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.

James Smith
Houston, TX | (123) 456-7891 | [email protected]

Highly effective problem solver and customer service representative with over eight years of experience in the technology industry. Excels at managing difficult customer inquiries and complaints, quickly identifying issues and providing resolutions. Eager to join a team that values customer satisfaction and puts the customer first.

The University of Texas at Dallas Jun '10
B.S. in Business Administration
Company A, Escalation Specialist Jan '17 – Current
  • Managed the escalation process for all escalations and ensured that escalated issues were resolved within 24 hours of being escalated.
  • Provided technical support to customers via phone, email, chat, or remote access sessions as needed.
  • Assisted with special projects as assigned by management including but not limited to new account set up, product training, etc…
  • Participated in company-wide initiatives such as improving processes and procedures across departments and increasing sales opportunities through marketing efforts.
  • Maintained a high level of customer service at all times while adhering to company policies and procedures regarding privacy and security concerns.
Company B, Escalation Specialist Jan '12 – Dec '16
  • Worked with the sales team to create a training program that increased customer satisfaction ratings by 10%
  • Conducted weekly phone calls and emails with customers who had escalated their issues for further assistance
  • Managed all escalations from inbound calls, email messages and social media posts (Facebook, Twitter etc.)
  • Created an escalation process that streamlined communication between departments and improved efficiency
  • Responded to requests via email, telephone and online chat platforms as needed
Company C, Customer Service Representative Jan '09 – Dec '11
  • Answered customer inquiries via telephone and email in a prompt, professional and courteous manner.
  • Resolved customer complaints in a timely and efficient manner.
  • Maintained up-to-date knowledge of company products and services.
  • Certified Information Privacy Professional (CIPP/US)
  • Certified Information Security Manager (CISM)
  • Certified Ethical Hacker (CEH)

Industry Knowledge: Escalations, Workload Management, Team Management, Problem Solving, Communication
Technical Skills: Mac OSX, UNIX, Linux, Windows, VMware, VCP, Cisco, Juniper, Troubleshooting, Virtualization
Soft Skills: Leadership, Communication, Teamwork, Problem Solving, Project Management, Research

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.


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