Brianna Alvarez
Las Vegas,NV
Summary
Bilingual Customer Care Team Lead with expertise in resolving complex inquiries and de-escalating concerns to improve customer satisfaction. Experienced in CRM systems and documentation, excelling in fast-paced environments. Led customer care teams to enhance processes and coached team members to elevate performance and productivity.
Overview
9
9
years of professional experience
Work History
Bilingual Customer Care Team Lead
Sunbit
Las Vegas, USA
08.2025 - Current
- Promoted to Bilingual Customer Care Team Lead II in January 2026
- Lead and support frontline agents in real time, providing coaching, guidance, and escalation support in a fast-paced environment
- Handle escalated supervisor and RCC payment calls, resolving complex customer issues efficiently
- Develop targeted coaching plans to improve performance, quality metrics, and customer experience
- Collaborate with cross-functional teams (Resolutions, Fraud) to address complex cases and streamline processes
- Analyze performance trends and implement strategies to improve team effectiveness and service quality
Bilingual Digital Support Associate II
Sunbit
Las Vegas, USA
04.2024 - 08.2025
- Promoted to Bilingual Digital Support Associate II in January 2025
- Delivered bilingual customer support via chat, email, and phone, improving customer satisfaction
- Collaborated with cross-functional teams to resolve complex cases and improve resolution times
- Led user training sessions and created instructional materials to drive product adoption
- Maintained accurate CRM records to support data integrity and reporting
- Recognized as top performer (August 2024 & April 2025) for highest volume of customer interactions
Bilingual Customer Care Associate II
Sunbit
Las Vegas, USA
09.2023 - 04.2024
- Promoted to Bilingual Customer Care Associate II in April 2024
- Delivered bilingual customer support, resolving complex inquiries and de-escalating concerns
- Communicated effectively to enhance customer satisfaction and build strong relationships
- Maintained accurate CRM documentation while multitasking across channels
- Exceeded KPI metrics for two consecutive months, demonstrating strong performance (December 2023 and January 2024)
Chiropractic Assistant
Desert Pines Rehabilitation
Las Vegas, USA
02.2023 - 09.2023
- Assessed patients and developed personalized treatment plans
- Delivered individualized rehabilitation therapy to support patient recovery
- Applied evidence-based techniques to improve physical and cognitive function
- Collaborated with interdisciplinary teams to coordinate care
- Educated and supported patients and families to encourage engagement
Wireless Associate
Walmart
Las Vegas, USA
11.2016 - 12.2020
- Assisted customers with wireless products, plans, and troubleshooting to enhance satisfaction
- Set up and activated devices, resolving technical issues
- Provided product demos and tailored recommendations to drive sales
- Maintained organized sales floor and inventory to improve customer experience
- Processed transactions and managed cash reconciliation accurately
- Trained team members on Photo Lab and Site-to-Store processes
Education
Bachelors of Arts - Speech Language Pathology
Nevada State University
Henderson, NV05-2028
Associates of Arts - International Languages in Spanish
College of Southern Nevada
Las Vegas, NV05-2020
High School Diploma - Health Science
Southeast Career Technical Academy
Las Vegas, NV06-2016
Skills
- Salesforce
- Five9
- CRM Systems
- Customer service
- Coaching and mentoring
- Conflict resolution
- Slack
- Microsoft Office
- Google Slides
- SOL (Student Organization of Latinos)
- Communication skills
Languages
English
Native/ Bilingual
Spanish
Native/ Bilingual
Timeline
Bilingual Customer Care Team Lead
Sunbit
08.2025 - Current
Bilingual Digital Support Associate II
Sunbit
04.2024 - 08.2025
Bilingual Customer Care Associate II
Sunbit
09.2023 - 04.2024
Chiropractic Assistant
Desert Pines Rehabilitation
02.2023 - 09.2023
Wireless Associate
Walmart
11.2016 - 12.2020
Bachelors of Arts - Speech Language Pathology
Nevada State University
Associates of Arts - International Languages in Spanish
College of Southern Nevada
High School Diploma - Health Science
Southeast Career Technical Academy