Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Steven Alvarez

Miami,FL

Summary

Dynamic operations, customer success, and sales leader with over a decade of experience driving growth and enhancing client satisfaction in both startups and Fortune 500 environments. Expertise in scaling teams, designing impactful onboarding programs, and implementing data-driven strategies that deliver measurable results. Successfully expanded Comcast's inbound and Xfinity Home teams from 110 to 1,200 staff while significantly increasing revenue per head and improving Net Promoter Score (NPS). Proven ability to guide large-scale transitions, exemplified by leading over 40,000 professionals onto a new platform at GoTu, while effectively reducing ramp-up time and minimizing churn through motivational leadership and cross-functional collaboration.

Overview

12
12
years of professional experience

Work History

Onboarding Manager / Customer Success

GoTu Technologies (formerly Tempmee)
06.2023 - Current
  • Directed the development and management of onboarding and customer success programs for a platform serving more than 40,000 professionals, leading to rapid adoption and reduced churn.
  • Partnered with marketing, sales and product teams to align messaging and ensure a cohesive user journey.
  • Led a team of Onboarding Specialists with a focus on training, professional growth and scalable processes.
  • Instituted a rapid experimentation framework combining automated touchpoints with personalized engagement, improving user satisfaction.
  • Adopted CRM and analytics tools to monitor customer health, flag risks and drive proactive support.
  • Achieved a 25% improvement in customer satisfaction and a 30% reduction in time to value within six months.

Sales Manager / Operations & Customer Experience

Comcast NBC
11.2018 - 12.2022
  • Directed a group of sales supervisors and more than 100 representatives, establishing clear performance goals and driving revenue growth.
  • Scaled inbound and Xfinity Home teams from 110 to 1,200 employees within 12 months, increasing revenue per head by 20% and improving NPS.
  • Designed and executed sales and customer experience strategies which increased market share and accelerated customer acquisition.
  • Collaborated with product and engineering teams to deliver features solving customer pain points and strengthening retention.
  • Mentored supervisors and representatives on active listening, conflict resolution and relationship management.

Sales Supervisor

Comcast NBC
07.2016 - 11.2018
  • Managed daily operations of a highvolume sales team, ensuring adherence to policies and high service standards.
  • Analyzed sales data and market trends to identify growth opportunities and inform strategic decisions.
  • Developed and delivered training programs to enhance product knowledge and sales techniques across the team.
  • Built and maintained strong customer relationships, consistently exceeding sales targets.

Sales Representative

Comcast NBC
12.2013 - 07.2016
  • Achieved toptier sales performance by effectively communicating product value and negotiating tailored solutions for customers.
  • Provided exceptional customer service, resulting in high satisfaction scores and repeat business.
  • Supported sales leadership in business strategy execution and facilitated training sessions to enhance team skills.

Education

Bachelor of Arts - Business

Florida International University
06.2016

Skills

  • Revenue Growth and Sales Strategy
  • Operations Management and Process Optimization
  • Customer Success and Experience
  • Scalability and Organizational Growth
  • Team Leadership and Coaching
  • Data Analysis and Reporting
  • Collaborative teamwork across departments
  • CRM and Analytics Tools
  • Negotiation and Relationship Building
  • Market and Competitive Analysis
  • Software implementation
  • Organizational growth

Languages

English
Native or Bilingual
Spanish
Native or Bilingual

Timeline

Onboarding Manager / Customer Success

GoTu Technologies (formerly Tempmee)
06.2023 - Current

Sales Manager / Operations & Customer Experience

Comcast NBC
11.2018 - 12.2022

Sales Supervisor

Comcast NBC
07.2016 - 11.2018

Sales Representative

Comcast NBC
12.2013 - 07.2016

Bachelor of Arts - Business

Florida International University

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Steven Alvarez