Alexis Napoli- Alvarez

Alexis Napoli-Alvarez has extensive experience in customer support and service management, currently serving as the Associate Customer Support Manager at The New York Times since November 2017. In this role, responsibilities include contributing to product development and enhancing operational performance for call center agents. Previously, Alexis held positions such as Associate Manager and Escalations Lead, focusing on proactive issue reporting and collaborating with scrum teams to improve customer growth strategies. As an Escalations Specialist, strategy implementation for new customer experiences was tested, leading to significant improvements across channels. Earlier, as a Customer Care Advocate, innovative retention strategies contributed to over 80% year-over-year subscriber retention. Alexis also has experience as a Customer Service Representative at Island Photography and an Editorial Intern at Westchester Magazine. Academic qualifications include a Bachelor of Arts in English Language and Literature from Manhattanville University.