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
Similar Profiles
Bhakti PatelBhakti Patel
Executive Director Clinical Operations at VELOCITY CLINICAL RESEARCHExecutive Director Clinical Operations at VELOCITY CLINICAL RESEARCH
Trysta HammelTrysta Hammel
Clinical Research Associate at Velocity Clinical ResearchClinical Research Associate at Velocity Clinical Research
Denise BenjaminDenise Benjamin
Physician Assistant, PA-C at Velocity Clinical ResearchPhysician Assistant, PA-C at Velocity Clinical Research
Allan W. MalindaAllan W. Malinda
Senior Clinical Research Coordinator- Asthma, Allergies & Vaccines at Velocity Clinical ResearchSenior Clinical Research Coordinator- Asthma, Allergies & Vaccines at Velocity Clinical Research
TERI BROWNTERI BROWN
Certified Pediatric Nurse Practitioner at Physicians SolutionsCertified Pediatric Nurse Practitioner at Physicians Solutions