BIKRAM BISHNU
Escalation Management
Mumbai
Summary
Experienced escalation specialist with a proven track record in handling complex servicing issues, maintaining high service standards, and delivering efficient resolutions under pressure. Adept at managing executive escalations, fostering stakeholder relationships, and driving performance in fast-paced, high-demand settings. Recognized for my attention to detail, communication acumen, and ability to deliver excellence consistently.
Overview
22
22
years of professional experience
5
5
years of post-secondary education
Work History
Sr. Escalation Specialist
Ocwen FS Pvt Ltd.
11.2011 - 04.2025
- Reduced case resolution time by closely monitoring progress and following up with relevant parties as needed.
- Provided expert guidance to colleagues on resolving high-priority cases, sharing knowledge and expertise across the team.
- Maintained comprehensive records of all escalated cases, tracking trends and identifying areas for improvement.
- Supported company growth by assisting with the development of new processes to handle increased volume of escalations effectively.
- Contributed to a positive work environment by mentoring junior staff members on effective escalation management techniques.
- Coordinated with other departments to gather necessary information and resources for the successful resolution of escalated cases.
- Collaborated with cross-functional teams to identify root causes of escalated issues and implement long-term solutions.
- Improved customer satisfaction ratings by providing prompt, empathetic support to clients facing issues.
- Delivered exceptional service even during high-pressure situations, maintaining professionalism and composure at all times.
Team Leader
TCS E-Serve Ltd.
05.2006 - 04.2011
- Led a team focused on customer service and escalations in the credit card division.
- Trained, coached, and mentored team members to exceed performance benchmarks.
- Streamlined processes to improve efficiency and reduce turnaround times.
- Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
Sr. Servicing Executive
Wipro BPO
09.2003 - 11.2005
- Delivered technical and account support to customers while ensuring high satisfaction levels.
- Handled critical issues with a focus on first-call resolution and customer retention.
Education
MBA - Operations Mgmt.
ISBM
Mumbai, India 01.2008 - 01.2010
Bachelor's Degree - Hotel Mgmt. & Culinary Art
IHRM
Kolkata 01.1999 - 01.2002
Skills
MS-Excel
MS-Word
Written Business Communication
Verbal Business Communication
Complaint investigation
Call center experience
Calm and professional under pressure
Teamwork and collaboration
Adaptability and flexibility
Problem-solving skills
Customer service excellence
Time management
Timeline
Sr. Escalation Specialist
Ocwen FS Pvt Ltd.
11.2011 - 04.2025
MBA - Operations Mgmt.
ISBM
01.2008 - 01.2010
Team Leader
TCS E-Serve Ltd.
05.2006 - 04.2011
Sr. Servicing Executive
Wipro BPO
09.2003 - 11.2005
Bachelor's Degree - Hotel Mgmt. & Culinary Art
IHRM
01.1999 - 01.2002
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