MARC ALVAREZ
NORTHGLENN,US
Summary
Client Experience Manager with 6+ years of combined experience in client services and dispatch operations. Leverages strong communication, CRM expertise, and data-driven decision making to streamline processes, improve response times, and boost client retention. Collaborative problem-solver skilled in cross-functional coordination, training staff, and optimizing scheduling to enhance service delivery and operational efficiency.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Dispatcher
Insurance Auto Auctions, IAA
Denver, CO
02.2026 - Current
- Coordinated daily routes for waste collection to optimize service efficiency.
- Monitored vehicle locations using GPS technology to ensure timely pickups.
- Managed communication between drivers and clients to resolve service issues promptly.
- Streamlined dispatch operations by implementing revised scheduling protocols.
- Analyzed service data to identify trends and improve operational workflows.
- Managed high-stress situations calmly and effectively, ensuring timely assistance to those in need.
- Communicated with drivers and personnel to coordinate timely delivery of goods and materials.
- Collaborated with fellow dispatchers to maintain a seamless workflow during shift changes.
- Provided exceptional customer service to callers, remaining empathetic and patient during emergencies.
- Ensured compliance with local, state, and federal regulations related to emergency communications.
CLIENT EXPERIENCE MANAGER
Meyers Heating & AC
Boulder, CO
05.2023 - 09.2025
- Enhanced client satisfaction by streamlining communication processes and responding promptly to inquiries.
- Developed and implemented tailored service plans based on individual client needs and feedback.
- Collaborated with cross-functional teams to resolve client issues, ensuring a seamless experience.
- Analyzed customer feedback data to identify trends and improve service offerings effectively.
- Trained and mentored junior staff on best practices for client interaction and service delivery.
- Managed scheduling of service appointments, optimizing technician assignments for efficiency.
- Conducted regular follow-ups with clients post-service to ensure continued satisfaction and loyalty.
- Implemented new CRM tools that improved tracking of client interactions and enhanced service quality.
- Improved response times by optimizing workflow processes, ensuring prompt resolution of client requests and inquiries.
DISPATCHER
Waste Management
Keenesburg, CO
01.2019 - 02.2023
- Coordinated daily operations for waste collection routes, optimizing efficiency and service delivery.
- Managed communication between drivers and customers, ensuring timely resolution of service inquiries.
- Developed and implemented scheduling strategies to enhance resource allocation and minimize delays.
- Monitored real-time GPS tracking systems to ensure adherence to routes and safety standards.
- Managed high-stress situations calmly and effectively, ensuring timely assistance to those in need.
- Communicated with drivers and personnel to coordinate timely delivery of goods and materials.
DISPATCH/VEHICLE TITLE REP
Copart Auto Auctions
Denver, CO
03.2017 - 12.2019
- Coordinated daily vehicle dispatch and title processing to meet auction deadlines and reduce delays.
- Processed and verified vehicle titles and ownership documents to ensure regulatory compliance and accurate records.
- Fostered a team-oriented environment by mentoring new staff, enhancing collaboration and ensuring a smooth onboarding process.
- Streamlined vehicle title processing procedures, resulting in noticeable gains in accuracy and reducing processing time significantly.
- Analyzed title discrepancies and implemented corrective measures, leading to improved compliance and a marked reduction in title clearance delays.
- Executed meticulous audits of title processing procedures, ensuring regulatory compliance and maintaining accurate records.
Education
Associate of Arts - Culinary Studies
The Art Institute of Colorado
Denver, CO05.2012
Skills
- Exceptional communication
- Goal setting and achievement
- Data-driven decision making
- Sales support
- Client retention strategies
- Cross-functional coordination
- Microsoft Outlook
- Microsoft Word
- Microsoft Excel
- Problem-solving
- Time management
- Dispatch Software
Certification
Praxis S10 Certification
Timeline
Dispatcher
Insurance Auto Auctions, IAA
02.2026 - Current
CLIENT EXPERIENCE MANAGER
Meyers Heating & AC
05.2023 - 09.2025
DISPATCHER
Waste Management
01.2019 - 02.2023
DISPATCH/VEHICLE TITLE REP
Copart Auto Auctions
03.2017 - 12.2019
Associate of Arts - Culinary Studies
The Art Institute of Colorado