Marjourie Alvarez
Compliance | Quality Management | Technical Writer
Santander
Summary
Experienced and detail-oriented Compliance professional with extensive expertise in risk management, policy development and strategic planning. Advanced knowledge of regulatory compliance, international standards and information security best practices. My background includes knowledge in BPO/ITES overall operations and management, Quality Assurance, Team management, Processes and policies writing, QMS, ISMS, Project management, Risk management and aspects of asset protection, including physical security, audit and compliance. Collaborative and team-oriented with excellent communication and interpersonal skills to foster strategic partnerships and promote company reputation. Strong verbal and written communication skills with a systematic and diligent approach.
Overview
14
14
years of professional experience
3
3
Languages
Work History
Corporate Compliance Manager
Accedo Colombia, S.A.S.
2 2019 - Current
- Developed and oversaw control systems to prevent or deal with violations of contractual requirements, regulations, internal policies and third party certifications
- Elevated board awareness on significant compliance matters by presenting insightful reports at regular meetings, enabling informed decision-making processes.
- Protected sensitive data pertaining to clients, employees, and partners through implementation of data privacy and information security best practices.
- Led implementation and audit certifications of SOC2 Type II and ISO 27001:2013, as supported implementation and certification of ISO 9001:2015 and PCI DSS V.3.2.1
- Provided oversight and direction to the Business Continuity Plan, successfully overcoming Civil disorders issues and Global pandemics
- Managed the effectiveness of the QMS through implementing an internal audits program based on ISO 9001 compliance
- Developed comprehensive risk management strategies, mitigating potential threats to company operations and assets.
Site Coordinator
Accedo Services, S.A.
12.2017 - 02.2019
- Oversaw successful project completions while consistently meeting both internal and client expectations in terms of quality, scope, budget, and timeline parameters.
- Delivered projects on time and within budgetary constraints by effectively balancing resource allocation, task prioritization, and stakeholder communication throughout the project lifecycle.
- Planned and led strategies to retain employees, be the preferred partner for our clients and meet all financial objectives through cost effective solutions
- Collaborated with cross-functional teams to successfully complete complex projects in a timely manner.
Quality & Compliance Officer
Accedo Services, S.A.
05.2015 - 12.2017
- Developed, reviewed and updated policies and processes to comply with ISO 9001 requirements
- Ensured compliance with company policies and processes through designing and implementing an internal audit program
- Represented the company on external audits on Compliance matters. Designated point of contact for stakeholders inquiries regarding compliance regulations and procedures.
- Assisted with internal and external audits to confirm compliance with applicable laws and regulations.
- Developed comprehensive training programs to increase employee awareness of compliance requirements and expectations.
Seasonal Operations Manager
Accedo Services, S.A.
11.2014 - 03.2015
- Guaranteed efficient operation according to client and company KPI's
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Supported hiring, onboarding and training of new hires to fulfill business requirements.
- Led weekly and monthly business reviews with the client and developed and implemented strategies to maximize customer satisfaction.
Quality Assurance Analyst
Accedo Services, S.A.
10.2012 - 11.2014
- Ensured CSR's were adhering to the parameters specified by the program/client and provided effective feedback
- Conducted internal calibration sessions with internal teams and clients to ensure program compliance and balance
- Performed data analysis of calls trending to identify areas for improvement, increased efficiency and reduced time spent on redundant tasks
- Mentored and coached CSR's on quality topics and strategies
- Led implementation of new projects sub line of business and obtained successful launching
Customer Service Representative
Accedo Services, S.A.
09.2011 - 10.2012
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Achieved daily, weekly and monthly set goals in order to meet KPI's requirements
Customer Service Representative
SITEL
03.2010 - 09.2011
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Achieved daily, weekly and monthly set goals in order to meet KPI's requirements
Education
Bachelor of Business Administration -
Universidad Centroamericana
Nicaragua 05.2001 -
Internal auditor ISO 27001:2013 -
Icontec
Colombia, Colombia2019
Master in Compliance and Risk Management -
Aden Business School
2023
Skills
Internal Auditing - Risk Assessments
Timeline
Site Coordinator
Accedo Services, S.A.
12.2017 - 02.2019
Quality & Compliance Officer
Accedo Services, S.A.
05.2015 - 12.2017
Seasonal Operations Manager
Accedo Services, S.A.
11.2014 - 03.2015
Quality Assurance Analyst
Accedo Services, S.A.
10.2012 - 11.2014
Customer Service Representative
Accedo Services, S.A.
09.2011 - 10.2012
Customer Service Representative
SITEL
03.2010 - 09.2011
Bachelor of Business Administration -
Universidad Centroamericana
05.2001 -
Corporate Compliance Manager
Accedo Colombia, S.A.S.
2 2019 - Current
Internal auditor ISO 27001:2013 -
Icontec
Master in Compliance and Risk Management -
Aden Business School
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