Raman Khaira
Customer Escalation Manager @Rogers Communications
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WORK HISTORY
Customer Escalation Manager @Rogers Communications
Montreal, QC, CA
Manage complex and high-priority customer escalations to ensure timely resolution.Act as the primary point of contact for escalated issues between customers and internal teams.Coordinate cross-functional teams (support, technical, product) to resolve escalations efficiently.Communicate updates and expected resolution timelines clearly to customers and stakeholders.Analyze escalation trends to identify root causes and recommend process improvements.Develop and enhance escalation processes, procedures, and staff training.Negotiate solutions with customers, balancing satisfaction and business objectives.Lead post-resolution reviews to capture lessons learned and prevent recurrence.Support incident management during outages or critical service disruptions.Prepare reports on escalations and outcomes for management and senior leadership.
EDUCATION
Punjab Technical University, Jalandhar
Master of Computer Applications - MCA, Master of Computer Application
Panjab University, Chandigarh
Bachelor's degree, Bachelor of Computer Application
ABOUT RAMAN KHAIRA
Customer-focused professional with extensive experience in customer service, team leadership, and client engagement across telecommunications, banking, and energy sectors. Skilled at managing escalations, mentoring teams, building strong relationships, and improving processes to enhance customer experiences. Adept at documentation, data management, and operational oversight in dynamic and remote environments. Seeking to leverage these skills in a leadership role to drive customer satisfaction, team performance, and business outcomes.
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