Henie Alvarez

Henie Alvarez Email ID- Contact No.: - Career Objective A hard working, enthusiastic and energetic professional with 4+years of experience in BPO industry in different domains like Operations, Process Improvement, Client Relationship Management and Customer Service. Aggressively instrumental in reaching out to customer needs and satisfaction; exhibiting self administrative and Customer Care skills for self development and hence expediting and resonating organizational Growth. Career Summary 4 years experience in BPO organizations. Exceptional abilities in project design and management with the organizational and supervisory skills to assure success. Success in meeting new technical challenges and finding solutions to meet the need of the client/customers Comfortable working with DB2 mainframe database setup, writing SQL queries and GUI testing. Understanding of hypothesis tests like 1 sample T Test, 2 Sample T Test, 1 Way ANOVA, GLM, Regression etc. Personal Qualities Delegates and monitors work to meet and beat deadlines. Unmatchable communication skills in written and verbal both. Works well in both team environments and individual assignments. Dedicated, hard working and proven ability to plan, organize the projects in both small and larger groups. Key Responsibilities Handled Monitoring overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize overall customer experiences. Mapping client�s requirements and coordinating in developing, implementing and transitioning processes in line with the guidelines specified by the client. Creating & implementing workflows to facilitate structured support in all areas and issues. Ensuring the KPIs are exceeding the agreed SLAs and process fairs above client expectations. Handling external client complaints, coordinating for root cause analysis and preparing CAPA. Organizing MIS of customer complaint and presenting in monthly Quality Review. Strong and regular interaction based on results with the clients in Weekly Tele-Conference calls Handling client and customer escalations on phone and e-mails. Attending weekly / monthly / quarterly and yearly business reviews. Achievements Benefits Mastermind Award in November 2014 Champions Award June 2015 Enthusiastic Client Certificate 2015 Premier Team award 2016 Employer Estilinq BPO Sixeleven Global Services Extra Curricular Activities Reading, Music, Played Guitar for college music meets & music society Dinging and Dancing Personal Details Date of Birth: June 4,1994 Languages Known: English, Tagalog,bisaya Address: Rambotan St. East General Santos City