Alexandria Jerez
Lead Global Workforce Customer Experience Advocate @Verisk
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WORK HISTORY
Lead Global Workforce Customer Experience Advocate @Verisk
545 Washington Ave, US
Spearheaded the launch of an internal Customer Experience function, establishing foundational processes and frameworks where none previously existed to improve colleague satisfaction and service delivery.Leveraged Power BI to create and maintain real-time dashboards and KPI scorecards, enabling actionable insights and data-driven decision-making across business units.Analyzed and tracked performance metrics to identify service gaps, leading to targeted improvements in response times, issue resolution, and overall user satisfaction.Mastered ServiceNow to streamline incident management, enhance ticket visibility, and support end-to-end process optimization across IT service operations.Delivered strategic presentations to the Senior Operating Committee and business unit leaders, translating complex technical insights into clear, business-aligned recommendations.Proactively identified and implemented automation opportunities within IT support workflows, reducing manual effort and increasing operational efficiency.Fostered cross-functional collaboration to align customer experience initiatives with enterprise IT goals, building a culture of continuous improvement and service excellence.
EDUCATION
Montclair State University
Bachelor's degree
Kaplan University
Bachelor's degree
SKILLS
ABOUT ALEXANDRIA JEREZ
Dynamic Operations Leader with 20+ years of experience transforming business strategy and elevating customer experience across the healthcare and data analytics industries. Recognized for optimizing call center performance, driving operational excellence, and leading cross-functional teams to consistently exceed business goals.Bilingual and results-driven, I bring deep expertise in managed care, compliance, and customer experience, paired with a passion for developing people, processes, and performance. A strong communicator and trusted mentor, I excel at building high-performing teams, streamlining operations, and delivering measurable outcomes through data-driven decision-making and thoughtful delegation.With a strong foundation in both technical and business operations, I have over a decade of hands-on experience in strategic planning, project and product management, and system engineering. I specialize in analyzing organizational challenges, identifying growth opportunities, and implementing innovative, cost-effective solutions that improve service delivery, increase revenue, and boost competitiveness.Specialties: Operational Excellence & Strategy, Customer Experience (CX) Transformation, Call Center Optimization, Managed Care Operations, Cross-Functional Team Leadership, Process Improvement & Standardization, KPI & Performance Metrics Analysis, ServiceNow & ITSM Systems, Power BI & Dashboard Reporting, Business Continuity & Compliance, Project & Program Management, SOC 2 / SOX / EDC Audit Readiness, Change Management, Technical & Business Integration, Strategic Planning & Execution, Cost Reduction & Efficiency Initiatives, Internal Communications & Stakeholder Engagement, Team Development & Coaching, Healthcare Data Analytics
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