Carlos Alaban
@carlosalaban
Customer Experience Specialist with expertise in B2B SaaS and CRM.
United StatesWhat I'm looking for
As a Customer Experience Specialist with over five years of experience in B2B SaaS and healthcare, I have honed my skills in optimizing customer interactions and streamlining operations. My journey began with a Bachelor's Degree in Communications from Rutgers University, where I developed a strong foundation in effective communication and problem-solving. Throughout my career, I have successfully managed end-to-end workflows, ensuring seamless service delivery across multiple clinics and enhancing patient experiences.
At Westcoast Brace & Limb, I took charge of scheduling and insurance workflows, significantly reducing billing errors and improving communication across clinics. My role as a Customer Success Specialist at Natix allowed me to simplify technical documentation, leading to a 30% increase in internal efficiency. I also secured a crucial B2B partnership with a top Southeast Asian tech firm, showcasing my ability to drive results in competitive environments. My experience as a Creator Success Manager at Create Music Group further solidified my expertise in managing teams and campaigns, resulting in a 60% boost in engagement through strategic content delivery.
Experience
Work history, roles, and key accomplishments
Customer Experience Specialist
Westcoast Brace & Limb
May 2025 - Present (1 year 1 month)
Managed end-to-end scheduling, insurance workflows, and service communication across 6+ clinics. Streamlined operations using OPIE, SolutionReach, and RingCentral, contributing to a significant reduction in communication delays and increased customer satisfaction.
Customer Success Specialist
Natix
May 2024 - Present (2 years 1 month)
Wrote onboarding and training documentation to simplify technical vocabulary, improving internal efficiency by 30%. Streamlined payment, billing, and CRM workflows using Salesforce and cross-functional collaboration.
Creator Success Manager
Create Music Group
Apr 2021 - Present (5 years 2 months)
Managed onboarding, training, and content delivery for a remote team of 30+ creators, helping improve campaign performance and client communication. Boosted engagement by 60% in one year through consistent copywriting, scheduling, and coordination of email campaigns.
Patient Experience Coordinator
Atlantic Spine Center
Dec 2019 - Present (6 years 6 months)
Oversaw day-to-day front office operations at a busy outpatient spine clinic, managing insurance workflows, medical records, scheduling, and patient intake. Led insurance processing and prior authorization systems, successfully managing 75+ claims per week.
Education
Degrees, certifications, and relevant coursework
Rutgers University
Bachelor’s Degree, Communications
Grade: 3.7 GPA
Activities and societies: Relevant Coursework: Sociology; Public Relations; Statistics; Financial Accounting; History; Journalism
Completed a Bachelor's Degree in Communications, focusing on various aspects of human interaction and media. Relevant coursework included Sociology, Public Relations, Statistics, Financial Accounting, History, and Journalism. Achieved a cumulative GPA of 3.7.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
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