Experienced Escalation Support Manager responsible for the management of critical and escalated incidents, requiring timely and frequent communication with customers until their successful resolution. Frequently interacting with the Product Management and Development organizations in order to coordinate the necessary technical resources needed to ensure success and bring an incident to its final resolution.
Responsible for managing a specialized team of technical support engineers; providing the necessary coaching and guidance needed to achieve a prompt resolution to customer incidents and a positive customer experience.
Specialties: Team Leadership, People Management, BPM, Customer S...
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