaborated with customer support, product engineering, and product management teams to improve resolution time and deliver requirements.
Single point of contact for customer support groups relating to problem accounts.

4. Traction

Here's how escalations managers use traction:

Prioritize and stimulate escalations with Continuing Product Development (CPD) to ensure visibility, traction and ultimate closure.

5. Customer Relationships

Customer relationships are the interactions and efforts made by a company to improve its customer service. Customer relationships cover not just all of the essential roles performed by customer support, but also the initiatives made before and after the interaction with a customer.

Here's how escalations managers use customer relationships:

Managed customer relationships and complex support issues regarding the use of BlackBerry Enterprise Solution (BES).
Developed customer relationships and assisted with driving and closing of sales.

6. Excellent Interpersonal

Here's how escalations managers use excellent interpersonal:

Provide excellent interpersonal, verbal/written communications and organizational skills.

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7. Strong Customer Service

Here's how escalations managers use strong customer service:

Assisted in warehouse as needed, very strong customer service skills and people person.

8. Escalation Process

Here's how escalations managers use escalation process:

Developed and implemented improvements in the escalation process, limiting warranty exposure which saved the division millions of dollars.
Designed partner escalation processes and Service Level Agreements.

9. Client Issues

Here's how escalations managers use client issues:

Monitored progression of high visibility client issues, set client expectations and removed roadblocks to progress.
Report regularly to senior leadership for tracking and priority establishment of high profile client issues.

10. Customer Inquiries

Here's how escalations managers use customer inquiries:

Processed escalated manager call backs to achieve a positive resolution to customer inquiries.
Provided prompt, professional and empathetic response to customer inquiries with a focus on researching, resolving and documenting customer concerns.

11. Process Improvement

Here's how escalations managers use process improvement:

Analyzed controller return data and identified process improvements on both the customer and service side to reduce unnecessary product replacements.
Manage wireless escalations from business customers, communicate with Sales/Customer Care on Tech Support processes and drive process improvements.

12. Account Management

The process of strengthening the relationship between a company and client is called account management. Effective account management has two key objectives, one is to retain loyal customers and the second one is to help the company grow by creating connections with new customers.

Here's how escalations managers use account management:

Account management and dispute resolution to resolve member issues.
Facilitated vendor management quarterly performance reviews with eight vendors Managed escalation and account management of all customer issues until resolution

13. Workgroup

Here's how escalations managers use workgroup:

Collaborated with other workgroup teams to train using processes and procedures based on historical experience.

14. CRM

CRM stands for Customer relationship management and it is a complete process through which a business or organization monitors and administers its interactions with the customers. A process in which large amounts of data are collected through marketing via a company's website, polls, surveys, and other social media applications. The basic goal of CRM is to target the right audience for their product, and then fulfill their needs, to increase the sales and revenue of the company.

Here's how escalations managers use crm:

Streamlined SalesForce (SaaS) CRM case documentation via note automation in OS X.
Customized, implemented and administered RightNow CRM.

15. Issue Resolution

Issue resolution refers to a set of processes that can be used to resolve an issue, conflict, dispute, or claim, and the ability to deal with the problems that need to be resolved, the decisions that need to be made, and the risks that need to be mitigated. Essentially, an issue resolution process intends to make it easier for people to come to a resolution following an issue.

Here's how escalations managers use issue resolution:

Investigated and facilitated service issue resolution through action planning with appropriate departments.
Team with sustained Engineering contacts to track major issue resolution across 3 continents.

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List of escalations manager skills to add to your resume

The most important skills for an escalations manager resume and required skills for an escalations manager to have include:

Escalation Management
Technical Support
Customer Support
Traction
Customer Relationships
Excellent Interpersonal
Strong Customer Service
Escalation Process
Client Issues
Customer Inquiries
Process Improvement
Account Management
Workgroup
CRM
Issue Resolution
Customer Satisfaction

Customer Escalations
Critical Situations
Performance Metrics
Inbound Calls
Customer Care
Status Updates
Problem Resolution
Executive Management
Customer Feedback
Outbound Calls
Customer Complaints
Process Changes
Customer Accounts
Customer Expectations
SLA
Windows

Americas
Customer Retention
Customer Problems
Call Handling
Service Issues
Troubleshoot
Customer Calls
Conference Calls
Critical Customer Issues
Escalation Support
KPI
Billing Issues
Sprint
QA
SME
Payment Arrangements

Updated January 8, 2025

Zippia Team

Editorial Staff

The Zippia Research Team has spent countless hours reviewing resumes, job postings, and government data to determine what goes into getting a job in each phase of life. Professional writers and data scientists comprise the Zippia Research Team.

Updated January 8, 2025

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