Alexandra Suarez
Senior Customer Experience Specialist at Sightbox
Creative Leader and Cross-Team Coordinator
Driven and forward-thinking with extensive background in customer experience, project management, and eCommerce. Manage operational projects and lead teams in identifying and implementing efficient workflows. Approach projects with keen focus on intricate details and remain calm in high-pressure situations, saving valuable time in product development, avoiding complications, and simultaneously driving projects to completion. Seamlessly manage multiple projects, quickly adjust to changes in priorities, and listen to feedback to ensure delivery of successful product and client experience.

Well-attuned to others, with calm, confident persona and dedicated to providing best in class support for team and clients. Develop key relationships with internal and external partners to drive business forward.
Sightbox
https://www.linkedin.com/company/sightbox
Led 4-person team of senior knowledge experts in account billing and membership rebalancing. Coordinated payment arrangements for delinquent accounts to bring billing and scheduled services back in alignment with member’s annual vision care plan and contact lens subscription. Main point of contact for account billing escalations and communication across departments. Managed eye clinic relations alongside eye care professional team to support clinics from initial exam to finalized contact lens prescription.
• Contributed to improving internal tools for billing and subscription management, advising product and development on efficient workflows and member’s experience in billing portal.
• Appointed as resource manager for billing policies and procedures, creating documentation, establishing guidelines, increasing efficiency, and informing training.
• Utilized communication skills and professionalism to work with clinics via phone and email, improving relations with clinics and increasing member satisfaction.
• Recognized for reducing team’s overall workload, receiving peer-awarded honors.
Portland, Oregon Area
https://media-exp1.licdn.com/dms/image/C510BAQH0_l2CyirmxA/company-logo_100_100/0/1519885412464?e=1655942400&v=beta&t=IuCwpUTuSYjRrvXcpsjhMzZpK4roQ5N2W8W4T8qtVVA
Senior Customer Experience Specialist
Lyft
https://www.linkedin.com/company/lyft
Oversaw front-of-house operations as shift lead. Part of 5-person team of senior community associates knowledgeable in driver onboarding, vehicle rentals, accident reporting, payment processing, and Lyft application and account troubleshooting. Owned and maintained local rideshare competitor data, managed team of 30+ independent intel sources, and reported findings to local leadership and nationwide competitive intelligence team.
• Implemented 3-strike escalation process, minimizing liability and setting standard for incident reporting between local team and Trust & Safety.
• Championed de-escalation and empathy training for community associates and local operations staff, building team cohesion and ensuring confidence and safety in day-to-day customer interactions.
• Simplified competitive intel reporting, increasing productivity and eliminating unnecessary data collection and analysis.
• Decreased costs and improved quality of competitive intel data by identifying and targeting most productive driver and passenger sources.
• Grew total number of competitive intel sources for drivers and passengers by 10% via recruitment.
Portland, Oregon Area
https://media-exp1.licdn.com/dms/image/C560BAQFoMDej0VdZVA/company-logo_100_100/0/1545416046198?e=1655942400&v=beta&t=w6pcZuv1ArjpEghRdexk_ErOLEUpqCmdTbSTOSRvdEQ
Community Associate, Shift Lead & Competitive Intelligence Specialist
ShopKeep
https://www.linkedin.com/company/shopkeep-pos
Oversaw internal operations supporting point-of-sale hardware and distribution. Planned and implemented systems to collect key operations insights to inform resource and training initiatives.
• Streamlined communication between eCommerce and internal teams via SalesForce case management system, reducing overall eCommerce workload by 30% and improving response-time to distribution incidents.
• Improved record transparency by adding distribution data previously unavailable outside eCommerce, decreasing time to diagnose hardware and software issues for customer care and quality assurance.
• Created and managed documentation surrounding order and hardware support, optimizing training and reducing ordering and troubleshooting errors.
Portland, Oregon Area
https://media-exp1.licdn.com/dms/image/C4E0BAQFfGUNa47ZtTQ/company-logo_100_100/0/1591020316855?e=1655942400&v=beta&t=HCsjmaXkkutQQQbCBtmOfwio0_ql_WDlCIqfABTsWNQ
eCommerce Operations Manager, Order Support
ShopKeep
https://www.linkedin.com/company/shopkeep-pos
Worked with sales to increase efficiency and develop resources and training. Interfaced with distributors for order coordination and incident resolution. Maintained workflow metrics to track issues and improve order processing.
• Produced sales onboarding materials, surveying top-performers in hardware sales and consolidating approaches into training modules.
• Honored by companywide vote for owning and managing increased order volume during marketing promotions, while maintaining exceptional level of service and minimizing processing time.
Greater New York City Area
https://media-exp1.licdn.com/dms/image/C4E0BAQFfGUNa47ZtTQ/company-logo_100_100/0/1591020316855?e=1655942400&v=beta&t=HCsjmaXkkutQQQbCBtmOfwio0_ql_WDlCIqfABTsWNQ
eCommerce Associate
ShopKeep
https://www.linkedin.com/company/shopkeep-pos
Supported users in hardware and software training, troubleshooting, and account setup and maintenance. Maintained records on customer inquiries, feature requests, hardware orders and returns, and software or payment processing incidents. Acted as liaison between customers and resellers, eCommerce, sales, channel, product, development, and marketing.
Greater New York City Area
https://media-exp1.licdn.com/dms/image/C4E0BAQFfGUNa47ZtTQ/company-logo_100_100/0/1591020316855?e=1655942400&v=beta&t=HCsjmaXkkutQQQbCBtmOfwio0_ql_WDlCIqfABTsWNQ
Customer Care Advisor
Bachelor of Music (B.M.)
Jazz & Contemporary Music - Instrumental Performance for Saxophone
https://media-exp1.licdn.com/dms/image/C4D0BAQF6TmzLkch0dQ/company-logo_100_100/0/1561566354660?e=1655942400&v=beta&t=r124YsAgZw3h7dsF0vOzexg0zy8oSXN8XNsK3Wyu_KI
New York University
https://www.linkedin.com/school/new-york-university/
Peer-awarded recognition for outstanding service.
Sightbox
Encore Award
Recognition for outstanding service by companywide vote.
ShopKeep
ShopProps
Science and Technology
PDX Women in Tech (PDXWIT)
https://www.linkedin.com/company/pdx-women-in-tech-pdxwit-
Coordinated with event organizers and hosts to collect and organize resources and copy for PDXWIT events.
https://media-exp1.licdn.com/dms/image/C560BAQGL_eE5fnKgjQ/company-logo_100_100/0/1625150151818?e=1655942400&v=beta&t=--zMN2N54EJWeVl-68iqQyZpcDZ7tZpGLMztScp3UBs
Event Planning Coordinator
Science and Technology
PDX Women in Tech (PDXWIT)
https://www.linkedin.com/company/pdx-women-in-tech-pdxwit-
Photographed PDXWIT events and workshops and curated submissions from PDXWIT photo team, posting final cuts on social and PDXWIT site.
https://media-exp1.licdn.com/dms/image/C560BAQGL_eE5fnKgjQ/company-logo_100_100/0/1625150151818?e=1655942400&v=beta&t=--zMN2N54EJWeVl-68iqQyZpcDZ7tZpGLMztScp3UBs
Event Photographer & Photo Team Asset Manager
Natalie Marie Sober (she/her/hers)
      
