Jessica Alvarez
Montebello,CA
Summary
Workforce Management Leader with over 10 years of experience managing SLA-driven, customer-facing operations at scale. Proven ability to forecast demand, optimize staffing, and intervene in real time to protect service levels during high-volume periods. Experienced people manager with a strong record of using operational data to diagnose performance issues and drive corrective action. Skilled in strategic planning, team leadership, and data analysis with a consistent track record of improving performance metrics. Known for strong analytical skills and the ability to construct effective workforce management strategies that drive business growth. Leveraged these
Overview
11
11
years of professional experience
Work History
Manager, Strategic Outreach & Operations
University of La Verne
La Verne, California
08.2025 - Current
- Directed departmental operations to align with university objectives.
- Coordinated cross-functional teams, enhancing student services and increasing returning student enrollment by 10%.
- Formulated strategic initiatives to strengthen partnerships and improve program quality.
- Oversaw communication strategies for effectively relaying enrollment information to applicants.
- Served as a primary point of contact for senior academic and operational leaders, aligning program outcomes with institutional priorities.
- Led high-stakes conversations to address risks, resolve escalations, and maintain stakeholder confidence.
- Presented data-driven insights and recommendations to leadership to influence strategic decisions.
- Managed budget and resource allocation for university projects to optimize financial performance.
Associate Director
Western University of Health Sciences
09.2020 - 07.2025
- Drove strategic alignment among cross-functional teams, improving communication efficiency by 20%.
- Led customer onboarding initiatives to enhance user experience and satisfaction.
- Served as a primary point of contact for senior academic and operational leaders, aligning program outcomes with institutional priorities.
- Led high-stakes conversations to address risks, resolve escalations, and maintain stakeholder confidence.
- Presented data-driven insights and recommendations to leadership to influence strategic decisions.
- Developed training materials for internal staff on customer success processes and procedures.
- Managed a portfolio of four academic programs serving 2,000 customers and institutional partners.
- Monitored adoption, satisfaction, and retention metrics to identify risks and opportunities.
- Prioritized resources based on customer impact and strategic value.
- Tracked customer satisfaction metrics, achieving a 10% increase in application engagement.
- Managed and coached a seven-member team across California and Oregon, establishing performance goals and conducting reviews.
- Developed team capabilities in customer engagement, data analysis, and stakeholder communication.
- Led change management initiatives during process and system transitions to ensure smooth implementation.
- Collaborated with marketing and leadership to launch new initiatives aligned with customer demand and institutional strategy.
Assistant Director
University of La Verne
10.2017 - 09.2020
- Executed customer engagement strategies, achieving 15% increase in satisfaction scores.
- Managed relationships with key accounts to enhance retention and engagement.
- Analyzed customer data to identify trends and optimize service delivery processes.
- Coordinated cross-functional teams to resolve client issues efficiently.
- Developed comprehensive training materials for staff on customer success procedures.
- Partnered with departments to address complaints promptly and effectively.
- Tracked customer satisfaction metrics including adoption rates and feedback surveys.
- Led outreach initiatives to engage prospective students through diverse channels.
Assistant Director
The Art Institute of California-San Francisco
10.2014 - 10.2017
- Spearheaded customer engagement programs, achieving 25% increase in retention through proactive issue resolution.
- Standardized compliance communications to ensure regulatory adherence and reduce service infractions.
- Developed innovative client advocacy strategies, surpassing quarterly engagement metrics by 10-20%.
Education
Doctorate of Education - Organizational Leadership
University of La Verne
La Verne, CAMasters of Arts - Organizational Leadership
Argosy University
Alameda, CABachelors of Arts - English Literature
University of La Verne
La Verne, CASkills
- Customer success and relationship management
- Portfolio and program management
- Executive stakeholder engagement
- Data analysis and insights
- People leadership
- Change management
- Risk and compliance management
- Conflict resolution
- Data-driven decision making
- Effective communication
- Initiative development
- Process improvement
- Microsoft Office Suite and Google Workspace proficiency
- SCRUM and Agile methodologies
- Collaboration tools: Microsoft Teams, Slack, Zoom
Timeline
Manager, Strategic Outreach & Operations
University of La Verne
08.2025 - Current
Associate Director
Western University of Health Sciences
09.2020 - 07.2025
Assistant Director
University of La Verne
10.2017 - 09.2020
Assistant Director
The Art Institute of California-San Francisco
10.2014 - 10.2017
Doctorate of Education - Organizational Leadership
University of La Verne
Masters of Arts - Organizational Leadership
Argosy University
Bachelors of Arts - English Literature
University of La Verne