Jared Alvarez

Reviewed contact trends, formulated weekly reports, and established individualized plans to support professional growth of team members. Hired and mentored staff, while offering feedback to ensure optimal performance. Addressed customer pain points and managed overseas and north American customer service contractors. Enhanced first-contact resolution and sustained positive customer experience by devising assessment processes. Cultivated and maintained positive relationships with key stakeholders.

• Facilitated 5K customers per week through oversight of team leads and customer support specialists.
• Spearheaded development of employee guidelines, setting measurable benchmarks for productivity, quality, CSAT, and attendance; achieved 20% increase in customer satisfaction scores and reduced absenteeism by 15%.
• Interviewed, hired, and coached 30 new team members, while offering continuous feedback through coaching.
• Partnered with WFM to ensure timely resolution of customer inquiries, attaining 95% SLA during peak season and mitigating response time by 25%.
• Saved $2M+ in misdiagnosed service orders by implementing high-cost order evaluations on Tier 1 support.
• Improved quality compliance by 17% through strategic stretch goals in weekly meetings with customer support contractors.
• Served as member of work-from-home engagement team and led companywide activities that improved NPS by 10% in annual engagement survey.
• Attained promotion from Supervisor - Customer Support to Senior Supervisor - Customer Support by demonstrating exceptional performance and surpassing goals.

Operated with bias for action to resolve customer disputes and escalations while achieving maximum quality, satisfaction, and productivity.

• Provided high-level technical support to over 30 customers per day and resolved inquiries by phone, e-mail and chats consistent with department and team service levels/goals.
• Resolved diverse range of technical issues across multiple systems and applications for customers while maintaining quality score of 100%.
• Collaborated with engineering to escalate and address customer inquiries or technical issues.
• Maintained customer satisfaction of 95% through forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Analyzed customer feedback data to identify areas for improvement and recommended appropriate solutions.