Cristhofer Rivas
Back Office SME (Mercury)
San Salvador
Summary
Fourth-year Computer Science and Systems Engineering student with a strong background in advanced technical support, back-office data validation, and operations analysis. Demonstrated expertise in full-stack software development (.NET, C#, SQL Server) and analytical problem-solving. Bilingual professional (Spanish/English) committed to operational efficiency, process improvement, and technological innovation.
Overview
2
2
Languages
1
1
Certification
1
1
year of professional experience
Work History
Subject Matter Expert
Telus International
05.2026 - Current
- Resolved complex customer issues using product knowledge and policy guidance.
- Reviewed escalations and provided precise recommendations for next-step resolution.
- Clarified process questions for agents to support accurate case handling.
- Updated knowledge base content to reflect current procedures and best practices.
Back Office Specialist
Telus International
05.2025 - 04.2026
- Reviewed customer requests, validated documentation, and updated account information in internal systems.
- Processed back-office cases, maintaining accurate records and timely resolution within service guidelines.
- Monitored work queues, prioritized pending tasks, and supported consistent workflow completion.
- Escalated complex issues to appropriate teams while preserving case notes and follow-up details.
Education
Bachelor of Science - Computer Science
Universidad Evangelica De El Salvador
San Salvador, El Salvador 05.2001 -
Skills
- Development & APIs: NET, C#, ASPNET MVC, Angular, TypeScript, RESTful APIs, Entity Framework, HTML5 / CSS3
- Databases & Querying: SQL Server, T-SQL, basic database design
- Tools & Version Control: Git, Visual Studio, VS Code, Linux basics (Bash)
- Core Competencies: Analytical problem-solving, debugging and troubleshooting, continuous learning
Certification
NoSQL Databases Certificate
Timeline
Subject Matter Expert
Telus International
05.2026 - Current
Back Office Specialist
Telus International
05.2025 - 04.2026
Bachelor of Science - Computer Science
Universidad Evangelica De El Salvador
05.2001 -
Continuous Learning & In-Progress Training
- * Docker & Containerization: Currently taking specialized courses to understand container deployment, Dockerfiles, and containerized application workflows.
* Google Cloud Platform (GCP Learning Path): Starting foundational and cloud engineering paths on Platzi to build skills in cloud architecture and services.