Operations-Focused Customer Success Leader

Ipo Lani Alcaraz

Driven - Diligent - Dependable

Phoenix, AZ 85014 +1-602-***-**** ***************@*****.*** Professional Summary

Tech-savvy, Hard-working and Determined.

I am a reliable professional, seeking to utilize my skills in a fast-growing environment. I love to learn from my team as well share my knowledge. It is important to me, that I nd employment where growth is encouraged and 5-star service is standard practice. Work Experience

Customer Success Manager

SUNVEK Roo ng

January 2025 to Present

• Engaged with clients through multiple communication channels, ensuring prompt and professional responses to inquiries.

• Coordinated and scheduled technicians e ciently, supporting project timelines and client needs.

• Maintained accurate client records and touchpoints in CRM systems, including ServiceTitan.

• Collaborated with cross-functional teams to generate invoices, quotes, and ensure timely cash collection.

• Addressed client complaints and escalations, ensuring high satisfaction and retention.

• Supported transparent communication with department managers, sta, and clients.

• Assisted with employee onboarding, payroll, and documentation to support operational e ciency. O ce Manager

Omazing Air LLC Gilbert, AZ

July 2024 to September 2024

• Oversaw daily o ce operations, ensuring work ow e ciency and organizational accuracy.

• Managed administrative sta, assigned tasks, and monitored performance to maintain productivity.

• Coordinated scheduling, meetings, and calendars for executives and teams.

• Maintained accurate records, ling systems, and con dential information for clients and sta .

• Served as primary point of contact for internal teams, clients, and external partners.

• Supported onboarding, training, and employee engagement initiatives. Service Dispatch Manager

Rooter Ranger Plumbing Arizona

October 2023 to July 2024

• Optimized dispatch board for pro tability by analyzing data from multiple platforms.

• Assigned best-matched technicians to calls based on skill and service need, reducing drive time and costs.

• Maintained concise communication with customers and technicians regarding assignments and schedules.

• Generated signi cant sales through e ective dispatch and client engagement. Quality Assurance Manager / Regional Dispatcher

Rooter Ranger Plumbing LLC Arizona

January 2023 to October 2023

• Ensured daily schedules in ServiceTitan met client needs e ciently and professionally.

• Provided support to revenue and service departments, engaging with technicians and clients.

• Prioritized tasks to meet tight deadlines in a fast-paced environment.

• Conducted quality control checks and reported concerns to management.

• Acted as backup dispatcher, managing eld technicians across multiple locations. Install Coordinator

Rooter Ranger Plumbing LLC Arizona

September 2022 to January 2023

• Coordinated sales team schedules, managed documents, and communicated relevant information across departments.

• Provided daily updates to management and teams, identifying trends and improving e ciency.

• Processed orders accurately and informed clients of delays or issues.

• Monitored team progress, identi ed shortcomings, and proposed improvements.

• Created detailed reports for management and maintained high-level correspondence with clients and sta . Dispatch / Customer Service Representative

Rooter Ranger Plumbing LLC Arizona

February 2022 to September 2022

• Scheduled and coordinated all booked service and maintenance calls for clients.

• Managed customer accounts, ensuring records were current and accurate.

• Dispatched service technicians based on skill and service need, minimizing costs and building client con dence.

• Communicated service call status to clients and followed up post-service.

• Provided administrative support and cross-trained new hires in dispatch and customer service roles.

• Utilized ServiceTitan, WhatsApp, and MS Teams for daily operations. Business Development Consultant

DemandInc.co Arizona

July 2021 to February 2022

• Generated B2B and B2C demand through appointment setting and client engagement.

• Collaborated with cross-functional marketing and sales teams to design and optimize campaigns.

• Conducted 1:1 meetings with clients to establish e ective communication scripts.

• Evaluated campaign e ectiveness and identi ed areas for improvement.

• Exceeded monthly KPI and metrics expectations through consistent client outreach. Dispatcher / Customer Service

Rooter Ranger LLC Arizona

October 2020 to July 2021

• Generated qualifying sales leads via inbound and outbound calls.

• Coordinated technician schedules across multiple locations, dispatching based on service need and technician ability.

• Maintained customer database accuracy and responded to client inquiries regarding service and invoicing.

• Communicated with all departments and clients to ensure scheduled service calls were met on time. Manager / Sales Lead

Herbal Risings CBD Dispensary Arizona

April 2020 to October 2020

• Maintained store appearance and merchandising to support daily sales and marketing campaigns.

• Managed daily operations, high-volume customer service, and sales goal achievement.

• Increased product sales and customer retention through targeted promotions and in-store o ers.

• Generated sales leads via web advertising and in-person promotions. Manager / Lead Key Holder

Johnnie Wine Texas

January 2020 to March 2020

• Processed cash and credit transactions using CRE POS system.

• Managed store opening/closing, inventory reporting, and work environment cleanliness.

• Increased weekly sales and store pro tability through up-selling and inventory management.

• Suggested changes in retail items and placement to drive product sales. Sales Lead

Nature's Oils Texas

November 2019 to March 2020

• Built rapport with customers, vendors, and sta to support sales and service.

• Maintained bookkeeping and nancial reporting systems for the facility.

• Increased customer base through web advertising and in-person marketing e orts.

• Managed purchase transactions at vendor events.

House Cleaning Professional

Minute Maids Cleaning Services Texas

October 2015 to March 2020

• Communicated directly with homeowners to provide excellent service and address requests.

• Ful lled client requests while maintaining company reputation for quality.

• Consistently exceeded client expectations to ensure repeat business.

• Performed heavy cleaning duties including oors, glass, walls, and carpets. Education

Computer Technology (Level 1 & 2)

Rio Salado Community College Goodyear

July 2008 to April 2014

TSR Foundations (Level 1 Training)

Thomas Reardon; Televerde Goodyear

January 2006 to June 2007

• New Hire Orientation

• Foundations

• Service & Methodology

• Technology

• Marketing

• Business Practices

• TSR Business Plan

• Business Portal

• Quality & Data Standards

General Studies (GED)

Black Canyon School Phoenix

February 2003 to November 2003

Some college

Skills

Customer service Administrative experience Scheduling Dispatching Client communication Email correspondence Salesforce Google Workspace Invoicing Order processing CRM system pro ciency Attention to detail Multitasking Time management Customer complaint resolution Languages

English

Certi cations and Licenses

Driver's License

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