Customer Relations with 5 Yr Exp Seeking work in UK

Previous Employment Details:

Vodafone UK - Customer Relations
From - Mar 2017 - Present (1yr 9 months)
Duties include

Identifying, analysing, and initiating the escalation process in an organisation based on the escalation criteria specified by the organisation

Linking the escalation task with incident problem records, identifying suitable service provider contacts, and finding the appropriate customer management services qualified for the task

Assembling the escalation management team which includes the incident owner, problem owner, and other professionals in the specified area of expertise

Establishing accurate expectations from the escalating procedures, enforcing relief to the customers, and reviewing the situation appraisal formulated by the escalation team for ensuring the consumer satisfaction throughout the escalation process

Coordinating with the customers for developing an escalation management plan as per their requirements, adding additional resources for escalation process if required, and developing a detailed technical plan accordingly

Initiating hierarchical escalation process as per the incident management process, including senior authorities and asking for their support, if the need arises

Updating and maintaining escalation process records at each stage, updating the same in management data, and reviewing and adjusting the escalation process accordingly

Informing the customer about the escalation performance metrics, reviewing the root cause of escalation for improving the escalation procedures, and maintaining compliance with the corporate and regional escalation policies

Assuring the team's availability if the problem arises during the monitoring period, closing the escalation process once the monitoring period is completed successfully, and ensuring customer satisfaction before closing the escalation.