Michael Alexander
Sherman Oaks,CA
Summary
Dynamic professional with over 20 years of customer service experience, adept at engaging with the public and managing both incoming and outgoing communications. Recognized for exceptional written and verbal communication abilities, along with strong organizational, leadership, and teamwork skills. Committed to delivering outstanding service and driving continuous improvement in all aspects of work.
Overview
13
13
years of professional experience
Work History
Analyst, Quality Assurance
Spectrum / Time Warner Cable
01.2013 - 01.2018
- Handled the daily distribution of several reports to Spectrum management, including Aging Orders, PSU Summary, Employee Feedback and Compliments, and Webtech reports.
- Was responsible for the creation of over 80% of all QA reports distributed daily to the Quality Assurance department.
- Repeatedly exceeded expectations in data analysis, presentation, and query for new projects and reports requiring immediate attention.
Digital Voice & Telephone Provisioning Analyst
Spectrum / Time Warner Cable
01.2010 - 01.2013
- Provided all final level support with regard to telephony, voice, and voice mail provisioning as well as assist pre switch troubleshooting and analysis.
- Coordinated efforts between Sprint and Time Warner Cable regarding residential telephone number, ‘port in’ and ‘port out’ processes.
- Was responsible for completing all email requests received by the TWC PAC West region.
Production Analyst
Walt Disney Studios Home Entertainment
01.2007 - 01.2009
- Created, analyzed and maintained production schedules for both Blu-ray and DVD movie titles; includes production forecasting, incident management, and resource estimation of finished goods and dry goods components.
- Was responsible for over 30 percent of the Walt Disney Studios Home Entertainment Blu-ray and DVD catalog titles.
- Exceeded both, 'Fill Rate' and 'Backorder' goals set forth by Disney Home Entertainment.
Orion Service Desk IT Analyst
Amgen
01.2005 - 01.2006
- Provided 2nd level support to the national and international representatives of the Amgen Sales force.
- Technical support offered on a multitude of computer platforms and applications including Windows 2000 & XP, HP Handheld Device, MS Office 2000 & 2003, Outlook, Orion, Decade, Kronos, SecurID, Net Meeting, and Internet Explorer.
- Exceeded 80% closing rate of all incoming calls and assigned work orders.
Education
Bachelor of Arts - Radio-Television Broadcasting
California State University Northridge
Northridge, California01.1993
Skills
- Customer service expertise
- Client interaction proficiency
- Active listening
- In-depth product knowledge
- Effective customer complaint resolution
- Conflict resolution
Timeline
Analyst, Quality Assurance
Spectrum / Time Warner Cable
01.2013 - 01.2018
Digital Voice & Telephone Provisioning Analyst
Spectrum / Time Warner Cable
01.2010 - 01.2013
Production Analyst
Walt Disney Studios Home Entertainment
01.2007 - 01.2009
Orion Service Desk IT Analyst
Amgen
01.2005 - 01.2006
Bachelor of Arts - Radio-Television Broadcasting
California State University Northridge
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