Alexandra D.

Alexandra U. is an accomplished Escalation Specialist with over six years of experience in the BPO industry, focusing on home warranty and service-related escalations. At iQor, she managed complex customer issues, significantly reducing escalations by 90% while maintaining a 95%+ customer satisfaction rating. Alexandra's responsibilities included administering case management, reporting, and process documentation, as well as collaborating with internal teams and coordinating work orders for timely service completion. Her work also involved providing technical support for HVAC, plumbing, and electrical systems, and delivering real-time chat support to agents handling billing, service, and technical issues. Alexandra leverages her strong analytical problem-solving skills and expertise in CRM tools to ensure SLA compliance and exceptional customer experiences within hospitality and service domains.