Alex Bardales
Vice President, Customer Service @Ontellus
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WORK HISTORY
Vice President, Customer Service @Ontellus
Dallas, TX, US
In my current role, I provide strategic leadership and guidance to a high-performing Customer Service team of 50, managing a $3M budget and optimizing client retention and acquisition via strategic post-sales engagement and seamless execution with cross-functional teams. I partner with Sales, Product, and Engineering to ensure VoC insights inform product development and service innovation, all while championing automation, self-service enablement, and AI-readiness to lay the foundation for scalable digital-first service models. Reduced cost per ticket by 32% while improving response consistency, resolution speed, and reporting accuracy by reengineering Salesforce workflows and frontline agent processes through automation and standardized procedures. Streamlined operations and saved 2+ hours of daily work for Leadership via a migration from 4 disparate systems to Salesforce. Created a career growth framework and instituted bi-weekly 1:1s department-wide to accelerate professional development. Designed and launched tracking programs that improved CSAT and NPS by enhancing sentiment visibility, accountability, and loyalty.
EDUCATION
University of North Texas
Bachelor of Science
ABOUT ALEX BARDALES
Hi, I\'m Alex Bardales, a forward-thinking customer experience executive specializing in transforming service organizations into revenue-generating engines and strategic growth drivers. With extensive leadership experience across enterprise SaaS and technology companies, I excel at scaling high-performing teams, implementing digital transformation initiatives, and designing customer-centric operations that deliver measurable business impact. My focus is on elevating customer experience through operational excellence and strategic innovation. I build scalable processes, leverage data-driven insights to optimize performance, and champion automation and AI-readiness to accelerate efficiency gains. By aligning cross-functional teams and embedding VoC insights into product development, I transform service delivery into a competitive advantage. I thrive on building organizations that balance customer satisfaction with profit growth, with a proven track record of driving productivity improvements, cost reductions, and enhanced customer outcomes. Whether launching revenue-generating programs, consolidating technology platforms, or redesigning customer journeys, I consistently foster cultures of collaboration, accountability, and continuous improvement. Key Results: Drove an 85% productivity increase within six months by consolidating 50 customer service employees from 3 legacy platforms into Salesforce, through streamlined workflows, automation, and enhanced cross-team visibility that eliminated redundancies. Generated $1.1M in incremental revenue within one year by designing and launching a structured upsell and cross-sell program embedded within customer service operations, while maintaining service quality standards and customer satisfaction scores. Partnered with Sales and Operations to reduce inbound support volume by 27% for a core product line, transforming the customer journey through enhanced customer onboarding, clearer expectations, and cross-functional process alignment. Relaunched Onboarding team and optimized Salesforce processes, reducing customer time-to-value 50% and escalations 20%, redesigning workflow automation and implementing milestone tracking to successfully accelerate deployment cycles. What People Say: ‘Wherever Alex goes, success follows. He’s destined for incredible achievements, and anyone fortunate enough to work with him will experience the difference he makes firsthand.’ – Jasmin P. Let’s connect if you’re looking for a strategic leader who turns customer experience into revenue and competitive advantage.
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