• Analyze and monitor customer escalation reports to identify trends and update Knowledge Base tool. • Identify, manage and record escalation trends and communicate process issues, product defects and trends to Director, Support to drive continuous improvement. • Review, identify and analyze root cause for all escalated service requests; continuously improve based on analysis within delivery teams. • Focus on developing proactive solutions to avoid common issues within escalation process. • Provide guidance and support to Customer Support Specialists; serve as a go-to resource for complex escalations. • Own escalated cases received from various channels including: complaint review requests received from the customer, live HAC escalations, and negative NPS survey responses. • Execute review of member interactions, provide summary, and develop plan to resolve client issues including: identification of process errors, content gaps, misquotes, coaching opportunities, and associated action items such as service recovery, claims and benefits outreach to health plan, etc. • Act as a liaison to coordinate internal efforts cross-functionally through to issue resolution and completion of all related action items. • Draft external response and act as the point of contact for any follow up questions from the customer. • Ensure customer requests are responded to within agreed upon time frames and are resolved to customer and client satisfaction. • Use all key customer resolution tools across all service groups to facilitate resolution of customer concerns.