Alejandro Jimenez

My name is Alejandro; however, I prefer to go by Alex. I am originally from the Dominican Republic and raised in the United States. I am a bilingual professional fluent in English and Spanish with a lifelong passion for technology. I’m a self-described "tech nerd" who loves tinkering with hardware, a passion that culminated in building my own gaming PC from scratch. This hands-on curiosity is what fuels my work in Technical Support and Quality Assurance; I truly enjoy the challenge of troubleshooting complex issues to improve the experience for both customers and agents.
Beyond the screen, I am a highly outgoing person who loves making new connections, whether I’m out for a walk, hanging out with friends, or catching a movie. I believe in putting 100% effort into everything I do, and I am always eager to embrace new opportunities that allow me to learn, grow, and contribute to a team's success.
 

My expertise is centered on several key functional areas:
• Quality Assurance & Leadership: As a leader in Quality Assurance, I have experience managing and mentoring professionals and driving quality initiatives that impact large, global support teams. I am highly skilled at ensuring strict compliance with Standard Operating Procedures (SOPs) and utilizing data to spearhead projects that improve key metrics, such as warranty rates and Return Merchandise Authorization (RMA) performance.
• Performance Coaching & Development: I excel at delivering targeted coaching interventions and implementing training strategies. By conducting comprehensive root-cause analysis (e.g., First Call Resolution analysis), I develop actionable insights that elevate team performance, enhance Service Level Agreement (SLA) compliance, and significantly reduce repeat contact rates.
• Technical and Security Proficiency: My technical experience includes performing advanced network troubleshooting and diagnostics to resolve complex connectivity issues. Furthermore, I have extensive experience in handling sensitive and high-level escalations, which require strict adherence to enhanced verification protocols, account ownership verification, and data security policies.
 

Currently Studying at Southern New Hampshire University. 

Bachelor's Degree in Information Technology