Alexandra Suarez Email & Phone Number

Portland, Oregon Metropolitan Area

Maintaining content integrity within our content library, supporting student education tools and faculty services.• Compile reports using queries of our database, modeling data to measure progress towards company objectives.• Manage user testing of internal tools to improve efficiency and monitor outcomes.• Document policy and process updates to create reusable training materials.• Successfully manage monthly product testing by leading training sessions and creating resources to quickly onboard testers.• Lead investigations into project or process blockers, working with key stakeholders to quickly resolve them.• Collaborate with teams locally and globally.

Portland, Oregon Metropolitan Area

Customer service and technical support for students and faculty on the Chegg platform.• Provided support for students, professors and academic integrity representatives via email, chat, and phone.• Served as an escalation point for the most difficult customers and most complex cases.• Provided support for internal customers needing help from a subject matter expert.• Reviewed support tickets to ensure the highest quality of customer interactions.• Compiled a knowledge base of reusable documentation for support representatives, a project that included outline planning, writing and editing copy, and collecting and implementing feedback.• Presented quarterly reports showing progress towards company objectives.• Provided support for student subscribers via email, chat, and phone.

Portland, Oregon Area

Led 4-person team of senior knowledge experts in account billing and membership rebalancing. Coordinated payment arrangements for delinquent accounts to bring billing and scheduled services back in alignment with member’s annual vision care plan and contact lens subscription. Main point of contact for account billing escalations and communication across departments. Managed eye clinic relations alongside eye care professional team to support clinics from initial exam to finalized contact lens prescription.• Contributed to improving internal tools for billing and subscription management, advising product and development on efficient workflows and member’s experience in billing portal.• Appointed as resource manager for billing policies and procedures, creating documentation, establishing guidelines, increasing efficiency, and informing training.• Utilized communication skills and professionalism to work with clinics via phone and email, improving relations with clinics and increasing member satisfaction.• Recognized for reducing team’s overall workload, receiving peer-awarded honors.

Portland, Oregon Area

Oversaw front-of-house operations as shift lead. Part of 5-person team of senior community associates knowledgeable in driver onboarding, vehicle rentals, accident reporting, payment processing, and Lyft application and account troubleshooting. Owned and maintained local rideshare competitor data, managed team of 30+ independent intel sources, and reported findings to local leadership and nationwide competitive intelligence team.• Implemented 3-strike escalation process, minimizing liability and setting standard for incident reporting between local team and Trust & Safety.• Championed de-escalation and empathy training for community associates and local operations staff, building team cohesion and ensuring confidence and safety in day-to-day customer interactions.• Simplified competitive intel reporting, increasing productivity and eliminating unnecessary data collection and analysis.• Decreased costs and improved quality of competitive intel data by identifying and targeting most productive driver and passenger sources.• Grew total number of competitive intel sources for drivers and passengers by 10% via recruitment.

Portland, Oregon Area

Oversaw internal operations supporting point-of-sale hardware and distribution. Planned and implemented systems to collect key operations insights to inform resource and training initiatives.• Streamlined communication between eCommerce and internal teams via SalesForce case management system, reducing overall eCommerce workload by 30% and improving response-time to distribution incidents.• Improved record transparency by adding distribution data previously unavailable outside eCommerce, decreasing time to diagnose hardware and software issues for customer care and quality assurance.• Created and managed documentation surrounding order and hardware support, optimizing training and reducing ordering and troubleshooting errors.

Greater New York City Area

Worked with sales to increase efficiency and develop resources and training. Interfaced with distributors for order coordination and incident resolution. Maintained workflow metrics to track issues and improve order processing.• Produced sales onboarding materials, surveying top-performers in hardware sales and consolidating approaches into training modules.• Honored by companywide vote for owning and managing increased order volume during marketing promotions, while maintaining exceptional level of service and minimizing processing time.

Greater New York City Area

Supported users in hardware and software training, troubleshooting, and account setup and maintenance. Maintained records on customer inquiries, feature requests, hardware orders and returns, and software or payment processing incidents. Acted as liaison between customers and resellers, eCommerce, sales, channel, product, development, and marketing.