          



            
              
        
              
  

    
        Alex is one of the hardest working, most deeply committed individuals I’ve had the pleasure to work with. She will stick with any task until It is 110% complete and she does not let anything slip through the cracks. She often thinks of just the right question that’s managed to go unsaid. Additionally, she maintains a calm and optimistic attitude even in difficult scenarios. I would highly recommend Alex as an addition to anyone’s team, and I would gladly work with her again. Elizabeth Stock
      
          



            
              
        
              
  

    
        Alexandra has been an incredible asset to the event planning and creative teams here at PDXWIT for the last several years. Thanks to her, the planning of events is seamless and prompt. This work involves communicating with a variety of stakeholders and ensuring key deadlines are met. She is often the first person from the organization to make contact with host companies and guest speakers and is able to build effective relationships right away. Alexandra also manages event photos to ensure that PDXWIT website visitors can view past event photos promptly following an event.  So grateful for her contributions!

https://www.linkedin.com/in/aesuarez
Cambridge, MA
Alexandra Urquijo
MBA Candidate at MIT Sloan School of Management
https://co.linkedin.com/in/alexandra-su%C3%A1rez-77862b88
Colombia
Alexandra Suárez
Director Preventa en Intergrupo - Business Development Executive
https://www.linkedin.com/in/alexandramsuarez
Stanford, CA
Alexandra Suarez
Product Design & Mechanical Engineering Student @ Stanford
https://www.linkedin.com/in/alexandrasuarez87
Atlanta, GA
Alexandra S.
--
https://ve.linkedin.com/in/alexandra-su%C3%A1rez-507664218
Venezuela
Alexandra Suárez
Diseñador gráfico en Roll Out
Sax on the Web - Saxophone
https://media-exp1.licdn.com/dms/image/C4D07AQFp3SrBhEOS2A/group-logo_image-shrink_200x200/0/1631357481026?e=1647687600&v=beta&t=2bRySLhQDCt00_r9DL1007rJ1Hs4Yq22rRzgal8DSjc
https://www.linkedin.com/groups/41424
NYU Steinhardt Alumni
https://media-exp1.licdn.com/dms/image/C4D07AQHqH2uUb7l1MQ/group-logo_image-shrink_200x200/0/1631358546390?e=1647687600&v=beta&t=XSoOCNq96vl6qZiQ3ki9pNqFcGE7GIpLEiQSb2Vbkys
https://www.linkedin.com/groups/137054