Jonathan Javier Email & Phone Number

Alabang, Muntinlupa

• Improved customer service experience, engaged customers and facilitated organic growth • Controlled resources and utilized assets to achieve qualitative and quantitative targets • Constantly recognized for outstanding performance and promoted to roles based on increased accountability • Coordinated 15 supervisors, 5 Portfolios with 450- 600 FTEs driving Quality Compliance, Voice of Customer (VOC - OSAT, CSAT, Problem Resolution and NPS), and First Call Resolution and… Show more • Improved customer service experience, engaged customers and facilitated organic growth • Controlled resources and utilized assets to achieve qualitative and quantitative targets • Constantly recognized for outstanding performance and promoted to roles based on increased accountability • Coordinated 15 supervisors, 5 Portfolios with 450- 600 FTEs driving Quality Compliance, Voice of Customer (VOC - OSAT, CSAT, Problem Resolution and NPS), and First Call Resolution and Customer Centricity metrics • Dotted line manager to 20 Customer Service Managers in the portfolio cluster which they report • Maintained excellent client relationship and reviewed quarterly site performance • Drove performance through data analysis and action plan implementation on all metrics -------------------- Show less

• Followed up to ensure that appropriate actions were taken on customers' requests • On-boarded newly promoted/externally hired team leaders and managers in a cluster group on 300 FTEs • Led performance coaching, talent development of team leaders and associates • Provided feedback and conducted employee evaluations to enhance performance Client Management:• Oversaw intensive client management through weekly touch base to ensure all Operations needs are met… Show more • Followed up to ensure that appropriate actions were taken on customers' requests • On-boarded newly promoted/externally hired team leaders and managers in a cluster group on 300 FTEs • Led performance coaching, talent development of team leaders and associates • Provided feedback and conducted employee evaluations to enhance performance Client Management:• Oversaw intensive client management through weekly touch base to ensure all Operations needs are met • Oversaw daily activities to ensure Service Level Agreements are met • Reviewed and submitted budget proposal to client counterparts for quarterly Rewards and Recognition • Adequately planned, executed and facilitated quarterly client townhall calls Show less