ALYSSA PIZARRO
NY,NY
Summary
Strategic-thinking individual experienced in tech marketplaces. Special strengths with scaling teams in high-growth and high-change environments and driving key initiatives across the business.
Overview
8
8
years of professional experience
Work History
VP of Operations (CareOps)
ShiftMed
01.2022 - Current
- Own and scale major customer experience verticals for the business. Team of over 200 excluding offshore operations. These verticals include but are not limited to Support (omnichannel 24/7), Proactive Support, Credentialing and Onboarding, L&D, QA, Payroll and Disputes. Levels of omnichannel volume in the 20k+ range weekly. Over 500k interactions handled by Q4.
- Scaled the support team over 350% in 5 months, leading to a 67% improvement in call answer rate. Achieving a 90%+ avg answer rate.
- Scaled the Credentialing and Onboarding teams to grow our WoW hire rate to 2k credentialed health care professionals hired as W2 employees. Achieved this 40% improvement within 5 months of taking on the team.
- Offshored 90% of support averaging at about 20k interactions weekly within an aggressive 6 week ramp period leading to an annualized 600k savings for the business.
- Built a collaborative process with C-Suite and Product to provide weekly insights on Experience to drive product roadmap and operational prioritization.
- Increased company profits through performance optimization strategies and efficiency improvements. Including launching a campaign team to lead testing revenue driven ideas to test live in market and then reporting results to Product and C-Suite for recommended product roadmap to drive revenue through automation.
- Attended client meetings, promoting company brand and building rapport with prospects and partners.
- Developed and implement a Customer Experience and Product strategy that effectively addresses customer needs and drives customer advocacy via a cross departmental workstream combining Data Analytics, Product, Marketing, Operations, Support and Credentialing.
- Partner with Senior Leadership team on driving operational efficiencies, automation and customer focused product roadmap.
Senior Director, Experience
Rhino
01.2022 - 01.2022
- Built out and oversaw four key teams leading customer experience in a B2B2C business model. Including: Claims, Operations, Quality (inclusive of Quality Assurance, Training and Customer Advocacy) and Support).
- Designed and lead quarterly business goals across all verticals aligned with company milestones and success metrics.
- Instituted formal operating procedures and enforced adherence to policies and regulations that impacted bottom-line.
- Led the strategy on boosting reviews on review platforms such as BBB, Google and TrustPilot. Including moving from a 2.5 star averages on Google and TrustPilot to 4.5 or higher within a single quarter.
- Designed an experience-friendly SOP for leadership team to balance high priority business needs with day-to-day operational successes. Including a project management tool and regular check-ins and reporting to monitor WoW and QTD deliverables.
- Continued to scale the Experience group as needed through hyper-growth in a fast changing startup environment. Including but not limited to scaling a team over 1000% in a single year (remotely). Including but not limited to also scaling our international BPO team based in Honduras.
- Designed reporting capabilities through partnering with Data Engineering and Business Intelligence to monitor business health and drive insights to improving the customer experience from a marketing, operations and product lens.
- Designed reporting capabilities through partnering with Data Engineering and Business Intelligence to monitor business health and drive insights to improving the customer experience from a marketing, operations and product lens.
- Led the yearly planning for Experience, including vendor management, working with FP&A and Executive team for strategy and growth potential tied to business milestones.
- Built out project management framework to optimize leaders to focus on driving results through all tactical projects committed to per quarter. Essentially this is a SOP for project management tied to each vertical and its leader to ensure two key things: 1) Every comment made to a project/deliverable was tied to a team or company goal and 2) Clear accountability at the lead and managerial level.
- Oversaw a redesign of Zendesk (CRM) architecture to build infrastructure design to drive insights into the product experience for customers. Including but not limited to data around customer experience pre-bind and post-bind.
- Led development of business operation processes and policies.
