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LauraAlvarezLincoln,NE|720.833.1608|[email protected]
CustomerCareLeaderPersonable and versatile Customer Care Leader with more than five years of experience providing exceptionalcustomer service, including within the technology field. Comprehensive expertise in account management,technology solutions, interpersonal communications, and staff coaching and training. Demonstrated history ofdirecting teams through quality assurance reviews utilizing performance metrics to monitor results. Proficient inSalesforce,Slack,andavarietyofweb-basedapplications.
CORECOMPETENCIES
CustomerService|TechnicalSupport|AccountManagement|TeamLeadership|ClientNeedsAnalysisWebsiteDesignandTroubleshooting|SaaSImplementation|QualityAssurance|EscalatedComplaintsResolutionProductEngagement|TrainingandCoaching|ContinuousImprovement|PerformanceMetrics|DataAnalysis
Cross-FunctionalCollaboration|WorkflowPrioritization|InterpersonalCommunications|AdministrativeSupport
EXPERIENCESANDACHIEVEMENTS
FIRESPRING,Lincoln,NE 12/2014–PresentSaaSSupportAccountManagerAnalyze customer needs and develop customized client training, support, and technical solutions to ensuresatisfaction. Assist customers with troubleshooting and resolution related to website and email services, oftenconducting detailed research to find a solution. Provide consultation to customers on optimizing websites,integratingresponsivedesign,visuallyengagingcontent,andSEOmetricsandanalytics.Maintainbrandconsistencyfor excellence in all customer interactions.Manage recordkeeping of client relationships and issues in Salesforce.Oversee escalation of bug reports and requests for engineering enhancements, engagingwith appropriate teamsthroughSalesforceandSlack.
♦ FacilitatedtrainingforclientsonwebsitedevelopmentutilizingSpringboard,acontentmanagementtool.♦ Averagedmorethan110closedcustomercaseseachweek,maintaininghighcustomerfeedbackscores.♦ Authoredprocessmanualsandtrainingguidesforsupportteamsandendusers.♦ PromotedfromHelpDeskRepresentativepositionwithinfirstyear.
SOCIETYFORMINING,METALLURGY,ANDEXPLORATION(SME),Englewood,CO 3/2012–11/2014SeniorCustomerCareRepresentativeCoordinated events, including maintaining exceptional customer service with attendees and overseeing venuelogistics, such as catering contracts and site selection. Developed and distributed materials for LeadershipOrientationtraining,aswellasBoardofDirectorandNominationmeetings.Managedsupplyprocurementforofficeand kitchen, tracking inventory andbudget to ensure adherence to guidelines. Provided comprehensive executivesupporttoExecutiveDirectoroforganization,includingcalendarmaintenance,travelarrangements,recordkeeping,meetinganditineraryplanning,andtelephonereception.Processedinvoicesanddistributedpayments.
♦ Ledinternalandonsiteregistrationformeetingsandevents,servingupto9Kattendees.♦ Collaboratedwithcross-functionalteamondesignandimplementationofcompany’sfirstwellnessprogram.♦ Spearheadedintroductionofpaperlessmaterialsdistributionoption,improvingefficiencyandconsistencyof
communicationsamongteams.♦ Negotiatedpricingagreementswithnewsupplier,reducingcompanyexpensesby10%infirstyear.♦ Trainednewhiresincustomerservicestandardsandmeetingregistrationprocessesforcompany.♦ Redesigned travel itinerary template for Executive Director and introduced paperless option, decreasing
doublebookingsandeliminatingmissedflights.♦ Named Top Performer in 2013 for performance reinstating customer accounts through email campaigns,
massmailings,andincentiveprograms.♦ Promoted from Customer Care Representative role to serve in leadership position and two simultaneous
rolesasJuniorExecutiveAssistantandMeetingCoordinator.
LAURAALVAREZ Resume,Page2ROCKYMOUNTAINSMALLANIMALHOSPITAL,HighlandsRanch,CO 3/2010–3/2012LeadReceptionistMaintainedwelcomingenvironmentforveterinaryhospital,greetingallguestsandprovidingcalmingatmosphereforpeopleandpetsduringcrises.Cultivatedrapportwithclientsthroughongoingcommunicationsandcommitmenttoproblemresolution,utilizingresearchskillstofindsuccessfulsolutionsinatimelymanner.Processedpaymentsandmanagedappointmentcalendarsforhospital.
♦ Supervisedandmentoredreceptionteamofseven,aswellasdesignedworkschedules, trainednewhires,andprovidedone-on-oneprofessionaldevelopmentanddisciplinarycoachingasneeded.
♦ Selectedtomaintainandtroubleshootingcomputersystemsandsoftware.
EDUCATION
BachelorofScience,BusinessManagement,ColoradoStateUniversity,Anticipated12/2017
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