Alex Pieros Email & Phone Number

Los Angeles, California, United States

Empowering virtual-first healthcare companies by bringing the needs of clinicians and their clients to the forefront of the modern healthcare experience.

Los Angeles, California, United States

In my role as Senior Website Coordinator, I support the Marketing team's growth efforts to attract leads and increase conversion rates by tackling a variety of projects for SimplePractice's marketing website. These initiatives range from building SEO-ready landing pages and launching experiments to drive trial sign-ups, to fixing website bugs and migrating a vast catalogue of content to a more flexible visual CMS.Key responsibilities:-Managing the day-to-day operations of the website team, building out project workflows, maintaining Asana boards, coordinating with stakeholders, and ensuring projects adhere to deadlines-Partnering with web designers, researchers, copywriters, and engineers from the website team to enhance the user experience and improve website KPIs (conversion, bounce rate, traffic, etc.)-Writing requirement documents for new features, bugs, and back-end changes that are provided to engineering for implementation-Proposing hypotheses for A/B tests, deploying experiments, analyzing results, and creating internal documentation to report on results-Updating and publishing website content through CMS platform-Monitoring and reviewing content on the website to ensure it stays up to date

Los Angeles, California, United States

Joining the Provider Services team as an Associate Product Manager has allowed me to leverage my deep knowledge of SimplePractice's customers, and apply it towards solutions designed to support clinicians in their pre-licensed journey.Key responsibilities:- Liaised with partners across Engineering, Product, Customer Success, and Marketing to implementnew referral campaign, driving 2.73x increase in referral attempts- Led recruitment and support efforts for early adopter testing for Track Your Hours relaunch- Conducted qualitative customer research to define product-market fit for pre-licensed solutions- Evaluated third-party vendors to identify strategic referral platform partner, based on distinct requirements across multiple platforms

Los Angeles, California, United States

My role as the Product Specialist Team Lead involves managing and growing the Product Specialist group with SimplePractice's Customer Success team. Along with a skilled team of Senior Product Specialists, I ensure that our team has the support they need to develop a deeper learning of our platform and, in turn, offer our customers the best experience possible.Key responsibilities:- Hire, train, coach, and motivate Product Specialist team members- Work with Senior Product Specialists to supervise and manage day-to-day Product Specialist operations in a fast-paced environment, including scheduling and workforce management- Develop strategy with other team leads for how customers interact with Customer Success within SimplePractice's support channels, including when and how support is offered and available- Work with internal Quality Assurance to set and deliver on service goals and objectives- Handle escalated customers and issues, and help Product Specialist team members through difficult calls or issues- Assist the management team in identifying trends and establishing Customer Success goals- Work with Customer Success team members in partnership with the Compliance team to handle sensitive customer requests

Los Angeles, California, United States

As a Senior Product Specialist, I'm responsible for assisting with management of the Product Specialist group by developing additional onboarding resources for our team and overseeing productivity. I also propose enhancements to our platform and corresponding communication to our customers, and represent the Customer Success team's interests in multiple weekly cross-functional product meetings.Key responsibilities:-Working with Customer Success leads to develop, implement, and oversee initiatives that improve Product Specialists' team efficiency and quality performance-Addressing escalated customer concerns through direct de-escalation techniques or by advising CS team members on effective resolutions to put forward-Mentoring and supporting Product Specialists team members by providing guidance with day-to-day responsibilities, holding regular “office hours” for consultation opportunities, and serving as “floater” to fill resource gaps-Leading bi-weekly product training sessions to familiarize Customer Success team members with new platform enhancements-Training team members to conduct live chat with customers using Zendesk Suite

Los Angeles, California, United States

SimplePractice has designed a successful practice management software for private practice clinicians by continually striving to better understand and serve the needs of its customers. Product Specialists like myself play an integral role in this deepening this understanding, as we regularly engage with the customers directly to guide them through using the platform to best suit their needs.Key Responsibilities:-Triaging and responding to incoming customer support emails in a timely fashion-Leading live educational webinar classes for new and existing customers, covering topics such as general product orientation and insurance billing-Hosting 1-to-1 video screen shares and phone calls with customers to answer questions about the platform and troubleshoot account issues-Responding to real-time online chat requests from prospective and existing customers-Piloting and providing user feedback on beta versions of new product developments, including Telehealth features and the SimplePractice mobile app-Resolving recurring customer problems and escalating urgent user problems to the appropriate Team Leads-Identifying areas for improved functionality within the software and proposing solutions to the Knowledge and Product teams

Greater Los Angeles Area

At XPRIZE, innovation is paramount to success. I have dedicated my time to rethinking communication flow, processes, and production schedules in order to increase productivity and efficiency, all while delivering a wide variety of assets to support the company’s marketing efforts. With 9 separate prize teams operating under the same roof, each day is an exercise in multitasking while staying on track to meet the needs of each branch of the organization.Key Responsibilities:-Managing production of marketing deliverables including design, copy, printed materials/swag, video, and social media content to support 9 multimillion-dollar XPRIZE competitions-Overseeing and streamlining production process from asset creation and revision to stakeholder approval and distribution, while adhering to approved deadlines-Liaising with key staff members across multiple departments to handle creative and marketing requests while maintaining strong communication throughout production process-Ensuring timely delivery of materials by optimizing resource allocation of internal team, freelancers, external vendors, and agency partners-Utilizing project management software including Wrike and Function Point to track progress of projects and maintain communication flow for internal marketing team-Collaborating with design, social media, and PR teams to establish new, more effective workflow processes for ongoing campaigns and routine requestsKey Accomplishments:-Supported launch of new $10 million XPRIZE competition by providing assets for launch announcement and team recruitment phases, including videos, printed materials, and ads for paid digital marketing effort

