Current: 5/2/25

Occasionally, you may receive a call that requires escalation to a supervisor based on your judgment or at the caller’s request. In these instances, please send an email immediately to michael.padilla@altivus.com, including the four key details listed below. After sending the email, please text or call Michael at (505) 977-6247 to alert him.

This process is especially important when assisting an irate caller who wishes to escalate their concern. To ensure accuracy, please provide the exact statements made by the caller in your email (as best you can).

Required Information:

• Caller’s Name
• Caller’s Telephone Number
• Caller’s Email Address
• A brief (3-5 sentence) description of the issue, based on the caller’s statements

While collecting this information, please ask only once to avoid further frustration. If the caller refuses to provide any of the details, simply note in your email that they declined to share the information. In cases where critical details—such as a callback number or email address—are missing, still send the email with any available information so it can be properly addressed by the division.

Your diligence in handling escalations professionally and thoughtfully is greatly appreciated. Thank you for your continued commitment to excellent customer service!