Alyssa Giordano

At HeliosX, I lead 10–12 Customer Care Advisors supporting five brands across the US, Canada, Germany, and the UK. I drive KPI, quality, productivity, and SLA performance in a high-volume, multi-channel contact center.

I handle complex customer and patient escalations, coach advisors through structured 1:1s and performance evaluations, and turn weekly KPI trends into targeted action plans. I also partner with Talent Ops on interviewing, recruitment, and onboarding.

Across teams and brands, I collaborate with Team Leads and Ops Analysts on resourcing, process changes, automation, and launch readiness. I manage Facebook and Instagram complaint resolution through Sprout Social while protecting brand tone and response-time standards.

Before customer care leadership, I built more than seven years of healthcare operations experience as a Medical Assistant, coordinating patient intake, referrals, insurance authorizations, medical records, diagnostics, and treatments. I bring a patient-centered, process-driven approach to every customer experience.