Senior Specialist Contact Management

Inquiry & ticket management Oversee the complete lifecycle of customer inquiries and tickets, ensuring accurate documentation, timely resolution, and adherence to SLAs Escalation & service quality: Coordinate with internal teams to resolve complex issues, maintain service quality standards, and ensure compliance with organizational policies and regulations Reporting & performance monitoring Track and analyze key metrics such as resolution times, backlog, and customer satisfaction; provide actionable insights for improvement Process optimization & continuous improvement Identify workflow inefficiencies, implement best practices, and drive initiatives to enhance ticketing processes and overall customer experience Super User of IT systems Responsible for the administration and control of the…