Senior Resolution Coordinator – Contact Center

• Handle customer queries, escalations, and operational support requests in contact center systems

• Manage ticketing workflows and ensure timely resolution of customer issues

• Analyze customer issues and identify root causes using structured problem-solving methods

• Document workflows, processes, and operational dependencies for service improvements

• Coordinate with cross-functional teams to resolve escalated or complex customer problems

• Monitor performance metrics and support continuous improvement initiatives

• Ensure adherence to company policies, compliance standards, and service guidelines

• Use data and reporting tools to support decision-making and service optimization

• Improve customer experience through process efficiency and feedback analysis

• Support automation and digital tool adoption in contact center operations