Monica Alvarez Email & Phone Number

Atlanta, GA, US

Atlanta, Georgia, United States

Managed a team of 6-8 customer support associates and seniors with a focus on KPIs (CSAT, QA, Schedule Adherence), intensive coaching for performance, raising CSAT from low 80% to consistently at or above 95% within one quarter.Iterated on hiring processes and candidate sourcing strategy with a focus on soft skills and behavioral fit (aligning with.

Managed comic, visual novel, zine, and illustration projects such as the BANMOKU Death by Sugar zine and the Fearleaders Do It Best visual novel.Created a visual novel from the ground up on a solo team which included writing a script, outlining scenes, creating assets and character sprites, and voice acting.Created assets for clients such a character.

Marietta, Georgia, United States

Managed a team of up to 6 Sr. Technical Support Specialists across NA and EMEA which involved coaching for performance, growth planning, consistent metric analysis, and working closely with direct reports to drive projects’ success.Ran foundational projects for support managers which included creating an Airtable database to centralize key processes such.

Marietta, Georgia, United States

Served as a support trainer for 2 years training 12 new-hires in groups of 2-3 during their first months at Zapier, then coaching them once fully onboarded into their roles; 80% of which are still at Zapier, many of which have moved into elevated roles.Drove multiple cross-functional initiatives that incentivized knowledge sharing across the support team.

Atlanta, Georgia

Overhauled internal support wiki articles to streamline the search functionality, reorganizing information based on relevance/key terms and restructuring articles for quicker consumption by specialists decreasing overall solve time.Coordinated knowledge-sharing across support by crafting lesson plans and teaching materials, scheduling courses, and teaching.

Atlanta, Georgia

Responded to customer support requests by identifying key issues, troubleshooting, and providing guidance for general questions, application bugs, and more complex topics. Analyzed inbound tickets to determine trends surrounding feature requests and sending bugs to the engineering, delivery, and QA teams. Participated as a mentor for Women in STEM events.

New Rochelle, New York, United States

I work as a receptionist: answering the phone, greeting visitors and giving extensive knowledge on the show being exhibited in the gallery. I also assist in installation, deinstallation and the packaging of artwork.

Master'S Degree

Bachelor Of Fine Arts (Bfa), Fine And Studio Arts, Senior

Activities and Societies: Fine Arts Club, Art Board, CNR Drama, CNR SpectrumFreelance Artist specializing in Digital Media