Alex Y.

About Alex Y.

As an experienced Okta Escalation Manager with ~2 years of experience, I specialize in managing complex customer support cases and ensuring that customers receive timely and effective solutions. I have a strong background in Okta Identity Cloud, Okta Adaptive MFA, and Okta API Access Management and I use this expertise to lead cross-functional teams in resolving escalated customer issues.I have a proven track record of developing and implementing effective escalation management processes and procedures that ensure high levels of customer satisfaction. I am skilled in collaborating with support, engineering, and product teams to identify and prioritize issues, and I am experienced in managing customer communications and expectations throughout the escalation process.I am passionate about providing excellent customer service and building strong relationships with customers, and I am always looking for ways to improve customer support processes and procedures to help organizations operate more efficiently and effectively.

Experience

1. Senior Escalation Manager

   Okta

   May 2024 — Present

Education

• California State University, Fullerton

  Bachelor of Business Administration (B.B.A.), Information Systems Technology

  2011 — 2012

Skills

• Windows Xp
• Networking
• Microsoft Word
• Databases
• Access
• Customer Service
• Windows 7
• Os X
• Mac Os X
• Vmware
• Javascript
• C#
• Servers
• Troubleshooting
• Powerpoint
• Microsoft Excel
• Training
• Microsoft Sql Server
• Software Documentation
• Linux