leadership
 

Nico Alvarez

Vice President, Client Services

Nico's photo

Nico Alvarez has 29 years of experience in the dental health care industry with a specialty in managing high-volume customer service and account management. She has been with LIBERTY for eight years and services as its Vice President of Client Services, overseeing a broad range of the company’s client-related services including the Account Management and Implementation team. She joined LIBERTY Dental Plan in 2010.

Prior to joining LIBERTY, Nico held positions at Delta Dental for over 17 years. Beginning as a bilingual Customer Service Representative, she worked her way up through supervisor positions all the way to Manager, Customer Service, a title she maintained for ten years. Among her many accomplishments, Nico implemented a department cross training in all areas of operations; this strategy contributed greatly to a 20 percent increase in first call resolutions. In addition to these tactical developments, she managed an inbound/outbound team of five Supervisors, four Coordinators and Analysts, and over 75 Customer Service Representatives.

Her success at Delta was built off of her initial work experience at Dental Health Services in Long Beach, CA as a Group Service Manager. In this position, Nico was responsible for Union and School account success and retention. She conducted on-site group calls to ensure product commitment was executed; managed open enrollment and employee benefit health fairs; and preserved general good relations with her client accounts.