Rebecca Alvarez Email & Phone Number

Peachtree City, Ga, Us

As a Customer Success Manager at Block, I was able to coach, lead, and develop advocates daily as well as participate in company wide and department specific projects. Below are some of the things I did while working with Block - Leadership & Team Management: Directed a diverse team of up to 15 Customer Success Advocates in a blended sales and support model, fostering an environment of collaboration and high performance.Training & Development: Facilitated regular team meetings, training workshops, and one-on-one coaching sessions, focusing on achieving both team and individual goals to enhance overall performance. Onboarded new advocates hired and helped get them trained and ready for calls. Project Management: Led the candidate hiring process and collaborated in overhauling the interview process, improving recruitment efficiency and candidate experience.Advocate Recognition & Morale Boosting: Proposed and implemented changes to the Advocate recognition process, establishing key practices to regularly acknowledge top talent, significantly enhancing team morale.Systems Training: Coached and trained the team on internal systems, including Salesforce, Amazon Connect, NICE, and Ultipro.Resource Development: Created and standardized team resources, including a call flow guide, de-escalation strategies, and quality assurance protocols, equipping advocates to handle customer interactions effectively.Cross-Functional Collaboration: Served as the copywriting DRI for Customer Success North America, partnering with product, quality assurance, legal, and copywriting teams to ensure consistent and clear communication across all resources.

Atlanta, Georgia, United States

Team Leadership & Management: Started with onboarding and leading our outsourced team of customer experience representatives. Promoted during my time here added two additional customer care teams within DDC and ended overseeing 12 direct reports in addition to the customer care department for Corporate Accounts and Lifestyle brands.Revenue & Account Oversight: Managed the Corporate Accounts team responsible for over $13 million in business and more than 1,000 international and domestic accounts, while supporting the Lifestyle team with over 15 products sold online and in major retail locations.Operational Efficiency: Analyzed team statistics to identify productivity improvements, reorganized responsibilities, and collaborated across departments to enhance processes and workflows.Scheduling & Escalation Management: Oversaw team schedules, coaching initiatives, department changes, training programs, and resolution of customer escalations to ensure high-quality service delivery.Department Development: Built the customer care department from the ground up at empowerDX, contributing to the expansion from a single product offering to over 30 tests across six labs in the US.Guideline & Training Development: Authored customer care guidelines, best practices, and a comprehensive training program, successfully onboarding eight customer care representatives during the height of the pandemic.B2B Customer Support: Collaborated with the sales team to develop training and onboarding processes for over 150 B2B accounts, facilitating their return to operations during the pandemic.Cross-Functional Collaboration: Worked closely with the product manager and medical director on product launches, website content, instruction copy, and kitting processes, ensuring cohesive communication and execution.

Atlanta, Georgia, United States

Launch Coordinator - Enterprise-Grade Fiber Project (Assigned to Chick-fil-A)- Manage and coordinate with external consultants/vendors, including directing and monitoring their work for fiber installation at over 120 stores- Work closely with Real Estate and Legal teams to support the process of paperwork and communication.- Proactively work with team to keep project work going according to schedule.-Track and analyze projects’ performance, expenditures, procurement and report about any possible or current blockers, risks, overflows, deficits.

Atlanta, Georgia

- Develop and implement marketing campaigns through social analytics.- Curate and manage all social media platforms (Facebook, Instagram, LinkedIn).- Created 'Mom-Bassador' program, increasing new family registrations through social media engagement and brand ambassadors.- Manage rewards program targeting schools and business, driving overall growth.- Responsible for 25+ groups (non-profits, churches, businesses) and their respective account management and customer service.

Atlanta, Ga

- Manage a team of nine counselors across three locations, including, public relations on behalf of all staff, training on in-depth company software, individual scheduling, and leading weekly group meetings.- Personally developed, filled and trained two Georgia administrative assistant roles to accommodate rapid regional growth.- Receive and respond to 20-40 intake calls and online requests weekly, yielding three to five new clients on average per week.- Manage financial details for nearly 400 Georgia clientele, including fees, insurance options, and invoicing across all three locations.- Personally assess severity level per each prospective client and coordinate appropriate action and fit with a specific counselor.- Single-handedly designed and furnished new counseling locations while expanding three already-existing spaces for sessions. - Manage and curate Formation social media posts with over 400 followers across Facebook and Instagram.

North Druid Hills, Ga

- Single-handedly oversee, curate, manage social media platforms with 1,600 followers across Facebook and Instagram in total.- Part of core leadership team responsible for optimizing the customer experience for the 2,500 customers visiting daily.- Work with local schools, charities and communities to drive customer loyalty and profitability, i.e. Chick-fil-A events, fundraisers- Integral player in creating and executing -- from start to finish -- the store’s largest-scale event of the year, reaching over 150 families, recurring customers and first-timers.

Bachelor’S Degree, Psychology, 3.72

Activities and Societies: Grace Midtown Students President Alpha Lambda Delta MemberGraduated Magna Cum Laude, May 2015 College of Arts.

Joint Enrollment Program, Psychology, 3.83

15 hours of courses completed throughout Senior year of high school

High School