Alejandro Alvarado
@ajalvarivera
Back office operations analyst specializing in data governance, operational reporting, and SLA-driven B2B support.
El SalvadorWhat I'm looking for
I’m a Back Office Operations and Process Optimization specialist with 6+ years of experience at TELUS Digital, building my career at the intersection of data integrity, operational reporting, and enterprise B2B support. I started in technical escalations to understand where friction forms, then moved through Quality Assurance into analytical and back-office operations so I bring a 360° view of how backend precision drives client satisfaction.
My core work centers on data governance & auditing, migration and project tracking, and operational reporting through dashboards in Google Sheets and Looker Studio. I lead data integrity audits across Salesforce CRM and Vector, reconcile discrepancies across active client portfolios (including investigative resolution for ~70 accounts), and act as the primary escalation point for P0 technical blockers while maintaining 100% SLA compliance for enterprise clients. I also apply continuous improvement through workflow optimization, root cause analysis, and training grounded in audit trends so my teams move faster with fewer errors.
Experience
Work history, roles, and key accomplishments
Operational reporting and data governance specialist embedded within a high-accountability B2B support structure, working directly with enterprise-level accounts.
- Maintain accurate real-time tracking of migration completion status across an enterprise client portfolio, ensuring stakeholder reports reflect zero discrepancies throughout the ongoing project.
- Execute comprehensive data integrity
Quality governance and business intelligence analyst responsible for maintaining data accuracy standards and driving operational improvements across large-scale B2B support teams.
- Governed quality standards for multi-team support operations, maintaining a consistent 98.5% accuracy rate across all audited B2B datasets.
- Engineered 5+ strategic training modules based on audit trend analysis, re
Front-line technical escalations specialist for enterprise and retail clients, consistently exceeding all performance benchmarks.
- Resolved complex technical and billing issues for enterprise clients, exceeding First Contact Resolution (FCR) and Average Handle Time (AHT) KPIs by 12% above department benchmarks.
- Acted as Subject Matter Expert (SME) for new hires, providing floor support and po
Customer Technical Support Representative and Billing Support
Jun 2019 - Oct 2019 (4 months)
- Provided billing support, technical troubleshooting, and up selling assistance for retail clients.
- Consistently maintained quality and SLA standards across all customer interactions.
Provided billing support, technical troubleshooting, and upselling assistance for retail clients while maintaining quality and SLA standards. Supported customer interactions to ensure issues were handled within required service expectations.
Education
Degrees, certifications, and relevant coursework
Liceo de Escazú
High School Diploma
Costa Rica 2015
Municipalidad de Escazú, Costa Rica
High School Diploma
Tech stack
Software and tools used professionally
Availability
Location
El SalvadorAuthorized to work in
Job categories
Skills
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