1. ALANNA POWELL
417 Miller Ave Brooklyn NY 11207
Cell (917) 667-4110 email@example.com
SUMMARY OF QUALIFACTIONS
20 years of successful sales experiences and recruiting.
15 years of success in technical support, customer relations and administration.
A history of progressively increasing performance and effectively managing personnel,
operations and productivity.
Ranked top 5 out of 28 supervisors for the last 4 years. Received quarterly recognition for the
last 6 out of 7 quarters.
Strong communication, interpersonal relations, and leadership skills; ability to relate well with
clients and management at all levels.
Ability to priorize effectively and adapt to changing environments.
Supervised a team of 15-17 employees and support activities for management; Instrumental in
developing team members through effective delegation and communication of clear and consistent
Responsible for maintaining employee records and accurate preparation of management reports.
Assisted in hiring, recruiting, training and selection of all employees to boost morale and minimize
Skillfully resolved major complaints and inquiries of customers on sensitive issues surrounding
errors and services.
Implemented systems and procedures to reduce costs, improve customer service and profitability.
Assigned duties and shifts to workers and observed performance to ensure adherence to policies
and operating standards.
Worked with other supervisors, operation managers and employees to ensure the smooth running
Responsible for training and developing employees.
Responsible completing payroll and tracking attendance.
Held employees accountable for not meeting metrics, not adhering to business standards and not
adhering to the attendance policy.
Quality Assurance Specialist
Coached agents with the goal of improving skills in sales, procedures/processes, tools, and
communication to enhance the quality of the customer experience.
Partnered with senior level management to develop and implement strategies to improve
customer service surveys.
Created training and job aid materials for corporate quality assurance guidelines.
2. Conducted quality assurance procedure and sales trainings.
Addressed VIP complaints, which consisted of resolving customer complaints received by the
Help desk /Client Relations
Responsible for taking supervisor escalation calls, providing customers with a resolution.
Communicate with other department in order to resolve customer’s ongoing issues.
Followed up with customer to ensure customer satisfaction.
Coached agents on proper resolutions.
Assisted the research department with correspondence letters, responded with a resolution to
Resolved a wide range of customer problems and inquiries, including billing, technical and general
Contacted customers with delinquent accounts to advised them of the past due status.
Made payment arrangements.
Retrieved and processed payments.
Contacted banks and credit card companies to obtain approvals for payments.
Time Warner Cable SUPERVISOR 2008- Present
Time Warner Cable QUALITY ASSURANCE 2005-2008
Time Warner Cable Helpdesk/Client Relations 2004 - 2005
Time Warner Cable CUSTOMER CARE PROFESSIONAL 2003 - 2004
Time Warner Cable COLLECTIONS/RETENTION 2000- 2003
High School diploma
♦ Performance Management ♦ Targeted Selection-for recruitment/hiring
♦ Leadership Academy ♦ Active Listening Skills
♦ S3 ♦ Compass Behaviors