ALICIA IVANI
San Bruno,CA
Summary
Client Success, Onboarding, and Operations professional with experience supporting software implementation, customer onboarding, project coordination, training, event management, and customer relationship management. Proven ability to guide clients through processes, deliver exceptional customer experiences and build strong client relationships. Recognized for strong communication, organization, problem-solving, and leadership skills.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Client Success Coordinator | Onboarding Coach | Project Coordinator
SERVICE MVP / OPTIONBUILDER.AI
Culver City
04.2021 - Current
- Serve as the Onboarding Coach for new OptionBuilder.ai users, guiding customers through platform setup, implementation, and successful adoption.
- Conduct onboarding sessions and software training to educate users on estimate creation and platform best practices.
- Coach contractors and service professionals on effectively utilizing the software to improve customer experience and sales performance.
- Provide ongoing client support, troubleshooting, and process guidance to ensure long-term customer success.
- Manage daily schedules and appointments for Success Coaches and Solution Specialists.
- Coordinate meetings, demonstrations, and onboarding calls with prospective and active/new clients.
- Conduct welcome calls for new coaching clients to establish expectations and ensure a smooth onboarding experience.
- Maintain customer records, update client information, and manage CRM activities.
- Track and manage leads from multiple marketing and social media channels.
- Handle incoming calls, texts, emails, and customer inquiries while providing exceptional service and timely resolutions.
- Followed up with customers regarding outstanding balances and overdue payments.
- Coordinate travel arrangements, event logistics, attendee registration, and on-site event operations.
- Monitor virtual meetings and ensure proper participation and engagement.
- Collaborate with leadership on strategic initiatives, operational improvements, and customer experience enhancements.
- Utilize ServiceTitan, Airtable, Zoho CRM, Zoom, Dropbox, Microsoft Office, and Google Workspace to support daily operations.
- Member of the leadership team contributing to company growth, team development, and operational strategy.
Liability Claims Adjuster
FARMERS INSURANCE GROUP
07.2018 - 01.2020
- Managed bodily injury and auto liability claims from investigation through resolution.
- Conducted interviews and obtained statements from claimants, insureds, witnesses, and attorneys.
- Evaluated liability and damages while ensuring compliance with company policies and regulations.
- Negotiated settlements and facilitated claim resolutions with attorneys and claimants.
- Maintained detailed claim documentation and customer records.
- Delivered exceptional customer service throughout the claims process.
- Recognized as a top performer for customer satisfaction and claim handling effectiveness.
- Collaborated with internal departments and management to ensure efficient claim resolution.
Assistant Manager / Catering Manager
CREAM
05.2017 - 07.2018
- Managed catering orders from inquiry through fulfillment.
- Prepared quotes and coordinated catering logistics for clients.
- Oversaw inventory management and supply ordering.
- Processed payments and maintained accurate transaction records.
- Trained and onboarded new employees.
- Resolved customer concerns and delivered exceptional customer service.
- Assisted with daily operations, team supervision, and store management.
Assistant Manager / Sales Associate
ALLEN EDMONDS
05.2013 - 07.2017
- Assisted with daily store operations, opening and closing procedures, and team support.
- Processed cash and credit card transactions accurately and efficiently.
- Set and communicate daily sales goals while helping drive store performance.
- Delivered exceptional customer service and product recommendations.
- Managed customer inquiries, concerns, and issue resolution.
- Assisted with visual merchandising, marketing displays, and promotional initiatives.
- Maintained store organization, cleanliness, and inventory presentation.
- Participated in leadership development programs and management training.
- Consistently met sales goals and performance expectations.
Education
Bachelor of Science - Business Management
San Francisco State University
San Francisco, CAAssociate of Arts - Liberal Arts & Sciences
Skyline College
Associate of Arts - Administration of Justice
Skyline College
Skills
- Customer Onboarding & Training
- Client Success & Account Support
- Software Implementation
- Customer Relationship Management (CRM)
- ServiceTitan
- Microsoft Office Suite, Airtable, Zoho CRM
- Google Workspace
- Event Planning & Coordination
- Operations Management
- Process Improvement
- Customer Service
- Team Leadership
- Scheduling & Calendar Management
- Claims Investigation
- Negotiation & Conflict Resolution
- Data Entry & Record Management
Certification
ServiceTitan Certified
Timeline
Client Success Coordinator | Onboarding Coach | Project Coordinator
SERVICE MVP / OPTIONBUILDER.AI
04.2021 - Current
Liability Claims Adjuster
FARMERS INSURANCE GROUP
07.2018 - 01.2020
Assistant Manager / Catering Manager
CREAM
05.2017 - 07.2018
Assistant Manager / Sales Associate
ALLEN EDMONDS
05.2013 - 07.2017
Associate of Arts - Liberal Arts & Sciences
Skyline College
Associate of Arts - Administration of Justice
Skyline College
Bachelor of Science - Business Management
San Francisco State University