Laura Alvarez
Knightdale
Overview
11
11
years of professional experience
Work History
Patient Experience Manager
Velocity Clinical Research
06.2024 - Current
- Lead customer-centric initiatives to enhance the experience for clinical trial participants, ensuring satisfaction and study compliance
- Streamline operational processes for patient engagement and recruitment, leveraging CRM software to improve data tracking and communication
- Collaborate with cross-functional teams, including sponsors and investigators, to align recruitment strategies with business objectives
- Implement training programs and performance evaluations to develop team members, fostering a high-performing work environment
- Analyze recruitment metrics to identify trends and optimize processes, improving efficiency and patient retention
- Address escalated patient concerns with professionalism, ensuring timely resolutions and building trust
- Manage a team of 22 direct reports and84 indirect reports
Operations Manager
Vigilint
01.2022 - 06.2024
- Delivered exceptional customer support by implementing quality assurance programs and resolving escalated technical issues efficiently
- Fostered strong relationships with clients by understanding their unique needs and providing tailored solutions
- Developed standard operating procedures, FAQs, and training materials to ensure consistent service delivery
- Utilized data analytics to monitor customer engagement and identify opportunities for service improvements
- Collaborated with internal departments to address customer feedback and drive product enhancements
- Managed and optimized staffing schedules, ensuring adequate coverage to meet service level agreements
Assistant Supervisor
Raleigh-Wake Emergency Communications
08.2013 - 12.2021
- Supervised a team responsible for handling high-stakes emergency communications, ensuring accurate and timely responses
- Built strong relationships with partner agencies to coordinate and improve emergency response strategies
- Led training programs to equip staff with the skills needed to handle customer interactions effectively
- Conducted performance evaluations and provided actionable feedback to enhance service delivery
- Managed escalated incidents, demonstrating problem-solving skills and maintaining calm under pressure
- Leveraged data-driven insights to prepare performance reports and recommend operational improvements
Education
Bachelor of Science - undefined
University of North Carolina at Charlotte
Charlotte, North Carolina01.2011
Skills
- Customer Relationship Management
- Data-Driven Decision Making
- Leadership & Team Development
- Process Optimization & Quality Assurance
- Stakeholder Collaboration
- Startup Agility & Problem Solving
- Multitasking
- Microsoft Suite
- Salesforce
LANGUAGES
Spanish - Native
Timeline
Patient Experience Manager
Velocity Clinical Research
06.2024 - Current
Operations Manager
Vigilint
01.2022 - 06.2024
Assistant Supervisor
Raleigh-Wake Emergency Communications
08.2013 - 12.2021
Bachelor of Science - undefined
University of North Carolina at Charlotte