NABIL SANCHEZ JAVIER
#161 Pinsao Proper, Baguio City, Philippines 2600 | H: - | C: - |- Skype:-Objective
To meet the institution's goals and objectives, to provide service to the best of my capabilities and knowledge, the skills I have developed from my work experience and academic background support my candidacy for the position, and to convene my personal goals of growth and development to better myself to the best of my potentials.
Summary
Skilled Team Leader committed to addressing customer concerns with speed, accuracy and professionalism.
Resourceful Team Leader who consistently meets and exceeds productivity goals.
Customer Service Representative who maintains a high level of professionalism, patience and efficiency to minimize customer dissatisfaction and increase customer loyalty.
Highlights
Service solutions expert
Employee relations specialist
Call center management experience
High customer service standards
Dedicated to process improvement
Conflict resolution proficiency
Accomplishments
Awarded as a Top Seller for 6 consecutive months for the year 2009
Promoted to a team leader position in 2010
Spearheaded different sales campaigns January 2011 - 2013
Molded people to reach their maximum potential
Accomplished STAR Leadership Training last 2012
Accomplished "REINVENT: Coaching and Mentoring in the 21st Century work Environment" last March 8, 2014
Experience and Achievements
Janus Network January 1, 2022 – December 30, 2022
Account Manager
The Almaro Team February 2, 2020 – December 15, 2021
Inside Sales Agent
OpenMed June 2, 2019 – December 2, 2019
Appointment Setter
Secondyou November 16, 2018 - June 1, 2019
ISA
VA
Inbound and outbound
Training: Real Assist pros August 20 – 31, 2018
Introduction to Real Estate
Inside Sales Agent Training ( FSBO, Expired and Buyers Leads)
Boomtown
Mojo
Uniq Realty February 2017 - June 16, 2018
ISA
VA
Appointment setter
Verifier
Highland Health Group LLC (HHG) September 2015 – January 2017
Home based Agent
Sales and Appointment setting campaign
Curbza ( Home Based ) July - December 2016
Lead generation ( non-voice )
Searching for leads using different search engines
Department Lead, ThoughtFocus Technologies LLC, Baguio CityJuly 28, 2014 – September 2015
Responsible for Client Communications
Responsible for communicating to Senior Management regarding associate’s concerns.
Responsible in giving process updates to the processors/associates.
Supervising 3-4 team leaders, each team has 15-16 associates.
Drives production, quality and motivation.
Handling client complaints for both associates, customers and client
Promoted 3 associates to Fast Track leads started September 2014, October, and December 2014.
Call monitoring and voice quality coaching for 40 associates.
Helping with training and development of associates.
Monitor own quality of delivery levels and raise any concerns with Operations Manager.
Take responsibility for the work and making sure that the team produces ensuring high levels of attention to detail.
Actively looking for ways to improve service and initiating them or bringing them to the attention of others.
Identifying problems and collaborate with team leads/fast tracks to propose solutions in an effort to solve them.
Demonstrate a commitment to and understanding of performance development techniques and undertake or contribute to performance reviews for team members who are directly or indirectly under my supervision.
Provide cover, when appropriate, for the team in cases of absence or unavailability.
Support fellow team leaders/managers to achieve deadlines within and beyond our own area of responsibility.
Working across teams and functions undertake specialist roles which require the experience and knowledge of a team leader/manager.
Plan, organize and contribute to team meetings ensuring that your experience is shared with the wider team.
Demonstrate drive, determination, enthusiasm and an ability to work effectively as a member and leader of a team.
Seek and provide regular constructive feedback through working together.
Develop skills to fulfil or exceed the responsibilities of a competent team leader/manager in your function.
Discuss and agree personal development needs as part of your performance review.
Attend relevant training and development.
Receive, reflect and act on feedback on own performance.
Reporting to senior level management
Home Based Teacher (ESL) at 51Talk September 2013 – October 2014
Teaching English to Chinese students
Helping them with their home works
Assist them on every step of the manual
NTU Inc., Baguio City October 2010- July 1, 2014
Team Leader
Handled a team composed of 21 agents
Create an environment oriented to trust, open communication, creative thinking, and cohesive team effort
Motivate and inspire team members
Coach and help develop team members; help resolve dysfunctional behavior
Maintain healthy group dynamics
Recognize and celebrate team and team member accomplishments and exceptional performance
Encourage creativity, risk-taking, and constant improvement
Ensure that the agents are meeting or exceeding their quota.
Coordinate with client and management for instruction.
Promoted 5 agents last-
NTU Inc., Baguio City February 2009 - October 2010
Change Agent
Ensures customer’s satisfaction.
Attend to customer’s needs.
Make sure that I meet the quota.
Awarded as Top Seller of the Month for 6 Consecutive Months in year 2009.
EPrecision, Baguio City July 2008 - December 2008
Team Leader
Handled a team composed of 10 agents
Motivate the team to reach their maximum potential
Maintain a good working environment
Coaching and call monitoring.
EPrecision, Baguio City April 2008 - July 2008
Call Center Agent
Ensures customer’s satisfaction
Attend to customer’s need
Make sure that I meet the quota
Dialing
Belo Essentials, Baguio City January 2008 – March 2008
Sales Coordinator
Managing team schedule
Coordinate with store/grocery owner for marketing the product
Ensure delivery of products on time
Hiring people to look after the product
Ensure that all products were displayed and in proper order
Coffee Cielo, Baguio City July 2007- December 2007
Barista
Mixing drinks
Inventory of stocks
Ensuring cleanliness of the bar station
Ensuring customer’s satisfaction
Sports Central, Baguio City March 2006 – May 2006
SM Staff
Attend to customer’s need
Ensure customers satisfaction
Inventory of stocks
Pizza Hut SM, Baguio City August 2005 – February 2006
Team Member
Providing excellent customer service.
Serving the customer’s food
Ensure cleanliness of the store.
Attend to customer’s need.
Fubar, Baguio City June 2004- December 2004
Head Waiter
Delegating task to co-workers.
Attend to customer’s complaints.
Ensure customer’s satisfaction
McDonald’s Centermall, Baguio City November 2001 – May 2003
Service Crew
Serving the customer’s food
Ensure cleanliness of the store.
Attend to customer’s need.
Personal Information
Date of Birth: May 8, 1984
Place of Birth: Baguio City
Age: 37 years old
Civil Status: Single
Nationality: Filipino
Religion: Iglesia Ni Cristo
Height: 5 ft. 6 in.
Weight: 92kg
Educational Attainment
Tertiary, Bachelor of Science in Nursing October 2004
Pines City Colleges, Baguio City
Secondary March 2001
Baguio City National High School, Baguio City
PrimaryMarch 1997
Quezon Hill Elementary School, Baguio City
Skills
Fast learner
Flexible and hardworking.
Goal and service oriented.
Proved record of reliability and responsibility.
Remain calm and professional throughout critical incidents.
Strong analytical skills, capable of assessing conditions and implementing appropriate intervention.
Possess special sensitivity to meeting diverse needs in varied situations.
Develop rapport with clients, supervisors, managers and other co-workers.
References
Leticia Almaro Nicolini
Team leader
The Almaro Team
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Earl Naval
OIC
Highland Health Group
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Matt Nia
Client
Uniq Realty -
