Escalation Manager Resume Example & Writing Guide
Use this Escalation Manager resume example and guide to improve your career and write a powerful resume that will separate you from the competition.
Escalation managers are responsible for handling high-priority issues that arise in their organization. They’re the first line of defense when something goes wrong, and they’re often tasked with resolving problems quickly so that they don’t become larger issues.
Because of the high-pressure nature of the job, it’s important that you’re able to think on your feet and remain calm under pressure. You need to be a great communicator—someone who can gather information from multiple people and synthesize it into a cohesive plan of action. And you need to be someone who thrives in a collaborative environment—someone who can work well with others to find solutions.
Here are some tips and an example for writing your own escalation manager resume that hiring managers will love.
How to Write an Escalation Manager Resume
Here’s how to write an resume of your own.
Write Compelling Bullet Points
The best bullet points are those that are specific and descriptive. Rather than saying you “managed projects,” you could say that you “managed 15 projects across three departments to ensure on-time delivery of new product line, resulting in a 15% increase in revenue.”
The second bullet point is much stronger because it provides specific details about the project, the number of projects involved, and the outcome of the project (an increase in revenue).
Identify and Include Relevant Keywords
When you apply for an escalation manager role, your resume is likely to go through an applicant tracking system (ATS). This system looks for certain keywords related to the position in order to determine whether your skills are a match for the job. If your resume doesn’t include enough of the right keywords, your application might not make it past the initial screening process.
One way to make sure you have the right keywords on your resume is to look at a few of the job postings you’re applying for and take note of the terms that are used most often. Then, use those same terms throughout your resume where they’re relevant. You can also add some of these commonly used escalation manager keywords to your resume:
- Change Management
- IT Service Management
- Incident Management
- ITIL
- Service Delivery
- ITIL Certification
- Business Process Improvement
- Service Management
- Vendor Management
- Consulting
- IT Operations
- Software Development Life Cycle (SDLC)
- IT Service Delivery Management
- ITIL Certified Practitioner
- IT Management
- Stakeholder Management
- Project Management
- Solution Architecture
- Business Analysis
- SQL
- Incident Response
- Microsoft SQL Server
- Disaster Recovery
- Networking
- Operating Systems
- Troubleshooting
- Windows Server
- Windows
- Business Intelligence (BI)
- Project Delivery
Showcase Your Technical Skills
As an escalation manager, you need to be proficient in a variety of software programs and systems in order to effectively manage customer complaints and resolve issues. Some of the most commonly used programs and systems include:
– Customer relationship management (CRM) software – Help desk software – Ticketing systems – Live chat software
In addition, you need to be able to effectively use data to track customer complaints, identify trends, and resolve issues. Therefore, it is also important to be proficient in data analysis software, such as Excel and Tableau.