Alexander Akana

• Managing strategic direction of Tier 2 and T3 Service Delivery engagement consisting of 6 teams and 50+ direct reports
• Leveraged resources of both people and technology to meet expectations set by 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 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 more effectively handle incoming calls, track performance and improve overall service delivery excellence
• Responding to off-hour emergencies 7 days week, 365 Support Center.

• Demonstrated knowledge of company mission and goals and mentored employees in reaching objectives aligned with company core values
• Cross-trained and provided backup support for organizational leadership
• Coached team leads in customer service techniques, providing feedback and encouragement toward reaching engagement KPI's
• Conducted training and mentored team members to promote productivity and commitment to quality
• Assisted with new hire processing and existing training programs

• Participated in team-building activities to enhance working relationships
• Managed team of employees, overseeing hiring, training and professional growth of employees
• Developed and implemented performance improvement strategies and plans to promote continuous improvement

• Established open and professional relationships with team members to achieve quick resolutions for various issues
• Coached and trained support agents in techniques necessary to meet engagement standards in productivity and quality
• Trained new team members in relevant support information

• 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 inquires
• Responded to high level escalated issues, with customer resolve in mind
• Monitored and reported the results of retention efforts
• Generated escalation tickets for problems that could not be resolved over the phone
• Made outgoing sales calls for soliciting business from new customers
• Maintained a company standard quality level with the focus being customer retention.

• Implemented employee incentive programs to promote positive work culture and increase retention
• Documented performance review schedule and monitored management for timely completion
• Applied consultative approach and established script responses to overcome customer objections

• Acquiring PC and Laptop hardware and software.
• Transferring current licenses or obtaining new software licenses as needed.
• Scheduled the move of devices, monitors and docking stations and disposing of old equipment for Boeing Engineers.
• Prioritizing work queue, and keeping up with department needs and production quotas.
• Weekly meetings to discuss proficiency and productivity.
• Used SQL to provide reports and statistics to management.

• Project coordination and implementation of new programs and processes based on client and company demands.
• Regular evaluation of current effectiveness of procedures and making changes as necessary.
• Proofread and checking quality of printed material and using creative judgment to ensure company and client standards are met.
• Create and maintain up to date and accurate spreadsheets, database and graphs for inventory management, cost analysis and effectiveness of product according to statistical data gathered.
• Communication and coordinating with other departments to resolve inquires.
• Coordinate and process orders with follow through from conception to shipping, also making recommendations on how best to meet departmental and company goals.
• Manage all aspects of billing for presentation to management.
• Provide detailed billing instructions while showing a breakdown of dollars used (i.e. freight, print costs, warehousing etc).

• Provided work direction and supervision for a team consisting of approximately 15 CSR’s.
• Reviewed and monitored real time service levels and daily performance reports to ensure that established performance standards were met.
• Monitored and evaluated the quality of inbound customer service and sales.
• Provided coaching and individual feedback to staff based on the monitoring for performance improvement.
• Recommended on-going and/or refresher training programs to address employee needs and skill development.
• Served as a primary resource and subject matter expert in order to assist staff with technical, service, and procedural inquiries. Handled and resolved escalated calls and customer complaints; determined appropriate action and/or adjustment.