Alzena Javier
Quezon City, Philippines
Contact #: -
Email Address:-Skype: zenajavier
PERSONAL PROFILE
EXPERTISE
❏ People and Performance
A results-driven and highly motivated leader with over 18 years of
experience
in
people
and
performance
management,
employee
development, and customer service. My strong problem solving skills and
ability to perform with a high degree of accuracy have enabled me to exceed
client goals and deliver excellent results while working both as part of a
team and independently.
I am excited to use my skills to help your business grow and provide your
customers with a first-class experience.
Management
❏ Customer Satisfaction and
Experience
❏ Leadership
❏ Employee Training and
Development
❏ Process Improvement
❏ Business Operations &
Development
EXPERIENCE
Smoke Cartel, Inc. — Customer Service Manager and
Chargeback Specialist
SEPTEMBER 2021 - January 2024
Lead and inspire a team of customer service representatives,
providing guidance, support, and coaching to help them meet
performance targets and deliver outstanding service.
Recruit, onboard, and train new customer service team members,
ensuring they are equipped with the necessary skills and
knowledge to excel in their roles. Develop and conduct training
programs to enhance the team's overall capabilities.
Manage and develop a team of retail and wholesale customer
service representatives, providing coaching, mentoring, and
training as needed to improve performance and productivity.
Monitor and report on key performance indicators (KPIs),
including order cycle time, order accuracy, and inventory
accuracy, and implement corrective actions as necessary to
improve performance.
Collaborate with other departments, such as Sales, Marketing,
and Product Development, to align customer service efforts with
broader company objectives. Share customer insights and
feedback to help drive product/service enhancements and
❏ CRMs & eCommerce
Software
LANGUAGES
English and Filipino
improvements.
Set performance expectations, establish key performance
indicators (KPIs), and regularly evaluate the performance of team
members. Provide constructive feedback, conduct performance
appraisals, and implement performance improvement plans as
necessary.
Monitor team performance metrics, such as response times,
customer satisfaction scores, and service level agreements
(SLAs). Analyze data and implement strategies to improve team
efficiency, productivity, and overall customer satisfaction.
Smoke Cartel, Inc. — Senior Customer Service Associate
JANUARY 2017 - SEPTEMBER 2021
Answered product and service questions and offered information
on related products and services.
Placed and canceled an average of 200+ orders from customers,
distributors, and agents a week.
Contributed to the team’s successful completion of daily targets
and performance goals.
Order fulfillment
Social Media Management
Asset Management Company, USA — Operations Manager
DECEMBER 2018 - JUNE 2019
Project management
Develop and implement operational processes, systems, and
procedures to ensure efficient and effective property
management services to clients.
Manage day-to-day operations, including property maintenance,
tenant relations, leasing, rent collection, budgeting, and financial
reporting.
Ensure compliance with regulatory requirements, industry
standards, and internal policies and procedures.
Monitor and report on key performance indicators (KPIs),
including occupancy rates, rent collection rates, and maintenance
response times, and implement corrective actions as necessary to
improve performance.
Teleperformance, Philippines — Supervisor/Lead Trainer
AUGUST 2007 - SEPTEMBER 2017
Training Facilitation
Communications/Accent and Product training for Technical,
Customer Service, Sales, and Retention accounts
Curriculum Development/Creation
Assist operations in tracking, documenting, and reporting quality
levels against company goals/KPIs.
Quality audits based on accepted standards in sampling to ensure
delivery is consistent and at par with client standards.
Perform Root Cause Analysis for performance improvement.
Prepare performance reports by collecting, analyzing, and
summarizing data and trends.
Coach and develop workforce to acquire and refine necessary job
skills through constructive feedback, ongoing training, and other
coaching techniques.
Create Educational Learning Plans to help Operations with
Production AFIs.
Manage teams to ensure productivity, quality, and customer
satisfaction/client performance objectives were met and
performed in an efficient manner.
Conduct quality audits, report on findings, and propose new
systems and policies for continuous improvement.
Convergys, Philippines — Escalation Specialist
AUGUST 2006 - AUGUST 2007
Convergys, Philippines — Technical Support Agent
SEPTEMBER 2005 - AUGUST 2006
EDUCATION
AMA Computer University, Philippines — B.S. Computer
Science
