Robert Javier Email & Phone Number

NCR - National Capital Region, Philippines

Bonifacio Global City, Taguig, Metro Manila

Global City, Taguig, Metro Manila, Philippines

• Developed and successfully implemented the on-going XPERIA VIP Service, the first and only of it's kind in the country's Mobile industry.
• Successfully integrated XPERIA and Sony Service network within the country.
• Oversee the strategic management and operational oversight of XPERIA appointed service partner and it's network.
• Oversee the operations of XPERIA contact center and recommends strategies and solutions to resolve customer issues.
• Successfully led the contact center to over achieve KPI on a monthly basis.
• Reduced warranty cost by 25% by implementing parts re-use program for service partners.

Globl City, Taguig, Metro Manila, Philippines

• Oversee the strategic management and operational oversight of XPERIA appointed service partner and it's network.
• Successfully expanded service network by 30% coverage nationwide.
• Improved customer perception on the company's after sales service by providing faster, accurate and quality service.
• Oversee the operations of Sony Ericsson contact center and implemented strategies and solutions to resolve customer issues.
• Escalation of product issues to design/technical team.
• Reduced warranty cost by implementing accurate parts and swap usage. Resolved local after-sales and product issues.

Malate, Metro Manila

• Oversee the daily operations of the technical /repair department.
• Developed customer service policy.
• Parts forecast.
• Local product testing.
• Coordination with suppliers/manufacturers regarding technical and service issues.
• Relationship management - dealers and retailers.

Eastwood City, Libis, Quezon City

• Oversee the sales, marketing and after-sales operations thru appointed partners in the country.
• Coordinates with head office in Hong Kong and factory in China regarding operational issues.
• Prepared product roadmap and product presentation to distributor.
• Developed product service policy.
• Local product compliance.
• Relationship management - Distributors, retailers and network operators.

Eastwood City, Libis, Quezon City

• Successfully managed the company to be recognized as one of the best Mobile Phone After-sales service provider in the country.
• Negotiated contract and successfully appointed by Motorola and Bird International as Certified Service provider in the country.
• Contributed to the company's success by expanding 6 branches in a span of 2 years.
• Provide policies, procedures, customer service and service marketing activities for the company.
• Evaluate annual performance of all staff (CS officers, Engineers, Technicians and Office admin and logistics)
• Coordinates with suppliers and manufacturers for any issues related to their product.

Ortigas Center, Pasig City

• Managed the technical operations of all branches (64) nationwide.
• Ensure that all service and operational guidelines are being implemented by the franchise shop.
• Developed training manual and programs for the service technicians and front liners.
• Implemented technical skills upgrading for all technicians.
• Coordinate with suppliers to ensure parts and tools are adequate.
• Relationship management - franchisees.

Makati City

• Supervise the repair department operations.
• Ensure all service engineer and technicians follow the operational guidelines and service policy.
• Prepares report for the department.
• Act as back-up service engineer when needed in repairing NEC Cellular phones and pagers.
• Coordinate with operator regarding service concerns.
• Spare parts and tools inventory.

Pasig City

• Assigned to do repair, calibration, adjustment and modifications of cellular phones and pagers.
• Prepares report and parts request.

Ortigas Center, Pasig City

• Prepares system (PABX) configuration and quotation according to client's requirements.
• Assisted in installation, commissioning and maintenance of PABX system

EPZA, Rosario, Cavite

• Line leader for surface mount technology department Prepares daily schedule for the line operators.
• Assigned task and duties for each operators and ensure smooth operations.
• Prepares liquid solder paste mixture and ensure it complies with the standards.
• Prepares production reports.
• Assisted in repairing defective product (pagers) in the quality line group.

Makati City

• Provide technical support services such as repair, adjustment, calibration and modification for NEC's first generation analog cellular phones from United Arab Emirates and Hong Kong.