Jazen Javier

Conduct call quality audits to assigned sales agents to ensure bank
mandates and process are rigidly followed as per UAE Central Bank and
ENBD internal guidelines.
▪ Coach and guide agents on how to maintain excellence for call quality
and Customer Experience at optimum level.
▪ Be the primary resource for coaching on selling skills/ presentation
skills and enhanced communication techniques bringing them 1 step
closer in reaching the goal for each call (sale).
Achievements:
▪ Transformed New Hire training thru implementation of the Sales Induction
Training and Nesting program- improved customer experience, increased
client engagement and higher success rate for follow-up & referral sales.
▪ Enhanced CX techniques (ex. Motivational interviewing style of
probing) was blended along with sales scripts- resulted to more
capable sales pitches, longer dialer exposure outputs and higher lead
conversion rates.
▪ Supervise campaign's bottom performers thru daily magnified call
monitor, feedback and coaching sessions; thus, increased group’s
average sales output by 25% versus their previous months.

US Healthcare Campaign- Provider Services (2016-2018) as Senior Customer Experience Trainer/Coach/Analyst- Enhanced site’s recognition as one of the best in CSAT scores vs. 4 onshore centers; Mentored 3 candidates to full-time co trainer positions.

US Auto Insurance and Roadside Services (2012-2015) as Senior Customer Experience Trainer/Coach/Analyst- Recognized for site’s achievement in CSAT vs. 5 onshore sites, inspired & cultivated 5 novices to co-trainer positions.

US Healthcare Campaign- Patient Outreach Services (2011-2012) as Customer Experience and Communications Coach- Trained and certified by clients as Motivational Interview Champions.

US Financial Account- Annuities and Taxation (2010-2011) as Lead Process Trainer-credited for campaign’s top Quality scores for whole year of 2010 and recognized by management as one of the key drivers resulting to top scores in CSAT versus other onshore sites; Groomed 3 applicants to co-trainer promotions

Tenured representative tasked to provide Customer Service, system activation and upsell hands-free calling minutes for vehicles equipped with General Motors-Onstar Navigation System.

Sales, promotion & distribution of Tork Hygiene Products in Metro Manila establishments. In charge of seven account managers. Opened 56 new accounts opened in last QTR 2005; ranked as #1 distributor highest number of new accounts by SCA Hygiene Products Corporation

3m Pharmaceuticals EOY 2003 sales achievement at 120%; Ranked as #8 out of the top 10 sales agents nationwide for fiscal year 2003.

Bayer Philippines. EOY 2002 sales achievement at 220%; Ranked as #8 out of the top 10 sales agents nationwide for fiscal year 2001 for antibiotics campaign.