Resolutions Analyst

Review, distribute, follow up and reply all the cases received in the Resolution inbox to manage CRF (Customer Request Forms)
- Notate in detail each account when receiving important information from customers.
- Notate accounts to follow up on the responses from Operations or other departments.
- Follow up on each CRF until completion/resolved status.
Escalate when necessary.
- Provide feedback to Supervisors and trainers based on the trends showed on the resolutions inbox.
- Prepare tracking reports (CRF analysis and monthly report including number of cases received, pending, completed and escalated status).
- Able to react to change productively and handle other tasks as assigned.
- Assist in training and orientation to all new team members.
- Communicate all relevant changes, updates to Supervisors, Team Leaders and Management team members.
- Provide monthly review meetings each month with each team to summarize their previous month.
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