Ivelisse Alicea

At LYP, I lead remote-supported customer experience operations, helping agents and clients in real time through CRM systems and Microsoft Teams.

I resolve high-level escalations, track tickets and workflow metrics, and maintain service-level performance. I also virtually coach agents to strengthen call quality and documentation.

Previously, I managed patient communication, scheduling, and insurance tasks in a family physician setting while handling confidential information in compliance with HIPAA.

My customer service background also includes Tilly’s, where I managed transactions and inventory while delivering consistent service. I bring more than six years of remote-focused call center and customer experience leadership, along with bilingual communication skills.