Customer Service Success Manager

JOEL ALVAREZ

SUMMARY

Empathetic, strategic, and results-driven Customer Service professional with 10+ years of leadership in luxury hospitality and high-volume customer-facing roles. Known for building powerhouse teams, developing people-first service strategies, and creating systems that enhance customer satisfaction, retention, and loyalty. Passionate about leading with empathy while driving performance and operational excellence.

WORK EXPERIENCE

EDUCATION

Lead a high-performing, multi-site retail and customer experience operation across luxury fitness locations, consistently driving engagement and delivering best-in-class service. Manage remote and in-person teams, ensuring high levels of accountability, communication, and performance across both digital and physical platforms. Regularly analyze KPIs including NPS, CES, and resolution time, using insights to coach team members toward individual and collective success.

Collaborate cross-functionally to introduce new tools and processes, and support adoption of CRM and service platforms (e.g., Salesforce).

Recognized for fostering a culture of belonging and operational excellence in high-volume, fast-paced environments.

District Manager, Equinox March 2024- Present

SKILLS & EXPERTISE

Bilingual Customer Retention & Loyalty Service Recovery Conflict Resolution Sales Performance Team Training & Development Hospitality Leadership CRM Systems Remote & In-Person Team Management Salesforce Microsoft Office Suite

Assistant General Manager of Operations, Equinox

Oversaw day-to-day operations and led a 80+ person service and hospitality team in some of Equinox’s busiest NYC clubs.

Delivered on critical customer service KPIs, maintained operational readiness during holidays and peak periods, and provided hands-on coaching to improve communication tone, clarity, and empathy. Acted as the primary point of contact for escalated member concerns, documenting and resolving complex service cases with professionalism and urgency. Partnered with CX leaders to develop training modules that improved service recovery, streamlined issue resolution, and elevated the member experience. Excelled in balancing operational goals with emotional intelligence, creating a positive and empowered frontline culture.

May 2023- March 2024

Bachelor of Arts in Media and Communication

Arizona State University

NEW YORK, NY 10705 305-***-**** ***********@*****.*** August 2016- May 2020

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