Gina Alzate
Sterling,VA
Summary
A Director with over 12 years of experience in the Trust and Safety field, with strong communication and leadership skills and a focus on providing excellent legal compliance and customer service to Law Enforcement and Communication Service Providers. Adept at collaborating cross-functionally to accomplish company goals.
Overview
12
12
years of professional experience
Work History
Director of Record Management Services
Subsentio, LLC
Chantilly, VA
06.2018 - Current
- Currently leading a 24/7 team consisting of supervisors and legal compliance analysts
- Managing and prioritizing daily workload and performances
- Overseeing various operation projects such as on-boarding new clients and enhancing policies
- Building, scaling, and quadrupling the team based on departmental needs
- Support, train, coach, counsel, and resolve issues escalated from the analyst staff and supervisor team
- Draft and implement policies and processes to be used for daily operations
- Identify and make recommendations to remedy possible issues and improve performance associated to operational staff including proposed action plans
- Review statistical reports to determine trends and possible issues while ensuring key performance criteria is met
- Build and update process and procedures to help the analyst team and supervisors better execute their roles and responsibilities
- Providing quality service for over 200+ Communication Service Providers (CSPs)
- Establishing great client retention by enhancing customer experiences and maintaining good standing relationships
- Managing the vendor team responsible for development and deployment of company's proprietary record management system for 5+ years
- Create requirements based on data analysis and design needs that improve functionality and processing time
- Functional testing and bug reporting
- Overseeing new release deployments from the client/user level
- Managing client timelines and expectations for integrations
- Support proposal and contract drafting
- Lead strategic sales efforts to increase revenue by bringing on new clients and researching other market segments to expand to
- Created new policy and procedures for Digital Millennium Copyright Act (DMCA) compliance
- Defined, created, and oversaw requirements for company's proprietary record management database to automate handling of DMCA infringement notices
- Support various international data retention and compliance contracts
- As a member of the Executive Team, participate in weekly meetings and lead strategy operations to grow and manage the Records Production business
- Recruited, interviewed, hired and trained 20+ employees and implemented mentoring program to promote positive feedback and engagement
- Creating a fun work environment with team building activities that include both in-house and remote employees
Legal Services Supervisor
Subsentio, LLC
Chantilly, VA
04.2017 - 06.2018
- Managed performance and activities of analyst staff including reviewing case work for quality assurance
- Compiled, formatted, and audited external client reports and internal team productivity reports with trending analysis
- Held regular meetings with the legal department to stay up to date with the latest rulings and changes that would impact the departments process and procedures
- Intervened in analyst work when needed
- Managed 24/7/365 team schedule
- Prioritized client escalations
- Supported after-hours on-call emergency escalations
- Assisted with training and development of team members.
- Monitored team's performance and gave feedback when necessary.
- Handled customer complaints and inquiries.
- Responded to customer requests for products, services and company information.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Developed community reputation through commitment to customer satisfaction and strong client relationships.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Cultivated customer loyalty, promoted repeat business and improved sales.
Senior Legal Compliance Analyst
Subsentio, LLC
Chantilly, Virginia
06.2015 - 04.2017
- · Same duties as Neustar, Inc., Senior Legal Compliance Analyst
Senior Legal Compliance Analyst
Neustar, Inc
Sterling, VA
06.2011 - 06.2015
- Participated in emergency on-call support rotation, Reviewed various forms of criminal and civil legal demands for validity and ensured conformity with local, state, and federal laws
- Communicated directly with law enforcement and attorneys to resolve any deficiencies within the legal process request
- Created, queried, retrieved, and formatted the appropriate customer metadata records and subscriber information in response to the specifications in the legal demand
- Reviewed records produced for accuracy, responsiveness, and completeness
- Transmitted over 10,000 records to law enforcement agencies or attorneys issuing the legal process
- Reviewed and interpreted over 900 lawfully authorized surveillance orders and sent them to the appropriate team for implementation
- Participated in training of new data systems and created training guides
- Responded quickly and efficiently to exigent demands made by US and Canadian law enforcement regarding life threatening situations
- Managed entire process of case documentation, retrieval, and delivery of responsive data
- Resolved phone calls of status inquiries and legal demand compliance issues
- Handled annoyance and harassing call complaints for subscribers of direct clients
- Served as a fact witness, providing testimony for historical data records produced pursuant to criminal legal demands
- Translated for Spanish-speaking callers
Education
Paralegal Certificate -
George Mason University
Arlington, VA10.2011
Bachelor of Science - Criminal Justice Investigations
University of New Haven
West Haven, CT08.2010
Certificate in Law Enforcement Science - Criminal Justice Investigations
University of New Haven
West Haven, CT08.2010
Skills
- Notary Public for the Commonwealth of Virginia
- Outstanding Team Leadership and Staff Development
- Excellent Customer Service and Quality Assurance
- Positive Attitude and Great Work Ethic
- Exceptional Analytical and Critical Thinking
- Multitasking, Decision-Making and Prioritization
- Project Management
- Client Service Management
- Creative Problem-Solving
Languages
Spanish
English
Timeline
Director of Record Management Services
Subsentio, LLC
06.2018 - Current
Legal Services Supervisor
Subsentio, LLC
04.2017 - 06.2018
Senior Legal Compliance Analyst
Subsentio, LLC
06.2015 - 04.2017
Senior Legal Compliance Analyst
Neustar, Inc
06.2011 - 06.2015
Paralegal Certificate -
George Mason University
Bachelor of Science - Criminal Justice Investigations
University of New Haven
Certificate in Law Enforcement Science - Criminal Justice Investigations
University of New Haven