Director, Support
Rhino
07.2020 - 06.2021
- Joined Rhino as the first ever Director of Support, built the team from 2 headcount to over 500% growth within the first 5 months of joining. (Remotely)
- Launched the first tiered support strategy optimizing for response times for customers. Moving the needle from over 3k in a backlog with an average time to first reply of over 162 hrs via email to 4 hrs of less response time and no backlog by December of 2020. (Inclusive of Zendesk Administrative redesign of architecture)
- Built a BPO team in partnership with Rhino, scaled consecutively as scaling the in-house support team.
- Within 6 months of joining launched beyond email as the single channel of support to also offering chat and inbound phones.
- Built out first ever Internal Knowledge Base for Support to document processes and trainings for scale.
- Built out additional verticals including Operations, Product Support, Quality (Quality Assurance, Training and Customer Advocacy).
- Designed career frameworks for leveling within the Experience group, inclusive of performance scorecards and career experiences. Resulted in over 10 internal promotions within 1 year.
Manager, Community Support
Meetup (WeWork)
04.2019 - 06.2020
- Built out over 4 programs internationally at scale through BPO partnerships. Including but not limited to the Philippines, Brazil, Honduras and the domestic U.S.
- Work directly with C-suite and lead team to curate engaging and product relevant content, focused on driving success around company OKRs and employee culture.
- Owner of Community team Q1 company OKR to create and implement a quality assurance program with key metric to drive insights around quality of support, and to identify training and documentation needs. Created customized scorecards for HQ and external support teams (45 agents in total), with a process that samples over 2% of total agent output. Resulted in an average support score of 92%, above 85% minimum expected goal and typical industry standard.
- Created a scalable on-boarding program for the support team, reducing onboarding time from four months to a six-week ramp up. Including building out training documentation and resources within the internal knowledge base system (Confluence). Resulted in ROI of 40% more productivity from agents within their first two months of production.
- Optimized internal knowledge base searches by 60%.
- Delivered 2019 proposal to C-Suite level executives on top initiatives to drive employee engagement and retention.
- Lead a team of 8-12 Community Specialists to focus on quick, accurate, helpful responses that enforce an average resolution time of 21 hours or less across email channel.
- Adjusted job assignments and schedules to keep pace with dynamic business needs, factoring in processes, employee knowledge and customer demands.
Associate Manager, Community Support
04.2018 - 03.2019
Supervisor
Lending Club
05.2017 - 04.2018
- Ensure team provides excellent service for all email inquiries from investors.
- Coach, train, and develop the team.
- Ensure adherence to policies and Quality Assurance expectations, conduct email monitoring and auditing.
- Hire and retain employees, motivate and inspire team to achieve higher levels of performance Liaison between teams in the investor group as well as other business partners (Compliance, Legal, Quality Assurance, People Success, Mission Control, our custodian SDIRA Services and Folio Investments, Inc.) Improve operational efficiency through process definition and management.
- Experience with Confluence, Salesforce, Cisco, Jabber, Microsoft Office, JIRA, Postman.
Senior Investor Services Associate
02.2016 - 04.2017
Education
Master of Arts - Ethnic Studies, Critical Race Theory & Equity
San Francisco State University
2015
Skills
- Large scale project and team management
- Budget Management
- Legal and Regulatory Compliance
- People Management
- Contract and Vendor Management
- Hiring and Retention
- Strategic Planning
- Organizational Development
- Team Building
- Team Collaboration
- Clinical Operations at Scale
- Project Planning
- Verbal and Written Communication
- Managing Operations and Efficiency
Timeline
VP of Operations (CareOps)
ShiftMed
01.2022 - Current
Senior Director, Experience
Rhino
01.2022 - 01.2022
Director, Support
Rhino
07.2020 - 06.2021
Manager, Community Support
Meetup (WeWork)
04.2019 - 06.2020
Associate Manager, Community Support
04.2018 - 03.2019
Supervisor
Lending Club
05.2017 - 04.2018
Senior Investor Services Associate
02.2016 - 04.2017
Master of Arts - Ethnic Studies, Critical Race Theory & Equity
San Francisco State University