Alexander Akana

Customer-oriented Program Manager with over 4 years of experience in strategic planning and complex problem-solving. Expert in networking, marketing, cross-functional communication, employee supervision and process improvements. Decisive leader ready to leverage background in program management to expand organizational success.

Core Value Award winner - This award is achieved by peer nomination for providing out of the box solutions, being a leading example of how to exceed KPI standards and lead a team to do the same.

• Blueprint Technologies, Operations Program Manager, Managing the strategic direction of Escalated support plus Tier 1 -2 support in a service delivery engagement consisting of 6 teams and 50+ direct reports. Leveraged resources of both people and technology to meet the expectations of the client. This includes partnering with departments, such as Operations (HR), Recruiting, and IT to build out processes that are agile, scalable, and capable of transplanting to other engagements. Lead, inspire, and motivate a team of managers to ensure consistent achievement of operational KPIs, high employee engagement, and service improvement. Identify best practices through strong cross-group collaboration with functional support teams. Trusted adviser with Executives and key client liaison. Collaborated with clients to research and implement a tailored CRM to handle incoming support tickets, track performance and improve overall service delivery excellence more effectively.
• Comcast, Sales Representative CAE 2, Presented high level customer service efficiently: 30 Calls per hour > 90% quality and 118% Sales rate. Top 10th percentile in the region. Introduced products and services to new and existing customers. Responded to all queries regarding billing disputes, technical issues and product inquiries. Responded to high level escalated issues, with customer resolve in mind. Monitored and reported the results of retention efforts. Generated escalation tickets for technical issues that could not be resolved over the phone. Made outgoing sales calls for soliciting business from new customers. I maintained a company standard quality level with the focus being customer retention and sales.

Available Upon Request