Escalation Specialist Resume Example & Writing Guide
Use this Escalation Specialist resume example and guide to improve your career and write a powerful resume that will separate you from the competition.
Escalation specialists are the first point of contact for customers with complex issues or high-value accounts. They’re often the ones who resolve tricky situations before they become bigger problems.
If you have excellent customer service skills and enjoy working with people, an escalation specialist role could be a great fit for you. Here are some tips and an example to help you write your own fantastic resume as you look for a new job in this field.
How to Write an Escalation Specialist 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 highlight your experience, skills, and accomplishments. For example, rather than saying you “managed customer accounts,” you could say that you “managed customer accounts for large enterprise clients, resulting in a 15% increase in customer retention rate over 18 months.”
The second bullet point is much stronger because it provides specific details about what you did, who you did it for, and the outcome of your work.
Identify and Include Relevant Keywords
When you apply for an escalation specialist role, your resume goes through an applicant tracking system (ATS). This system will scan your resume for certain keywords related to the job. If your resume doesn’t include enough of the right terms, your application might not make it past the initial screening process.
One way to make sure your resume includes the right keywords is to research the keywords commonly used in escalation specialist job postings. Then, try to include them throughout your resume. Here are some examples:
- Escalation Management
- Change Management
- Incident Management
- Technical Support
- Networking
- ITIL
- Active Directory
- Service Desk
- Troubleshooting
- Software Development Life Cycle (SDLC)
- Windows Server
- IT Service Management
- ITIL Certified
- Service Delivery
- Project Management
- Vendor Management
- Network Administration
- Microsoft SQL Server
- Team Leadership
- Disaster Recovery
- Business Analysis
- System Administration
- Performance Tuning
- SQL
- IT Operations
- Windows
- Requirements Analysis
- Microsoft Exchange
- Software Project Management
- Operating Systems
Showcase Your Technical Skills
As an escalation specialist, you need to be proficient in a variety of software programs and systems in order to effectively do your job. This might include customer service software, ticketing systems, and knowledge management systems. Additionally, you need to be able to use Microsoft Office programs like Word, Excel, and PowerPoint to create reports and presentations.
Recruiters are also looking for escalation specialists who are comfortable with technology and are willing to embrace new ways of working. For example, many companies are now using chatbots and artificial intelligence to handle customer service inquiries, so experience with these technologies would be a plus.