Looking for a job

Jessica Alvarez

@jessicaalvarez3

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I lead customer operations, retention, and CRM-driven service improvements.

United States

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What I'm looking for

I'm looking to lead customer operations and customer experience work where I can improve retention, resolve complex customer needs, strengthen teams, and use data and CRM tools to improve processes.

I've led customer-facing operations at the University of La Verne, improving workflows, resolving complex escalations, and aligning cross-functional teams around customer needs.

I co-led a 100-day Modern Campus CRM implementation and led engagement and retention initiatives that contributed to a 10% increase in returning student enrollment.

Previously, I led and coached a seven-person team supporting more than 2,000 customers at Western University of Health Sciences, using service data, training, and standardized processes to strengthen the customer experience.

Experience

Work history, roles, and key accomplishments

Current

Manager, Strategic Outreach & Operations

Current

University of La Verne

Aug 2025 - Present (1 year 1 month)

Lead customer-facing operations and partner across departments to align priorities and workflows with customer needs. Co-led a 100-day CRM implementation and led retention initiatives contributing to a 10% increase in returning enrollment.

Power BI ChatGpt Microsoft Copilot CRM Implementation Change Management Data Analysis Process Improvement Customer Retention Escalation Management

Associate Director, Customer Experience & Admissions Operations

Western University of Health Sciences

Sep 2020 - Dec 2025 (5 years 3 months)

Led and coached a 7-person customer-facing team supporting over 2,000 customers. Served as escalation point for difficult cases and created standardized processes and training materials to improve service consistency.

Team Leadership Coaching Escalation Management Process Improvement Training Customer Service Data Analysis Cross Functional Collaboration

Admissions Counselor / Interim Assistant Director

University of La Verne

Oct 2017 - Sep 2020 (2 years 11 months)

Managed a high-volume customer portfolio from inquiry through enrollment, conducting up to 100 outbound calls per day. Designed engagement and retention initiatives and served as Interim Assistant Director providing staff guidance.

Customer Relationship Management Outbound Calling Enrollment management Event Planning Data Analysis Process Improvement Team Coordination

Assistant Director of Admissions

The Art Institutes

Oct 2014 - Oct 2017 (3 years)

Managed a high-volume customer portfolio, providing consultative support and resolving questions from initial inquiry through enrollment. Supported team performance through coaching and standardized communications.

Customer Service Consultative Sales Coaching Communication Skills Coordination