Open to opportunities

Alejandra Torres M

@alejandratorresm

Message

Business Analyst/Product Owner driving digital transformation, process optimization, and customer-focused solutions.

Colombia

Message

What I'm looking for

I seek dynamic, results-driven teams where I can lead analysis and digital transformation projects, drive strategic initiatives, and improve customer and operational outcomes.

I am a Business Analyst and Product Owner with an Industrial Engineering background and postgraduate training in Financial Management, Project Management, and Data Analytics. I bring more than 10 years of experience across commercial aviation, energy, consulting, and BPO sectors, focused on continuous improvement, operational efficiency, and customer experience.

I have led requirements gathering, process documentation, and collaboration with users and technology teams to deliver viable solutions, including BRDs, KPIs, use cases, user stories, data mappings, workflows, and report specifications. I translate business needs into actionable deliverables and facilitate communication across stakeholders.

At Avianca I identified improvement opportunities for Contact Center operations, implemented automation that reduced back-office response times by 60%, and improved NPS by over 10 points through an exclusive service model for strategic accounts. I also designed analytical dashboards to optimize direct sales performance and incentives.

I am proficient with advanced Excel, Power BI, JIRA, Confluence, Microsoft Dynamics CRM, Zendesk, SAP, and agile methodologies (Scrum). I look for dynamic environments where I can contribute to analysis and digital transformation, applying strategic thinking and a results-oriented approach.

Experience

Work history, roles, and key accomplishments

Business Analyst

Avianca S.A.

Nov 2015 - Jul 2023 (7 years 8 months)

Led requirements gathering and implemented automation and CRM integrations for regional Contact Center, reducing back-office response times by 60% and increasing NPS by over 10 points through a strategic service model for key accounts.

Business Analysis CRM Zendesk Process Automation UAT Test Cases KPI Design Power BI Jira Confluence

Cost and Budget Analyst

XM Filial de ISA S.A. E.S.P

Jun 2015 - Nov 2015 (5 months)

Led budget workflow design and produced budget tracking reports for IT and HR areas, improving information quality in the cost model and supporting strategic decision-making during the annual budgeting cycle.

Budgeting Cost Analysis Process Mapping Financial Reporting

Technology Operations Budget Analyst

XM Filial de ISA S.A. E.S.P

Apr 2014 - Apr 2015 (1 year)

Managed planning and control of IT budgets (over USD 800K) and supervised contracts exceeding USD 2M, delivering monthly reports and ensuring invoice control and provisions for the Technology department.

Contract Management Financial Analysis SAP Reporting

Assistant Consultant

RPA Consulting Group

Feb 2013 - Feb 2014 (1 year)

Applied lean methodologies to map and optimize processes across healthcare and pharmaceutical clients, identifying bottlenecks and proposing operational improvements to increase productivity and service quality.

Process Mapping Lean Management Time Studies Process Optimization Continuous Improvement

Assistant Consultant

Universidad EAFIT

Nov 2012 - Jan 2013 (2 months)

Supported market expansion planning for manufacturers and retailers of plastic products, conducting business opportunity analysis and proposing growth and process optimization strategies.

Market Analysis Growth Strategy Process Optimization Competitive Research Reporting

Trainee

XM Filial de ISA S.A. E.S.P

Jan 2011 - Dec 2011 (11 months)

Contributed to strategic planning and funding efforts for the Colombia Inteligente smart grid project, designing critical paths, legal documentation, risk analysis, and performance indicators for phase one.

Project Planning Risk Analysis KPI Design Documentation

Education

Degrees, certifications, and relevant coursework

George Brown College

Postgraduate Certificate, Analytics / Project Management

2023 - 2024

Completed postgraduate programs in Analytics for Business Decision Making (2023) and Project Management (2024) focused on applied analytics and project delivery methods.