ALEC BORSKY-ZICK
SF BAY AREA
Summary
CX operator with expertise in AI-driven workflow optimization and performance analytics. Demonstrated success in scaling operational systems, enhancing automation, and leveraging customer insights for product impact. Combines technical architecture knowledge with data analysis to boost resolution rates, elevate CSAT, and foster cross-functional collaboration. Committed to developing scalable AI-powered systems that improve customer experience and operational efficiency.
Overview
6
6
years of professional experience
Work History
Senior Customer Care Associate
Lattice
San Francisco
05.2024 - Current
- Delivered consultative product support across complex customer environments while consistently exceeding KPIs and maintaining a 90%+ CSAT score.
- Collaborated with Product and cross-functional teams during product launches, ensuring Customer Care insights informed feature improvements and release preparedness.
- Functioned as Subject Matter Expert for Compensation, pinpointing friction points and gathering structured feedback for Product, Engineering, Sales, and Marketing.
- Designed and launched internal AI-powered ChatGPT bots that streamlined teammate workflows, reduced time to publish by 75%, and improved content quality with fewer Knowledge team edit requests.
Claims Manager Team Lead
Mulberry Technology
New York
01.2021 - 01.2024
- Spearheaded scaling claims department as third hire, growing headcount 250% and facilitating 2 internal promotions
- Resolved claims within 48 hours, achieving a 90% success rate, exceeding industry standards by 25%.
- Designed and implemented policies and new product features through cross-collaboration with Sales, Product, and Engineering teams, resulting in 80% average customer experience response on Trustpilot
- Established and monitored workflows in Zendesk and Airtable, enhancing automation processes by 50%
- Oversaw partnerships with over 5 underwriting vendors & over 75 active retailers exceeding revenue of $200M
Logistics Coordinator Lead
Tire Agent
New York
01.2020 - 01.2021
- Managed end-to-end logistics operations, overseeing 45% increase in on-time order processing, and collaborating with 3 large suppliers to exceed customer expectations
- Tracked and analyzed 8 key performance indicators (KPIs) such as shipping times and order accuracy to identify improvement areas and implement proactive measures
- Implemented new platforms resulting in a 50% increase in data management efficiency, transitioned to more robust systems to enhance accuracy, and maintained data integrity by 80%
- Established comprehensive standard operating procedure documents, streamlining operations and enhancing service quality consistency
Education
California State University-Sacramento
01.2009
Skills
- AI and automation
- Workflow design and optimization
- Knowledge base architecture
- Data analysis and reporting
- Trend identification
- SQL fundamentals
- Performance dashboarding
- Operational leadership
- Zendesk management
- Product feedback management
- Process design and documentation
- Escalation strategy
Timeline
Senior Customer Care Associate
Lattice
05.2024 - Current
Claims Manager Team Lead
Mulberry Technology
01.2021 - 01.2024
Logistics Coordinator Lead
Tire Agent
01.2020 - 01.2021
California State University-Sacramento