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JAZEN RIVERA JAVIER 17-C Dona Cristeta Subdivision Pamplona Uno, Las Pinas City Metro Manila, Philippines Primary Phone #: 063-925-449-5716 063-919-557-0773 02-856-5706 jazen.r.javier@gmail.com https://ph.linkedin.com/pub/jazen-javier/83/180/8b3

CURRENT ROLE: Customer Experience Trainer/ Coach/ Analyst (Sept. 2012- present) EXL Service

One E-Comm Center, SM Mall of Asia Roles and Responsibilities:

Monitors soft skills, communication skills of Dispatch and Customer Care Representatives from inbound and outbound calls thru audits

Identifies opportunity areas which can be improved resulting to a better overall experience for the customer, thru real time feedback and coaching

Measures performance using Internal Customer Experience Scoring as well as Net Promoter Scoring System as recommended by COPC

Accomplishes analysis of data based from trends accomplished from internal audits as well as from actual feedback returns from end users.

Recommends, develop and execute refresher trainings and other modules tailored to meet the target representatives to enhance communication, conversational skills thereby creating advocacy from members

Works alongside internal clients (Operations) in order to increase potential for External Client Satisfaction or actual positive survey returns

Acts as Mentor for the Customer Experience – SME Internship Program Facilitated modules such as:

Building Advocacy Difference between Empathizing and Sympathizing How to Handle Irate Calls Language Clinic Motivational Interviewing Empathy vs. Sympathy

Achievements:

Has undergone CEF (Common European Language Framework) assessments (30 call evaluations) From September 2012, 5 Interns were successfully promoted to the Customer Experience Team as Senior

Executive- Trainers Cited by Operations as a principal support in achieving top rank in External Customer Satisfaction Surveys for

January- September 2013 and 1st quarter of 2014 (versus 5 Onshore Contact Centers)

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WORK EXPERIENCE (EXL) – continued Skills relevant to current role: Analyst- Above-Average proficiency in general MS Office Applications such as:

MS Word MS PowerPoint- Module Creation and Design MS Visio- Process Mapping/ Workflow MS Excel- Pivot Tables, Charts, Pareto and general data mining/ RCA

Coach- Highly Proficient in the following:

1. Motivational Interviewing 2. Sell ing Skills

Trainer- Certified by EXL for the following:

Class Facilitation Skills (2009) Direct Training Skills (2012)

Last held position: Customer Experience Analyst- Healthcare (Oct. 2011 till August 2012) Job Description:

Identify key areas (strength, opportunities) of Outbound Nurse Associates in terms of soft skills and communications skills via call evaluations.

Formulate realistic and time bound action plans to address opportunity areas, improving both conversation and probing methods

Lead Advocate of Motivational Interviewing skill applications

A semi-directive, client-centered counseling style for eliciting behavior change by helping clients to explore and resolve ambivalence

Compared with non-directive counseling, it is more focused and goal-directed. Motivational Interviewing is a method that works on facilitating and engaging intrinsic motivation within

the client in order to change behavior. Certified by Aetna Onshore Clients as one of EXL Manila- Aetna Champions (December 2011)

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WORK EXPERIENCE (EXL) – continued

Prior position: Certified Process Trainer – Financial (September 1 2009- October 9 2011) Job Description:

Supervise new hires by being Operations ready in taking calls (6 waves from Sept ’09) Ensures production metrics are instilled along with new hire process training by adapting best practices Supports both operations staff and new hire training by providing coaching and feedback for product and process

knowledge concerns Assists in company compliance and procedures, including guidelines set both by client and company Maintains high-level client interaction needed to streamline process and related projects

Implementation of important updates as cascaded by the clients thru various projects such as refresher trainings, including:

o Huddles o Training Spotlights o Product Knowledge Tests (Monthly) o Special skill set trainings (level up Producer Trainings)

Designs special training modules based on recommendations from Operations and Quality Provides key data needed to streamline training materials as needed such as New Hire Process Training Master

Agendas, Visual Aides, etc. Analyzes common markdowns and errors, uses data as basis in projecting new modules and methodologies Acts as Mentor for the Process Training Apprentice Program

Achievements:

Mentored and developed 3 FA Training Apprentices who assisted in New Hire Process Training and execution of refresher trainings needed in the Operations population

o 2 Training Apprentices successfully promoted as Certified Process Trainers Was elected by the company twice to be sent to the US for migration of 2 new processes (First Notice of Loss,

Structured Settlements Financial Process) Entry position: Inbound Customer Care Representative – Financial (February 2009- August 2009)

PREVIOUS WORK EXPERIENCE (BPO- prior to EXL): Dec. 2006- Nov. 2008: Senior Customer Care Specialist – CONVERGYS, Makati City

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OTHER WORK EXPERIENCES Oct 2005 - Feb 2006: Sales Manager - Fil-One General Merchandise Distributors (Pasay City)

Sales, promotion & distribution of Tork Hygiene Products in Metro Manila establishments such as offices, restaurants, hotels & industrials.

Handled 7 account managers responsible for the whole of Metro Manila.

Achievement/s: Ranked by SCA Hygiene Products Corp- Away from Home Division as the #1 distributor for Metro Manila -

Calabarzon area in number of new accounts opened ( 56 clients ) for the 4th qtr 2005; Operations started only Oct. '05 but by yearend was the most rapid in growth based on bookings as well as

new accounts May 2005 - Sep 2005: Pharmaceutical Healthcare Representative- MSD Philippines

Responsible for sales & promotion of Fosamax & Proscar Assigned in upper Bulacan, Tarlac, Bataan, Zambales including Olongapo City.

Jan 2003 - Sep 2004: Pharmaceutical Healthcare Representative 3M Pharma/ Metrodrug Inc.

Responsible for the promotion & sales of assorted ethical pharmaceutical products such as Nuellin, Norgesic , Difflam) & Aldara

Area of assignment includes Tarlac, Nueva Ecija and Baler, Aurora Province.

Achievement: Ranked 8th out of the top 10 salesmen 2003 for EOY Performance

Mar 2001 - Aug 2002: Pharmaceutical Sales Representative- Bayer Phils

Responsible for the promotion & sales of assorted ethical pharmaceutical products such as Avelox (Moxifloxacin antibiotic for Respitatory Infections) & Adalat GITS ( Nifedipine for Hypertension)

Assigned territory coverage include Veterans- Commonwealth, Fairview & Tandang Sora as well as UST Hospital in Manila, a top training medical institution.

Achievement:

Ranked 8th out of the top 10 salesman 2001 for YTD achievement in Avelox product sales (220% yearend performance)

EDUCATIONAL ATTAINMENT Our Lady of Fatima University- Marulas, Valuenzuela City Bachelor of Science Degree in Physical Therapy Graduated October 1999

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PERSONAL DATA:

Age: 38 y/o Birth date: September 16, 1976 Other Skills: Driving (City/Rural) Spouse:

o Rosanne Javier (33 y/o)

Children: o Amanda Rioelle Javier (10 y/o) o Aslan McGregor Javier (4 y/o)

CHARACTER REFERENCES EJ Sorilla

o Lead-Talent Management and Talent Acquisition- Johnson Controls Inc.

Marc Sonalan

o AVP- Operations, EXL Services Manila

Ron Oliver Ho Gomez

o Customer Experience Manager-Telstra under Teletech, Cebu

Shermaine Confesor

o Senior Training Manager- Telstra under Convergys