1. ALANNA POWELL
417 Miller Ave  Brooklyn NY 11207
Cell (917) 667-4110  alanna.powell@twcable.com
SUMMARY OF QUALIFACTIONS
PROFILE
 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.
WORK EXPERIENCE
Supervisor
 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
expectations.
 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
turnover.
 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
of operations.
 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
corporate office.
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
the inquiry.
Customer Service
 Resolved a wide range of customer problems and inquiries, including billing, technical and general
questions.
Collections/Retention specialist
 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.
WORK HISTORY
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
Education
High School diploma
ADDITIONAL TRAINING
♦ Performance Management ♦ Targeted Selection-for recruitment/hiring
♦ Leadership Academy ♦ Active Listening Skills
♦ S3 ♦ Compass Behaviors

3. References and Transcripts available upon request