Alicia Valdespino
Henderson,NV
Summary
Adept at converting complex challenges into actionable solutions, enhancing processes for efficiency, and fostering client relationships through empathy and trust, leveraging unique blend of leadership expertise, technical acumen, and psychological insight to achieve transformative results for customers and organizations.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Legal Intake Coordinator
Alert Communications
02.2025 - Current
- Executed thorough intake interviews to obtain critical case information, including personal details and incident facts.
- Reviewed potential cases against firm criteria for proper escalation to attorneys when warranted.
- Articulated next steps, intake process details, and necessary documentation requirements to clients clearly.
- Recorded client data in CRM and legal systems accurately for reliable record-keeping.
- Verified completeness and compliance of all records according to firm standards.
- Arranged consultations and follow-up meetings with attorneys and case managers for streamlined operations.
Senior Operational Manager Customer Solutions
Asurion
11.2015 - 01.2025
- Directed daily operations of Customer Solutions team to maintain service excellence.
- Developed and executed strategies that improved customer satisfaction and retention rates.
- Set up key KPIs and accountability measures for team performance evaluation.
- Mentored customer solutions teams to enhance their skills and effectiveness.
- Promoted a culture of collaboration, innovation, and ongoing improvement initiatives.
- Evaluated critical performance metrics including SLAs, CSAT, NPS, churn, and response times.
- Introduced systems that enhanced efficiency and scalability of operations.
- Leveraged data insights to forecast capacity needs and identify operational risks.
Tier Two Technical Resolution
Sitel
10.2011 - 10.2013
- Diagnosed and resolved moderately complex software and hardware issues efficiently.
- Handled escalated technical issues from Tier 1 support to ensure prompt resolution.
- Provided step-by-step guidance to customers, simplifying complex concepts.
- Documented troubleshooting processes in knowledge base for improved future support.
- Ensured compliance with SLAs by tracking and managing customer issue resolution.
Education
Master of Science - Applied Psychology
University of Southern California
Los Angeles, CA08.2009
Skills
- Strategic communication skills
- Problem-solving abilities
- Leadership development
- Client service excellence
- Process enhancement strategies
Certification
- Six Sigma Black Belt Leader
Timeline
Legal Intake Coordinator
Alert Communications
02.2025 - Current
Senior Operational Manager Customer Solutions
Asurion
11.2015 - 01.2025
Tier Two Technical Resolution
Sitel
10.2011 - 10.2013
Master of Science - Applied Psychology
University of Southern California