Responsibilities
Primary contact point for Business team due to any customer service escalation or complain were standard process failed or cannot be used.
Leading service recovery plans for our critical customers. Coordination of all parties which are involved with the resolution process
Assisting in problem isolation and analysis. Cooperate with senior technicians and account owners
Monitoring of trends and commonly reported problems or issues. Escalation of all issues requiring management awareness and/or assistance
Develop strong internal relationships critical to the timely and accurate problem isolation and resolution, built upon professional trust and integrity
Document and track exceptional events that may need investigation that fall outside of normal operating procedures
Project support for senior project/program managers
