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Laura Alvarez Lincoln, NE | 720.833.1608 | [email protected] Customer Care Leader Personable and versatile Customer Care Leader with more than five years of experience providing exceptional customer service, including within the technology field. Comprehensive expertise in account management, technology solutions, interpersonal communications, and staff coaching and training. Demonstrated history of directing teams through quality assurance reviews utilizing performance metrics to monitor results. Proficient in Salesforce, Slack, and a variety of web-based applications. CORE COMPETENCIES Customer Service | Technical Support | Account Management | Team Leadership | Client Needs Analysis Website Design and Troubleshooting | SaaS Implementation | Quality Assurance | Escalated Complaints Resolution Product Engagement | Training and Coaching | Continuous Improvement | Performance Metrics | Data Analysis Cross-Functional Collaboration | Workflow Prioritization | Interpersonal Communications | Administrative Support EXPERIENCES AND ACHIEVEMENTS FIRESPRING, Lincoln, NE 12/2014 – Present SaaS Support Account Manager Analyze customer needs and develop customized client training, support, and technical solutions to ensure satisfaction. Assist customers with troubleshooting and resolution related to website and email services, often conducting detailed research to find a solution. Provide consultation to customers on optimizing websites, integrating responsive design, visually engaging content, and SEO metrics and analytics. Maintain brand consistency for excellence in all customer interactions. Manage recordkeeping of client relationships and issues in Salesforce. Oversee escalation of bug reports and requests for engineering enhancements, engaging with appropriate teams through Salesforce and Slack. ♦ Facilitated training for clients on website development utilizing Springboard, a content management tool. ♦ Averaged more than 110 closed customer cases each week, maintaining high customer feedback scores. ♦ Authored process manuals and training guides for support teams and end users. ♦ Promoted from Help Desk Representative position within first year. SOCIETY FOR MINING, METALLURGY, AND EXPLORATION (SME), Englewood, CO 3/2012 – 11/2014 Senior Customer Care Representative Coordinated events, including maintaining exceptional customer service with attendees and overseeing venue logistics, such as catering contracts and site selection. Developed and distributed materials for Leadership Orientation training, as well as Board of Director and Nomination meetings. Managed supply procurement for office and kitchen, tracking inventory and budget to ensure adherence to guidelines. Provided comprehensive executive support to Executive Director of organization, including calendar maintenance, travel arrangements, recordkeeping, meeting and itinerary planning, and telephone reception. Processed invoices and distributed payments. ♦ Led internal and onsite registration for meetings and events, serving up to 9K attendees. ♦ Collaborated with cross-functional team on design and implementation of company’s first wellness program. ♦ Spearheaded introduction of paperless materials distribution option, improving efficiency and consistency of communications among teams. ♦ Negotiated pricing agreements with new supplier, reducing company expenses by 10% in first year. ♦ Trained new hires in customer service standards and meeting registration processes for company. ♦ Redesigned travel itinerary template for Executive Director and introduced paperless option, decreasing double bookings and eliminating missed flights. ♦ Named Top Performer in 2013 for performance reinstating customer accounts through email campaigns, mass mailings, and incentive programs. ♦ Promoted from Customer Care Representative role to serve in leadership position and two simultaneous roles as Junior Executive Assistant and Meeting Coordinator.
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Transcript of laresume (5)
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
