Implement processes for consistent team handling of customer complaints Analyzes and reports performance data on customer escalation trends and business improvement plans Proactively identifies issues and implements plans to resolve them Partners with cross-functional leaders to isolate and resolve systemic issues based on customer and employee feedback Recommends new approaches and policy changes to decrease customer escalations and improve customer experience Provides customer experience leadership with regard to all facets of operations analysis, performance management, and people leadership Prepares, analyzes, and manages the effectiveness of the ECR team through statistical analysis of activity Plans, develops, and administers customer service improvement programs in alignment with company objectives- Implements company policy, procedures, standards, and goals Conducts regular meetings with ECR Supervisors and Professionals to maintain two-way communication and achievement of departmental objectives Assist and participate in sales events such as roadshows and education fairs other promotional activities to support in promoting and marketing INTI programs