Kathleen Alvarez

• Supervised day-to-day operations to meet performance, quality and service expectations.
• Improved customer satisfaction by addressing and resolving complaints promptly.
• Generated repeat business through exceptional customer service.
• Payroll processing; issuing checks, calculating hours accurately including any overtime and sick hours
• Assisting employees with inquiries regarding their pay, deductions, and other related issues, providing clear and concsise communication
• Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
• Coached new employees, ensuring smooth onboarding process and quicker adaptation to their roles.
• Managed invoicing processes to ensure timely billing and collections.
• Reconciled accounts receivable discrepancies, enhancing accuracy of financial records.
• Analyzed account aging reports to identify outstanding payments and follow-ups.
• Delivered high-quality work under tight deadlines while maintaining attention to detail resulting in increased productivity.
• Expanded customer base through cold calling, networking, and relationship building.
• Utilized CRM software to manage client information, track leads, and monitor sales progress.
• Conducting inside and outside sales
• Assisted with day-to-day operations, working efficiently and productively with all team members.
• Maintained professionalism and courtesy while managing high call volumes during peak hours.
• Progressively advanced through multiple roles, each increasing responsibility.

Various contract positions held

Customer Service Representative

• First point of contact in reception
• Answered phones, greeted visitors, and responded to customer queries
• Account management
• Assisted clients with product compatibility, verified stock, and order placement
• Other general office duties as needed

• Oversaw personalized care plans to enhance residents' quality of life.
• Collaborated with interdisciplinary teams to ensure comprehensive service delivery.
• Mentored and trained staff on best practices in resident care management.
• Implemented process improvements to optimize operational efficiency within care teams.
• Developed strong relationships with families to address concerns and provide support.
• Ensured the highest level of resident satisfaction with consistent communication, compassionate interactions, and timely responses to concerns.
• Managed crises effectively by remaining calm under pressure while coordinating necessary resources in a timely manner.
• Progressively advanced through multiple roles, increasing responsibility.