Kaleigh Fago
- Role
- Manager, Escalation Operations at Linkedin
- Location
- Omaha, NE, US
- LinkedIn followers
- 500 followers
About Kaleigh Fago
I am passionate about building high-quality products and delivering exceptional user…
Experience
Manager, Escalation Operations
Mar 2021 — Present
As an Escalations Operations Manager, I lead a team of highly skilled technical escalation specialists to resolve complex member and customer support issues, drive enablement initiatives with Tier 1 support teams, and partner closely with Tier 3 support to drive resolution of production issues. Responsibilities: • Develop the team through effective hiring, coaching, and development. Provide frameworks and support for career development • Monitor, manage, and achieve support KPIs (including response SLAs, TTR, and E2E resolution times); manage team performance to meet those KPIs • Identify and drive opportunities to optimize productivity and create efficiencies/automation based on process, workflow and tools analysis • Research and resolve critical member and customer escalations when management support is required • Communicate, influence and set clear expectations with stakeholders around collaboration and building effective engagement models • Drive global initiatives collaboratively to ensure a seamless support experience across all support sites for the function • Maintain deep and comprehensive knowledge of LinkedIn’s products; and recommend product changes to meet member/customer/team needs
Education
University of Nebraska-Lincoln
Bachelor of Science in Business Administration, Marketing
University of Nebraska at Omaha
Interior Design
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