Jazen Rivera Javier

Customer Experience Trainer/ Coach/ AnalystFull Time

• Job Details:• Monitors soft skills, communication skills of Dispatch and Customer Care Representatives from inbound and outbound calls thru audits • Identifies opportunity areas which can be improved resulting to a better overall experience for the customer, thru real time feedback and coaching • Measures performance using Internal Customer Experience Scoring as well as Net Promoter Scoring System as recommended by COPC • Accomplishes analysis of data based from trends accomplished from internal audits as well as from actual feedback returns from end users. • Recommends, develop and execute refresher trainings and other modules tailored to meet the target representatives to enhance communication, conversational skills thereby creating advocacy from members • Works alongside internal clients (Operations) in order to increase potential for External Client Satisfaction or actual positive survey returns • Acts as Mentor for the Customer Experience – SME Internship Program