Summary
Overview
Work History
Education
Skills
Work Availability
Quote
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Hi, I’m

ALYSSA RENDON

Manager
Ventura, CA
ALYSSA RENDON

Summary

Strategic Thinker | Process Optimization | Cross-Functional Leader | Thought Partner | Project Manager | Stakeholder Management | Effective Communicator | Continuous Improvement Advocate | Mentor

Manager with 7 years of SaaS experience offering history of success coordinating and monitoring operations in a constantly evolving environment. Empathetic leader and creative problem-solver dedicated to streamlining operations to decrease costs and promoting organizational belonging and efficiency. Accountable with hardworking mentality to maintain high quality customer support.

Overview

11
years of professional experience
3
years of post-secondary education

Work History

Invoca
Remote, CA

Manager
02.2022 - Current

Job overview

  • Reduced average time to case resolution from 11 days to 6.5 days
  • Coached Customer Support Representatives to reduce time to first response by 50%
  • Developed and monitored daily KPRs to inform mentoring team members
  • Reduced process bottlenecks by training and coaching employees on practices, procedures and performance strategies
  • Regular evaluation of employees' strengths and assigned tasks based upon experience and training via 1:1 and feedback sessions
  • Onboarded new employees with training and new hire documentation.
  • Applied customer feedback to develop process improvements and support long-term business needs.

Invoca
Santa Barbara, CA

Customer Support Operations Team Lead
03.2020 - 02.2022

Job overview

  • Identified automation opportunities and implemented solutions with no-code tools to aid in management of day-to-day customer support operations, reducing waste by 20%
  • Project Manager for 2 external vendor software implementations
  • Development of Support program roadmap including quarterly goals to drive the strategic direction of Support organization
  • Create and monitor reporting dashboards to manage and optimize Support output and increase team accountability
  • Restructured case queues and implementation of formulaic prioritization for CSRs, reducing Support first response time by 30%
  • Implemented 5 Slack automation workflows to reduce time spent on scoping, resulting in 10% less support cases

Invoca
Santa Barbara, CA

Sr Customer Support Representative
03.2019 - 02.2020

Job overview

  • Support advocate in cross-functional partnership with Product to prioritize bugs, usability items, and discuss common customer pain points based on data and feedback
  • Improved queue management by segmenting Support queues by complexity, reducing average case age by 50%
  • Optimization of Managed Services workflow, allowing for 25% reduction in delivery of bulk requests to high ACV customers
  • Created internal Support workflows using Slack and Zapier to facilitate knowledge transfers, eliminating 5 hours of meetings per week

Invoca
Santa Barbara, CA

Customer Support Representative
09.2017 - 02.2019

Job overview

  • Developed framework to address common Support issues, reducing phone calls by 25%
  • Documented edge cases and best practices for customer pain points to free up Support resources
  • 1 of 14 recipients of Invoca’s President’s Club award (2018)
  • Owned Performance Marketing queue and developed insights into use cases and client pain points

Yardi
Santa Barbara, CA

Sales Support Specialist
07.2016 - 09.2017

Job overview

  • Drafted and analyzed contracts and addenda to verify proper legal and payment terms and ensure compliance with regulations and policy, on average 30 items per week
  • Worked with the sales and legal departments to establish and/or monitor acceptable deviations in standard terms and conditions

Salinas Valley State Prison
Soledad, CA

Office Technician
10.2008 - 08.2013

Job overview

  • In coordination with Inmate Records, Medical, Education, and Receiving & Release, managed the institutional project to transfer 200+ inmates over a six-week period
  • Analyzed 50 inmate grievances daily with varying degrees of confidentiality and urgency

Education

Arizona State University

Master of Science from Organizational Leadership
08.2021 - Current

University Overview

University of California

BA from Black Studies
06.2014 - 06.2016

University Overview

Senior Honors Program Award for Outstanding Scholarship in Black Studies

Skills

Staff Management

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Availability
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Quote

Some people say I have attitude - maybe I do... but I think you have to. You have to believe in yourself when no one else does - that makes you a winner right there.
Venus Williams

Timeline

Manager
Invoca
02.2022 - Current
Arizona State University
Master of Science from Organizational Leadership
08.2021 - Current
Customer Support Operations Team Lead
Invoca
03.2020 - 02.2022
Sr Customer Support Representative
Invoca
03.2019 - 02.2020
Customer Support Representative
Invoca
09.2017 - 02.2019
Sales Support Specialist
Yardi
07.2016 - 09.2017
University of California
BA from Black Studies
06.2014 - 06.2016
Office Technician
Salinas Valley State Prison
10.2008 - 08.2013

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ALYSSA RENDONManager