JAZEN RIVERA JAVIER

F A T HER / S T O R Y T E L L E R / C A L L C E N T E R T RAINER / ANALYST

' V O I C E OF T HE CUSTOMER’ ADVOCATE

HTTP://LINKEDIN.COM/IN/JAZEN-JAVIER-8B318083

AL KARAMA DISTRICT, DUBAI UAE

(T): 971-**-***-****

EMAIL: adofgs@r.postjobfree.com

BACHELOR’S DEGREE IN PHYSICAL THERAPY FROM: FATIMA MEDICAL SCIENCES FOUNDATION (PH) 1999 HIGH SCHOOL DIPLOMA FROM: DE LA SALLE ZOBEL (PH) 1994 C OMPETENCIES K E Y S K I L L S

Adult Experiential Learning

Training Delivery

Transfer of Learning

Module design & development

Professionalism & Integrity

Results-oriented, Highly adaptable,

Excellent listening and Communication

Individual & group performance

management

Voice of Customer (VOC) mind-set

Culture & Diversity

Platform Training Skills

Consultative Selling

Coaching & Feedback

MS Excel- proficient

o Pivot tables

o Vlookup

o Charts & Graphs

RCA

PPT, Word & Outlook

Call audit & monitoring

Train the trainer (TTT) Certified

P ROFESSIONAL S UMMARY

Highly driven professional with extensive call centre background, focused in Customer Experience, soft skills training and Process Excellence/ Quality.

Proven analytic thinking & a maverick in both module development and in training rollouts; Has ability to inspire others and change behaviour, producing long-lasting results whether CX or Sales metrics.

Recognized for driving positive impact in the frontlines, and dramatically improve business’ key metrics.

WORK E X P E R I E N C E

OUTBOUND SALES AGENT- INSURANCE

TANFEETH LLC- EMIRATES NBD

(DEC. 2020- PRESENT)

Reports directly to Operations team leader/s. Tasks and responsibilities include:

Cold call existing bank customers thru various channels (database/leads) and encourage them to sign up for various insurance products catered by service provider (insurance company)

Achieve set target as set by the campaign on a daily, weekly and monthly basis. Generated sales are reported per day; performance is based on amount of successful debits done from generated sales.

CONSULTANT- OUTBOUND CALL CENTER TRAINER

TANFEETH LLC- EMIRATES NBD

(JUNE 2018- JUNE 2020)

Reports directly to Operations Manager for Outbound Sales campaigns. Tasks and responsibilities include:

Conceptualized training modules based from call audit findings, collaborating with Quality Analysts, Product Team, Business Leaders and Operations.

Counselled target agents & team leaders via implementation of personalized coaching & feedback sessions, cultivating better behavioural work ethic & stronger measurable output (productivity & sales)

Stimulates agents' selling skills & customer engagement to maximize chances of selling bank's retail products (credit cards, loan on cards, personal loan, insurance, installment/ balcon plans). Implemented flagship projects include: Achievements: Transformed New Hire training thru implementation

of the Sales Induction Training and Nesting program.

(2 week period)

New hire audience outperformed prior batches in

customer engagement, lead generation and sales

during their 1st 3 months.

Supervised account's bottom performers thru

intensified call monitoring, feedback and coaching sessions.

Target audience produced increase in sales output

by 25% average vs. previous months

Mentored campaign TL’s thru implementation of

enhanced daily and monthly output sales and

productivity reports.

Independence in generating reports and visual

analysis used for feedback and coaching sessions

SENIOR CUSTOMER EXPERIENCE TRAINER EXL SERVICE PHILIPPINES (FEB 2009- MAY 2018) Reports to the Process Excellence (Quality & Training) head & collaborates with Operations’ for CSAT/ CX metrics.

Spearheads analysis, module creation & training based from call audits, CSAT surveys, escalations & complaints.

Lead facilitator for New Hire classes, and upskilling sessions for tenured agents.

Acts as Voice of the Customer (VOC) by amplifying findings from survey returns thru coaching & feedback;

In charge of daily, weekly and monthly reporting of CSAT/ CE metrics; interprets data and provide insights and recommendations for improvement (or maintain high) account ranking. Campaigns handled & Headcount (HC) Achievements:

Process Training-Financial Account (80 HC)

2009-2011

Credited for campaign’s top Quality scores for whole year of 2010;

Groomed 3 applicants to co-trainer promotions (2010-2011) CSAT- Emergency Roadside Services (200

HC)

2012-2015

Recognized for site’s achievement in CSAT vs. 5 onshore sites; Inspired & cultivated 5 novices to co-trainer positions

(2013-2014).

CSAT- Healthcare (Provider Services- 100

HC)

2016-2018

Enhanced site’s recognition as one of the best in CSAT scores vs. 4 onshore centres; Mentored 3 candidates to full-time co trainer positions (2016-2018)

SENIOR CUSTOMER EXPERIENCE SPECIALIST CONVERGYS PHILIPPINES (DEC. 2006- OCT. 2008) Tenured representative tasked to provide Customer Service, system activation and upsell hands-free calling minutes for vehicles equipped with General Motors-Onstar Navigation System.

Responds to technician keypress tests and dealership demonstrations via inbound voice calls.

Welcomes brand new systems users, gives general overview of available services including desired subscription packages based on system compatibility;

Upsells hands-free phone minutes to all eligible customers. SALES MANAGER

FIL-ONE GENERAL MERCHANDISE DISTRIBUTORS

NCR, PH (OCT.05-JAN. 06)

Sales, promotion & distribution of Tork Hygiene Products in Metro Manila establishments such as offices, restaurants, hotels & industrials. In charge of seven (7) account managers assigned to specific territories in NCR. Achievements Outcome

56 new accounts opened from Oct.05-

Dec. 05

Ranked as #1 distributor for number of new accounts opened for 4th QTR 2005

MEDICAL SALES REPRESENTATIVE MSD PHILIPPINES (MAY 2005-SEP 2005) Sales & ethical promotion of prescription products to target MD’s & pharmacies located in Central Luzon area. MEDICAL SALES REPRESENTATIVE 3M PHARMA-METRODRUG INC (JAN 2003-SEP 2004) Sales & ethical promotion of prescription products to target MD’s & pharmacies located in Central Luzon area. Achievements Outcome

2003 YTD sales performance at 120%

Ranked as #8 out of the top 10 sales agents

nationwide for fiscal year 2003

MEDICAL SALES REPRESENTATIVE BAYER PHILIPPINES (MAR 2001-AUG.2002) Sales & ethical promotion of prescription products to target MD’s & pharmacies located in Quezon City, NCR Philippines

Achievements Outcome

2002 YTD sales performance at 220%

Ranked as #8 out of the top 10 sales agents

nationwide for fiscal year 2002 for Anti-infectives, quinolone class

GYM INSTRUCTOR GALLERIA FITNESS CENTER/ ROCKWELL TOWERS

(MAR 2000-FEB 2001)

Provides training and instruction of fitness programs to individuals and groups. Engages clients in exercise routines and weight loss programs, helping them reach their individual goals.

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