Pedro Angel Alvarado Pedro Angel Alvarado

Vice President of Operations

Transforming operations through people, process, and performance.

Driven by a belief that great results come from investing in people, improving processes, and staying focused on what matters most.

Explore my work
01
$2.7M
Annual training & onboarding cost reduction
02
15% → 87%
Trainee completion rate, within six months
03
10%
Contract cost savings via vendor renegotiation
04
3 centers
New BPO sites launched ahead of schedule
01 About

About Pedro

Pedro Angel Alvarado

Operations leader with a track record of scaling contact centers, launching global BPO operations, rebuilding quality and training programs, and turning operational challenges into measurable business results. Over the past decade at Entertainment Benefits Group, I have helped lead customer experience and operations across multiple lines of business, building the systems, teams, and processes that drive performance at scale. From launching new operations in the Philippines and Guatemala to modernizing training, quality assurance, reporting, and telephony platforms, my focus has remained the same: create clarity, remove friction, and help teams perform at their best. I believe lasting results come from investing in people, improving processes, and making decisions grounded in data. Whether leading operational transformations, developing leaders, or solving complex business challenges, I am driven by the opportunity to build organizations that scale, perform, and endure.

Core competencies
Contact Center Operations BPO Launch & Vendor Management Workforce Management (WFM) Quality Assurance Frameworks Training & Enablement Telephony & IVR (Five9) Data Analytics & BI Reporting Online Reputation Management Process Optimization P&L & Cost Reduction
02 Experience

A track record built on measurable results

Vice President, Customer Experience

Entertainment Benefits Group (EBG)

Oct 2021 – Present Current
  • Directed the launch of a new BPO operation, renegotiating terms to consolidate operations and achieve a 10% cost reduction across contracts.
  • Expanded BPO operations in the Philippines and Guatemala, launching three new centers across two partners ahead of schedule.
  • Built training, IVR systems, QA frameworks, and reporting for three new lines of business, driving customer satisfaction and operational efficiency.
  • Led the transition to the Five9 telephony system, overseeing IVR development and seamless implementation across internal and external users.
  • Implemented Power BI for contact center reporting, streamlining data access and surfacing actionable insights for performance improvement.
  • Established an Operational Optimization Team that uses data analytics to identify and rectify operational and customer-impacting defects.

Director, Customer Experience — QA, Online Reputation & Training

Entertainment Benefits Group (EBG)

Jun 2019 – Oct 2021
  • Introduced a progressive, practice-based training system that produced more confident agents and saved $2.7M annually in onboarding and training.
  • Elevated trainee completion rates from 15% to 87% within six months by revamping the training methodology.
  • Reestablished company-wide Standards of Excellence.
  • Unified the previously fragmented QA and training departments for streamlined communication and cohesion.
  • Pioneered a proactive approach to online reputation, extending EBG’s reach and improving brand image across multiple digital platforms.

Senior Manager, Quality Assurance & Online Reputation

Entertainment Benefits Group (EBG)

Jan 2019 – Jun 2019
  • Managed online reputation across multiple platforms, proactively driving customer engagement and ensuring positive brand representation.
  • Spearheaded a QA overhaul, simplifying evaluation metrics and ensuring uniformity in performance expectations to elevate service standards.

Senior Manager, Customer Care

Entertainment Benefits Group (EBG)

Jul 2018 – Jan 2019
  • Directed 7 managers in addressing excessive hold times, reducing them from over 3 hours to within SLA parameters.
  • Spearheaded process optimization efforts to enhance customer service.
  • Utilized workforce management tools for better staff scheduling and workload distribution.

Manager, Quality Assurance & Online Reputation

Entertainment Benefits Group (EBG)

Nov 2017 – Jul 2018
  • Initiated the company’s first QA team, developing the foundational QA criteria.
  • Managed online reputation on platforms including BBB and ConsumerAffairs.
03 Selected Work

Initiatives that moved the numbers

$2.7M saved

Rebuilt training from the ground up

Replaced a failing onboarding program with a progressive, hands-on system. Completion climbed from 15% to 87% in six months and annual training cost dropped by $2.7M.

3-hour holds → SLA

Crushed hold times

Directed seven managers through a workforce-management and process overhaul that pulled hold times from over three hours back inside SLA.

3 new centers

Scaled BPO across two countries

Launched three new contact centers across the Philippines and Guatemala with two partners, all ahead of schedule, while cutting contract cost 10%.

Platforms & tools
Five9 Power BI Salesforce JIRA WFM Suites IVR Design Google Workspace SQL / Reporting
04 Contact

Get in touch

Whether it’s to discuss an opportunity, a business challenge, or simply to connect, I invite you to reach out.

Email [email protected]