Jason Alvarado

• Manage and resolve customer inquiries via multiple channels using Zendesk, maintaining high customer satisfaction metrics

• Provide advanced technical support for mobile app and web platform, including login issues and device troubleshooting

• Identify and escalate recurring issues to product teams, contributing to platform improvements

• Process member applications with strict attention to compliance and accuracy guidelines

• Collaborate with cross-functional teams to resolve complex technical challenges

• Handled 20-40 daily customer phone calls, providing personalized support

• Demonstrated strong problem-solving skills by proactively researching and providing solutions for complex member inquiries

• Utilized internal software (ASD) to maintain detailed interaction records and ensure accurate follow-up

• Coordinated with healthcare providers and internal teams to resolve member issues efficiently

• Led and trained teams of 5+ employees, improving operational efficiency and customer service standards

• Implemented new procedures and workflows to streamline night operations

• Managed inventory systems and maintained accurate digital records

• Resolved customer concerns while maintaining high service standards

• Coordinated cross-functional teams to complete complex projects and meet deadlines

• Managed technical systems including the Library Retrieval System

• Conducted hiring interviews and trained new team members

• Provided technical assistance to library patrons while maintaining service excellence