Escalation Desk Executive | IBEX (Virtual World Pvt Ltd) Karachi | Nov 2021 – Present
Advanced Case Management: Orchestrate the resolution of high-priority, complex customer escalations, serving as the final point of contact for unresolved issues.
Cross-Functional Leadership: Partner with Technical, Workforce Management (WFM), and QA teams to expedite solutions, consistently meeting or exceeding SLA (Service Level Agreement) requirements.
JIRA & CRM Integration: Utilize JIRA for sophisticated ticket tracking and bug reporting while leveraging CRM tools to maintain meticulous interaction logs and data integrity.
Root Cause Analysis (RCA): Perform deep-dive analysis on recurring service failures to identify systemic issues and recommend process improvements to operations.
Performance Excellence: Consistently surpass CSAT and KPI targets through a balance of technical precision and empathetic de-escalation.
