Jared Alvarez
Great Falls,MT
Summary
Highly-organized Customer Support Manager skilled in developing large teams in a remote environment and overseeing complex projects with general oversight. Effectively communicates within and outside function to gain cooperation on operational processes, practices and procedures. Documented leadership success in making substantial enhancements to team performance and improving the overall customer experience.
Overview
6
6
years of professional experience
2
2
years of post-secondary education
2
2
Certifications
Work History
Sr. Supervisor, Tier 2 Technical
Peloton
Plano, TX
02.2022 - 10.2023
- Managed group of team leads and technical support specialists who conducted advanced troubleshooting with average of 5,000 customers and service technicians each week.
- Recruited, hired and trained staff and provided ongoing feedback and performance evaluations for development.
- Coordinated, supervised and evaluated work of team members to ensure quality and satisfaction score of at least 92% was achieved.
- Established quality assessment process to measure performance with specialists which improved first contact resolution by 20%.
- Monitored service levels and coordinated with workforce management to ensure SLA of 90% was always met
- Delivered monthly and quarterly performance reviews and created individual development plans to assist team members with their professional growth
- Implemented several cost savings initiatives that prevented over $2 million in misdiagnosed orders
- Met weekly with field service teams to discuss customer dissatisfaction trends and were able to establish SOPs that improved customer satisfaction by 6% (88 – 94%)
- Worked cross-functionally with internal teams to test and pilot Salesforce, successfully launching within 60 days
- Founding member of work-from-home engagement team which improved NPS by 10% in annual engagement survey.
- Served on work from home engagement committee to recommend strategies that improved team engagement.
Supervisor, Technical Support
Plano, TX
10.2020 - 02.2022
- Managed operations across four lines of business (Apparel, Delivery, , and Billing) while directing various department leaders
- Launched corporate wellness support team which grew from 3 – 44 corporate accounts
- Worked cross-functionally to assist with early field testing for 4 product launches
- Established a group of customer retention specialists which successfully improved retention rate by 11%
- Oversaw admin duties for the company time-keeping system and served as department superuser for 14 leaders
- Developed a centralized dashboard that stored employee data (KPIs, notes, documented feedback) for over 500 employees
- Implemented a coaching template that aligned the 1:1 experience for all leaders and reporting team members
- Established escalation process for 3rd party logistics teams which reduced wait times from 2 weeks to 48 hours
- Developed an internal support team to answer questions for less tenured agents which helped reduce customer hold times
- Facilitated quality calibration sessions among leaders and maintained a less than 5% variance in graded tickets
- Led regular team meetings to provide updates, collect feedback, and highlight top performers
- Served as PEAK project manager responsible for the execution and communication of key process changes during the holidays.
Operations Supervisor
FCR
Great Falls, MT
08.2018 - 10.2020
- Hybrid/Remote)
- Managed day-to-day operations for various clients, seeking assistance with their customer support functions
- Actively supervised channels (calls, emails, chats, tickets, etc.) always maintaining a 90% or higher SLA
- Conducted monthly, quarterly, and annual reviews for a team of 4-5 leads, each with 10 subordinates
- Developed creative engagement strategies to foster effective working relationships with peers, senior leadership, and clients
- Discussed trends, wins, and opportunities in weekly business reviews and provided clients with feedback around process gaps
- Met bi-weekly with engineering and discussed customer contact trends
- Operated with a bias for action and a strong sense of ownership to resolve customer disputes and escalations
- Used data to improve processes and procedures continuously.
Team Lead, Technical Support
Great Falls, MT
11.2017 - 08.2018
- Oversaw a team of 10 technical support specialists who performed tier 2 troubleshooting with customers
- Performed quality assessments on emails, chats, and phone calls and conducted weekly 1:1s
- Developed training decks, resources, and customer-friendly macros to improve productivity
- Facilitated quarterly uptraining to help with knowledge retention
- Led team meetings to collect feedback and set goals for the team.
Technical Support Specialist
Great Falls, MT
07.2017 - 11.2017
- Provided real-time guidance to Customer Support and acted as a subject matter expert regarding technical inquiries
- Escalated complex issues to relevant technical / engineering teams
- Managed multiple lines of work and prioritized business needs while processing orders (parts sales, order creations, and hardware/software troubleshooting) while working multiple channels of communication (Emails, Chats, and Phones)
- Guided customers through troubleshooting steps and documented successful workflows
- Stayed up to date on product knowledge and troubleshooting techniques
- Assisted with software installations, configurations, and updates
- Maintained a high level of customer satisfaction through timely and effective support.
Education
Bachelor of Arts - Information Technology
Southern New Hampshire University
New Hampshire 02.2023 - Current
Some College (No Degree) - History
Northern Arizona University
Flagstaff, AZ 01.2012 - 05.2013
Skills
Microsoft Office Excel Google Workspace Google Sheets
Zendesk Salesforce Talkdesk Genesys Jira
Tableau Looker Power Bi SQL
Call Center Management Remote Team Management Project Management
Verbal and Written Communication
Accomplishments
- Certifications:
- Google Data Analytics Professional
- Training and Development Certificate
Certification
Google Data Analytics Certificate
Timeline
Bachelor of Arts - Information Technology
Southern New Hampshire University
02.2023 - Current
Sr. Supervisor, Tier 2 Technical
Peloton
02.2022 - 10.2023
Supervisor, Technical Support
10.2020 - 02.2022
Operations Supervisor
FCR
08.2018 - 10.2020
Team Lead, Technical Support
11.2017 - 08.2018
Technical Support Specialist
07.2017 - 11.2017
Some College (No Degree) - History
Northern Arizona University
01.2012 - 05.2013