.

● Managed escalation workflows and performed triage to determine priority and resolution paths. ● Conducted root cause analysis on recurring case themes to reduce repeated escalations. ● Supported quality improvement by providing coaching and calibration insights. ● Onboarded and trained new analysts for consistent process execution. ● Coordinated with cross-functional partners to clarify escalation requirements and drive high-priority cases to resolution. ● Analyzed escalation trend data to provide insights and recommend small workflow and policy improvements.

● Reviewed and resolved platform support cases with accurate classification and routing. ● Detected trends and behavioral patterns in platform data to identify product issues. ● Contributed to documentation and workflow improvements to reduce handling times.