Hi, I’m
Faye Alvarez
Senior Customer Success / Support Specialist
Valenzuela City
Summary
Equipped with strong problem-solving abilities, willingness to learn, reliability, adaptability, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Overview
16
years of professional experience
Work History
Intouch CX
Email/Chat Support - Retail/E-commerce Account
11.2024 - Current
Job overview
- Provide high-quality, non-voice customer support via email and chat for a major retail and e-commerce platform.
- Efficiently manage a high volume of inquiries related to orders, delivery, product details, and account issues.
HSBC Electronic Data Processing Inc.
Senior Financial Support Advisor - HSBC UK Collections
05.2022 - 11.2024
Job overview
- Served as a Senior Advisor, specializing in providing advanced financial support and collections advice to UK clients.
- Managed complex financial accounts and ensured strict adherence to UK banking compliance standards.
24-7 Intouch Philippines
Team Leader - Netflix
09.2019 - 05.2022
Job overview
- Led and managed a team focusing on coaching, performance management, and quality assurance.
- Implemented coaching strategies that improved team metrics for attendance, customer satisfaction, first call resolution and efficiency.
24-7 Intouch Philippines
CSR2 / Subject Matter Expert (SME) - Netflix
05.2017 - 09.2019
Job overview
- Acted as a primary Subject Matter Expert (SME), handling escalated issues and training new team members on complex procedures.
- Mentored junior staff on best practices for customer interactions, promoting a culture of excellence and teamwork within the department.
24-7 Intouch Philippines
Customer Service - Netflix
12.2016 - 05.2017
Job overview
- Troubleshot and resolved customer issues related to Netflix accounts, billing, and services.
- Delivered exceptional support that consistently drove high user satisfaction and first-call resolution.
Stefanini Philippines Inc.
IT Helpdesk - Career Education Corporation Online University
12.2015 - 12.2016
Job overview
- Delivered technical support for proprietary online university systems, assisting students and faculty with connectivity, software, and login issues.
VXI Global Solutions
Customer Service / Technical Support - Comcast Cable
11.2014 - 11.2015
Job overview
- Provided dual support, resolving both general customer service inquiries and technical troubleshooting for cable services.
Stream Global Services/ Convergys
Technical Support – HP Printer Software and Hardware
03.2012 - 11.2014
Job overview
- Provided specialized technical assistance for a wide range of HP printer products, resolving software configuration and hardware failures.
Sitel Philippines Corporation
Customer Service / Technical Support - Cricket Mobile Service
10.2009 - 01.2012
Job overview
- Offered comprehensive support for mobile service activation, billing, and technical mobile device issues.
Education
University of the EastCaloocan City
Bachelor of Science in Business Administration from Business Management
03.2008
University Overview
2nd Year Level
Polo National High SchoolValenzuela City
High School Diploma
04.2006
Pio Valenzuela Elementary School
04-2002
Skills
Customer Experience Management: Proven track record in maintaining high customer satisfaction (CSAT) across voice and non-voice channels
Advanced Troubleshooting: Expertise in diagnosing and resolving technical issues related to software, hardware (Printers, Cable), and digital services (Streaming, Online University systems)
Financial Compliance: Strong understanding of banking procedures and adherence to strict regulatory standards (eg, HSBC UK Collections)
Team Leadership & Coaching: Mentoring, quality assurance (QA), performance management, and leading high-performing teams (Netflix account)
Multichannel Support: Proficient in handling high-volume inquiries via Email, Chat, and Voice
CRM and Ticketing Systems
Data entry
E-commerce and Retail Support
IT Helpdesk Operations
Technical Documentation
Software Installation/Configuration
Leadership & Interpersonal
Subject Matter Expertise (SME)
De-escalation and Conflict Resolution
Performance Improvement Plans (PIP)
Cross-Functional Communication
References
- Ryan, Aban, Team Manager, abanyre1@gmail.com, 09157934488
- Annaliza, Abaigar, Team Manager, abaigar.annaliza23@yahoo.com, 0956873694
- John Mark, Balboa, Operations Manager, jbalboa@intouchcx.com, 09065039090
Timeline
Email/Chat Support - Retail/E-commerce Account
Intouch CX
11.2024 - Current
Senior Financial Support Advisor - HSBC UK Collections
HSBC Electronic Data Processing Inc.
05.2022 - 11.2024
Team Leader - Netflix
24-7 Intouch Philippines
09.2019 - 05.2022
CSR2 / Subject Matter Expert (SME) - Netflix
24-7 Intouch Philippines
05.2017 - 09.2019
Customer Service - Netflix
24-7 Intouch Philippines
12.2016 - 05.2017
IT Helpdesk - Career Education Corporation Online University
Stefanini Philippines Inc.
12.2015 - 12.2016
Customer Service / Technical Support - Comcast Cable
VXI Global Solutions
11.2014 - 11.2015
Technical Support – HP Printer Software and Hardware
Stream Global Services/ Convergys
03.2012 - 11.2014
Customer Service / Technical Support - Cricket Mobile Service
Sitel Philippines Corporation
10.2009 - 01.2012
Polo National High School
High School Diploma
University of the East
Bachelor of Science in Business Administration from Business Management