Anthony Palminiello
Phoenix
Summary
Escalations Manager with 6 years of experience in managing escalated customer interactions, resolving complex technical issues, and handling coordination and customer facing communication for cross-functional teams. Extensive experience and expertise with voip systems, networking, and customer retention. Skilled at determining root cause analysis for escalations as well as process improvement.
Overview
11
11
years of professional experience
Work History
Escalations Manager
Nextiva
09.2019 - 11.2025
- Served as a point of escalation for complex technical issues, working closely with customers as well as channel partners/third party vendors to resolve concerns and restore service.
- Coordinated efforts with internal departments (account management, service delivery, marketing) to ensure seamless communication and expedited resolution in critical situations involving multiple parties.
- Analyzed escalation trends to identify root causes and propose strategic solutions to the larger support/operations org.
- Trained and mentored team members on voip/network troubleshooting as well as escalation protocols and best practices.
Technical Support Representative
Nextiva
04.2015 - 09.2019
- Diagnosed and resolved issues related to VoIP hardware, software, and network configurations.
- Assisted customers with setup and installation of voip desk phones, soft phones, and account/call flow configuration.
- Maintained detailed documentation of all customer interactions including network details, troubleshooting steps, customer disposition and outcomes.
Education
High School Diploma -
Mountain Ridge High School
Glendale AZSkills
- Customer Escalation Management
- Technical Troubleshooting and Problem Solving
- Process Improvement
- Inter and Intra-org Collaboration
- Training and Coaching/Mentoring
- Excellent verbal and written communication
- Networking Expertise
Timeline
Escalations Manager
Nextiva
09.2019 - 11.2025
Technical Support Representative
Nextiva
04.2015 - 09.2019
High School Diploma -
Mountain Ridge High School