Jacqueline Malvin
Maitland,FL
Summary
Multitasking Incident and Escalation Manager with a background in technical support with SaaS. A determined employee with over 9 years of successfully handling high priority incidents and finding ways to limit impact. Committed to remaining poised and calm in high pressure situations, this employee is a driving force for customer satisfaction.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Escalation Manager
Thrive
08.2022 - Current
- Handle cases that are critical in nature - with immediate, widespread, and significant impact on customer's operations.
- Communicate directly and regularly with senior management internally and in the customer's organization.
- Collaborate with cross-functional teams to identify root causes of recurring issues.
- Leverage data to drive recommendations for change to service, training, and business processes.
- Train and mentor staff on best practices for customer service escalations.
Global Escalation And Incident Manager
Oracle
03.2016 - 07.2022
- Facilitate open communication between customers, support agents, and executives.
- De-escalate and manage customer expectation for response and resolution.
- Initiate incident procedures relating to service degradations and outages.
- Incorporate changes in company policy into workflow.
Education
Bachelor of Arts - Character Animation
University of Central Florida
Orlando, FL05-2014
Skills
- Calm and professional under pressure
- Critical thinking
- Customer needs assessment
- Team collaboration
- Effective communication, verbal and written
- Efficient and detail-oriented
- Incident and complaint resolution
- Time management
Certification
- ITIL Foundation Certificate in IT Service Management
- Six Sigma White Belt
Timeline
Escalation Manager
Thrive
08.2022 - Current
Global Escalation And Incident Manager
Oracle
03.2016 - 07.2022
Bachelor of Arts - Character Animation
University of Central Florida