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.

Mary Thompson
Chicago, IL | (123) 456-7891 | [email protected]

Seasoned customer service and support professional with experience in enterprise-level organizations. Proven ability to manage and resolve escalated customer inquiries and complaints. Strong technical skills with a focus on identifying and resolving system issues.

University of Illinois at Urbana-Champaign Jun '10
B.S. in Business Administration
Company A, Escalation Manager Jan '17 – Current
  • Managed the escalation process for all products and ensured that escalations were handled in a timely manner with appropriate follow-up as needed.
  • Provided training to support staff on escalated issues, including root cause analysis of recurring problems.
  • Assisted with developing new processes or procedures to improve efficiency and effectiveness of the escalation process.
  • Participated in special projects related to escalating customer issues and participated in cross-functional teams when required by management.
  • Performed other duties as assigned by Management within the Escalation team and/or department(s).
Company B, Escalation Manager Jan '12 – Dec '16
  • Worked with vendors to resolve issues and implemented new processes for tracking open tickets, reducing the average ticket closure time by 25%
  • Managed a team of 10 escalation managers who were responsible for resolving customer problems in a timely manner
  • Conducted regular training sessions on company products and services to ensure that all employees had an adequate understanding of their roles
  • Responded to emails from customers regarding product or service inquiries, complaints or suggestions
  • Resolved escalated customer calls within 24 hours using problem-solving techniques and critical thinking skills
Company C, Customer Service Representative Jan '09 – Dec '11
  • Acted as first point of contact with customers and provided them with assistance and information pertaining to company products and services.
  • Resolved customer complaints and concerns in a prompt and courteous manner.
  • Maintained up-to-date knowledge of company products and services to ensure accurate information was provided to customers.
  • ITIL Foundation
  • Certified in Microsoft Azure
  • Certified in ServiceNow

Industry Knowledge: Servers, Storage, Virtualization, Datacenter Operations, Backup, Disaster Recovery, Virtual Machine Management
Technical Skills: VMware, Veeam, Microsoft Hyper-V, Microsoft System Center Configuration Manager, Microsoft System Center Operations Manager, Microsoft System Center Virtual Machine Manager
Soft Skills: Teamwork, Communication, Leadership, Problem Solving, Project Management, Time Management

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.


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