Kristin Alvarez Email & Phone Number

Austin, Texas, Us

As Senior Director, Client Innovation I lead a new team within Client Success, dedicated to innovating how we support our clients and fulfill our mission of helping people get jobs. My team focus is on transforming our service delivery by leveraging AI, automation, and a global contingent workforce. I drive strategy and process improvements that optimize and empower Client Success to focus on what matters most—achieving more successful hires and enabling growth for our customers.

Austin, Texas, Us

Mothership was founded in 2017, backed by some of venture capital's best investors, and established groundbreaking technology unlocking the world's potential by making freight delivery more efficient. As a passionate advocate for organizational success, Kristin led C-suite executives and stakeholders to establish and achieve company strategic objectives through the implementation of a results-driven OKR (Objectives and Key Results) business strategy planning framework. She was adept in facilitating planning workshops, enabling precise goal setting, aligning cross-functional teams and executing across all organizational levels to achieve success. She expertly led the creation and establishment of the inaugural Customer Advisory Board, fostering a close-knit community of passionate and engaged customers to provide valuable insights and feedback, contributing to shaping the product direction and overall strategy. Partnering with key stakeholders, this customer program with focus on continuous improvement, ensured that Mothership shipping solutions remained at the forefront of the industry.

Austin, Texas, Us

As Vice President of Customer Experience, Kristin was responsible for the design and build of an awesome customer and carrier support team. She partnered with cross functional teams and led support operations to deliver an experience that feels magical and faster every day.Kristin defined and implemented strategies to enhance customer NPS and CSAT scores, resulting in a 34% increase in NPS and a 7% improvement in CSAT within her first year. She passionately advocated for her team and customers when identifying opportunities for process innovation and implemented technology solutions to automate manual processes and optimize workflow.

Afterpay offers a ‘buy now, pay later’ service and has transformed the way people pay by allowing shoppers to receive products immediately and pay in four simple installments over a short period of time. Within her role as Vice President, Kristin was responsible for developing and executing strategic initiatives which delivered a best-in-class customer experience across North America customers. She built and led a global support team set to scale across multiple locations, Kristin advocated for her team and customers, ensuring support delivery against Brand Values and Customer Value Proposition while supporting profitable growth.Kristin oversaw 2.5M + customer interactions annually, while maintaining a culture of transparency, simplicity and excellence delivering an amazing customer experience.

Austin, Tx, Us

Within her role as a Vice President, Customer Experience and Operations, Kristin is engaged in providing guidance and leadership on improving customer experience with continuous focus on customer satisfaction. Serving as a vital member of the Executive Leadership team, Kristin oversees reduction of integration cost/timing, maintaining costs and headcount within the defined budgets, driving customer satisfaction, accelerating go-live dates, and building a high performing professional services and support team. She is effectively directing the professional services team to design and implement successful financing programs for lenders and retailers on boarding on the Vyze platform; skillfully restructuring professional services by standardizing project communications, execution, and documentation, ensuring consistent, scalable processes in support of exceeding growth plans.Kristin is expertly utilizing all elements of the customer experience to help drive success for our customers (retailers and their customers). She is conducting process improvement program by collaborating with stakeholders on the design of new solutions that enhance business performance and achieve established goals. Furthermore, she is leading a team of project managers, solution engineers, and operations support, supervising vendor for outsourced call center operations, and presenting and communicating a bold vision for Vyze with retailers and employees.

Austin, Tx, Us

As a Senior Director, Strategic Alliances and Customer Delivery, Kristin is supervising and mentoring a team of Project Managers and Solution Engineers to peak performance levels in delivering product solutions for large and mid-market retail accounts. She drives technology integration, solutions validation and business plans to maximize sales revenue and differentiated value to customers and partners with milestone-driven goals and outcomes.Kristin is working closely with key stakeholders across regions, business units and executives to deliver a results-oriented partner plan. She develops and maintains relationships with strategic partners. She is planning and designing customer strategies and aligning with Product on the roadmap to influence customer success.

Austin, Tx, Us

In her capacity as Director, Corporate Development, Strategy and Emerging Products, Kristin gained success in affecting an increased finance volume, with reduced retailer time to market, and opened door to new market vertical by inventing patented Virtual Card Number payment solution. She delivered world-class solutions by creating strategic partnerships with innovative technology providers, consumer financing companies, and payment networks to mitigate risk, optimize revenue, and ensure long-term success for Vyze and its customers. She formulated and designed partner strategy to accelerate enterprise growth, enhanced competitive position, increased efficiency, and optimized the consumer financing experience. Also, Kristin facilitated business problem solving through structured hypotheses, detailed analyses, and synthesized insights leading to recommendations to senior management.Significant accomplishments in this role included:► Proficiently administered implementation in partnership with Silicon Valley Bank and MasterCard.► Managed 6 partners with complex interdependencies and initiated a multibillion-dollar finance volume platform while managing the partnership with Goldman Sachs as financial advisor and structuring agent. In addition, Kristin coordinated partner selection and served as program manager for the new lending marketplace. She has accomplished bid solicitations, developed RFPs, performed due diligence, compared proposals, led negotiations, and defined contract terms/conditions.

Folsom, California, Us

As an Implementation Project Manager, Kristin administered strategic planning, execution, issue resolution, change management, and business requirement fulfillment. She efficiently handled simultaneous implementation of talent management solutions for 20+ higher education clients.In this role, Kristin was successful in gaining net promoter score of 100% for building and sustaining customer retention with top quality deliverables. She oversaw and supported multiple the implementation projects and actively involved in pre-sales product demonstrations and providing assistance in scoping projects or developing proposals.

Austin, Texas, Us

Within her role as Director, Retail Account Management/Client Relations Retail Account Manager, Kristin delivered top-tier account management, with an emphasis on new program development, product innovation, contract negotiation, retail partner training, and incentive programs. Her pioneering efforts in white-label PayPal Prepaid MasterCard product, integrated an online payments system with brick-and-mortar retail distribution to 100,000+ locations.Furthermore, Kristin surpassed the program goals and expanded the scope of the contract to increase revenue. She has successfully produced 20% year-over-year (YOY) sales growth and 15% YOY commission growth for the retail partner. She planned and executed new prepaid card features and marketing plan to improve customer experience and increase awareness of prepaid features for HEB, a local grocer.Also, Kristin efficiently conducted first flagship sports affinity program by securing sponsorships with Visa and Winn-Dixie. In addition to producing fully integrated marketing campaign, Kristin expertly implemented adoption by working with the New Orleans Saints organization to promote the launch of a branded, prepaid, reloadable card.

Bachelor Of Science, Political Science, English

Education record

Human Dimensions Of Organizations - Certificate Program