Marcela Alvarez
Customer Success Team Lead at Kindbody
- Role
- Customer Service Team Lead at Kindbody
- Location
- Los Angeles, CA, US
- LinkedIn followers
- 500 followers
About Marcela Alvarez
I\'m a customer success professional with experience and high proficiency in team building and mentorship and customer satisfaction and retention. I have 5+ years of experience creating and enhancing customer relationships, excelling in leadership roles and working in process improvement. I\'m aspiring to obtain a new management role at a growing company with a commitment to their customers and employee development. I would love to connect with you and hear more about your interests and available opportunities!
Experience
Customer Service Team Lead
Jan 2022 — Present
Handle VIP and escalated members to improve overall member experience and maintain average 95% CSAT, customer satisfaction score- Perform quality assurance on calls, messages and emails and provide individual constructive feedback to enhance performance and address areas in need of improvement- Provide leadership, guidance and direction to 10 patient navigators, offering assistance and serving as a subject matter expert- Improve productivity of team by building and leading new training initiatives and creating standard scripting and resources
Education
Fordham Gabelli School of Business
Bachelor’s Degree, Healthcare Management
2014
Mercy High School, San Francisco
High School
2010 — 2014
Skills
- Microsoft Word
- Project Management
- Customer Service
- Event Planning
- Microsoft Excel
- Powerpoint
- Public Speaking
- Leadership
- Management
- Teamwork
- Research
- Strategic Planning
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