Adam Alvarez

Customer Success Leader

About Me

Enterprise product and customer delivery leader with deep contact center domain expertise and strong technical fluency. Experienced deploying AI-powered analytics and automation, from scoping and solution design through launch, enablement, and iteration, driving measurable improvements in efficiency, quality, and customer experience.

Based in Raleigh, NC, I'm an avid coder and AI enthusiast working with ChatGPT, Gemini, Claude (and Claude Code), and Grok. When I'm not working, cooking is my passion.

Experience

Business Consultant (AI & Contact Center Analytics)

Farlinium

2024 - Present

  • Lead AI, contact center, and deployment of AI-powered contact center solutions, from discovery and scoping through launch, iteration, and value realization. TCV of services managed is ~$600k on top of software license.
  • Own strategic relationships with Fortune 500 customers in Healthcare (HCSC), Financial Services (Global Payments) and Manufacturing (Cummins), engaging stakeholders from frontline operations to executives.
  • Lead root-cause analyses on repeat call drivers and AI Agent failures for TransUnion, reducing inbound call volume through targeted optimization.
  • Build fraud-detection analytics for HCSC identifying anomalous caller behavior, preventing account breaches.

Software Project Manager (Product & Implementations)

Masslight

2018 - 2024

  • Managed a cross-functional team of 5+ engineers to deliver customer-facing payment and account management features from requirements through production with on time delivery for AARP.
  • Acted as the primary interface between business stakeholders and engineering, translating requirements into technical scope, delivery plans, and success metrics.
  • Analyzed and presented test results and product performance metrics to leadership, informing feature prioritization and go-to-market decisions.

Business Development Lead

Masslight

2018 - 2020

  • Led data-driven growth initiatives generating $5M+ in lifetime customer value through experimentation and performance optimization.
  • Built and scaled strategic partnerships supporting customer acquisition and product adoption.

Skills

Analytics & Automation

  • Virtual Assistant Optimization
  • Contact Center Analytics
  • Automated QA & Agent Performance
  • Data Analysis (Python, SQL, Excel)

Solution Design & Delivery

  • Enterprise Stakeholder Ownership
  • Customer Workshops
  • Solution Design
  • Prompt Engineering

Documentation & Process

  • Best Practice Documentation

Education

Data Science Program

BloomTech

2023 - 2024

B.S. Commerce

University of Virginia

2009 - 2014

Projects

Employee Satisfaction

A Data Analysis project using Python - Pandas, Numpy, MatplotLib and more. Check out the Jupyter notebook in the github repo!

View on GitHub

Bandersnatch

A Data Science project using MongoDB / PyMongo, Sklearn Machine Learning modeling, Altair charts, and deployed as a webapp using Flask. I created a fictional Monster Database and used Machine Learning to predict a Monster's Rank given certain attributes.

View on GitHub

Math Game

An interactive math game built with React and Vite to help kids learn equal groups and multiplication concepts through drag-and-drop gameplay.

View on GitHub

PM Project

A full-stack project management tool featuring a React/TypeScript frontend and Node.js backend with CLI support, SQLite database, and RAID log tracking.

View on GitHub

Timeline Generator

A tool for creating and visualizing project timelines.

View on GitHub

Contact

Connect with me: