Open to opportunities

Gabriela Alvarez

@gabrielaalvarez1

Message

I lead high-volume customer operations, improving workflows, quality, and KPI performance.

Denmark

Message

What I'm looking for

I'm looking to lead customer or business operations teams where I can improve workflows, use KPIs to strengthen performance, coach teams, and create scalable processes that enhance customer experience.

At Malman Law, I lead high-volume legal intake operations and reduced lost cases by 70% through workflow improvements and quality-control initiatives.

I coordinate daily case intake, monitor KPIs across 400+ weekly client interactions, and lead 6–10 Intake Specialists through onboarding, performance reviews, coaching, and professional development. I also create SOPs, training materials, and operational documentation that improve consistency and case progression.

Previously, I delivered customer and technical support at Nintendo while maintaining customer satisfaction above 97%, and led recruitment, onboarding, and employee development as Acting HR Vice President at AISEC.

Experience

Work history, roles, and key accomplishments

Current

Senior Intake Specialist & Team Leader

Current

Malman Law

Aug 2021 - Present (5 years 1 month)

Lead a team of 6–10 Intake Specialists and coordinate daily intake operations in a high-volume legal environment. Manage 400+ client interactions per week, oversee onboarding and performance coaching, resolve complex client issues, and coordinate with internal teams. Improved processes that reduced lost cases by 70% and created training materials, and documentation to improve team consistency.

Quality Assurance Performance Management Continuous Improvement Workflow Management Leadership Document Management Customer Communication Management Customer Support Coaching and Mentoring Customer Service Operations Client Onboarding Communication Skills Service Coordination Virtual Administrative Support Customer Success Operations Management Customer Experience

Customer Service & Tech Support

Nintendo

Nov 2021 - Jul 2022 (8 months)

Handled high-volume customer inquiries and technical support across multiple channels. Helped customers resolve product and service issues, maintained accurate customer records, and coordinated solutions while maintaining service quality above 97% customer satisfaction.