Greater Los Angeles Area

In my time at KCRW, I became a jack-of-all-trades in the world of digital media. Like many public radio fanatics before me, I paid my dues fielding phone calls at the front desk before making the jump to content production. My natural curiosity and adaptability allowed me to pick up a wide variety of skills in my tenure, from online content management to live broadcast video switching. On a given day, you could find me QA’ing podcast audio or compiling analytics reports on social growth before heading off to film video content for any number of live performances for Morning Becomes Eclectic, the station’s flagship music program. Beyond my own daily responsibilities, I was tasked to recruit and train a team of young, passionate videographers who have since become the crew behind your favorite KCRW performance videos.Key Responsibilities:-Producing, directing, filming, and editing video content for KCRW, including Morning Becomes Eclectic live artist performances and various short-form videos-Managing growing video production team, which included hiring and training group of camera operators, freelance editors, interns, and volunteers-Distributing video content to social platforms and KCRW-owned channels, including official KCRW YouTube channel which reached a global audience of over 225k subscribers-Compiling quantitative analytics reports on video production to assess content and increase engagement-Maintaining organization and storage of video, photo, and audio content for ongoing digital asset management-Operating professional-grade video cameras including Sony FS7 and Sony EX3, as well as DSLRs including Canon 5D Mark IIIKey Accomplishments:-Launched over 100 live video streams to Facebook Live and VuHaus, accumulating over 1 million views on original KCRW content-Produced video content that has been featured on NPR, Pitchfork, Stereogum, CBS, and more-Spearheaded initial efforts for KCRW FAQ page and contact platform to handle all external inquiries

Greater Los Angeles Area

Coordinated external distribution of all station audio and video assets for streaming and download, including over 100 hours of original audio programming per week across 50+ shows.Produced video content for 'Morning Becomes Eclectic' live artist performances.Assisted with online content management for KCRW.com through Plone CMS using HTML, and other daily operations of the digital team.Compiled comprehensive analytics reports to measure growth across all digital channels.

Greater Los Angeles Area

Speaking as an avid music fan, School Night provided me the rare opportunity to work directly with noted KCRW DJ Chris Douridas to present emerging and established artists in a weekly concert showcase geared towards tastemakers. As event production manager, I liaised with multiple parties each week to coordinate logistics and to keep the show running smoothly on the night of each event.Key Responsibilities:-Coordinating concert production for weekly music showcase with performing artists, including advancing each event, arranging backline equipment, and organizing hospitality-Facilitating communication between artists, management, venue staff, and event hosts

Greater Los Angeles Area

Dispatched emergency calls and maintenance requests to UCLA facilities department and university police at 24-hour call desk servicing over 10,000 UCLA housing residents.Coordinated with EMS and Resident Directors to respond to medical situations at the dorms and on campus.Provided security and monitored access to residential buildings during nighttime hours.Assisted with radio maintenance, Onity lock programming, traffic control, and event coordination.

Greater Los Angeles Area

Managed a team of 5-10 programming department members to generate nearly 150 in-station show reviews each quarter.Interviewed and hired up to 40 applicants each quarter.Organized the programming schedule from over 50 show applications each quarter.Renovated and standardized the staffing points system used to track station activities of over 100 DJs. Successfully petitioned to have UCLA Radio played regularly in campus dining areas and shops for first time in over 10 years. Coordinated live in-studio performances and interviews with artists and guest speakers.Hosted weekly music radio show titled 'Six Degrees'.

Greater Los Angeles Area

Assisted audio production for mainstay music program 'Morning Becomes Eclectic.'Managed and updated KCRW Twitter feed via Hootsuite weekly.Answered calls to provide general information regarding radio shows and station happenings.

Greater Los Angeles Area

Assisted music supervision for commercials for clients including Visa, Pepsi, Lexus, and Honda. Organized metadata for music library consisting of original compositions and licensed tracks. Researched artists and labels for licensing deals.Wrote copy for previews of new artists.Assisted in music concept ideas.

Santa Cruz, California

Assisted in qualitative marketing research efforts; tasks included note-taking, data analysis, report writing, and image editing for a variety of Fortune 500 clients including Verizon, Goodyear Tires, and Nestlé Waters.

Greater Los Angeles Area

Conducted and transcribed interviews with musicians.Reviewed albums and concerts.Wrote artist preview features.

Bachelor Of Arts (B.A.), Communication Studies

Activities and Societies: UCLA Radio, Watts Tutorial ProgramGraduated summa cum laude with Honors in Communication Studies. Minored.

Communication And Media Studies, Study Abroad Program September 2012 - December 2012

Activities and Societies: University Radio FalmerStudied abroad at University of Sussex in Brighton, England, focusing on Communications.

High School Diploma

Activities and Societies: Junior State of America, Varsity Basketball