glennjavallaCV
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Glenn Noel Africa Javalla has over 15 years of experience in customer service and operations management. He received a B.S.C. in Business Management and Entrepreneurship from San Beda College. Currently, he works as a Supervisor at Hewlett-Packard, where he manages performance, quality, training, and workforce departments. Previously, he held senior operations and team leader roles at Teletech and Verizon.
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glennjavallaCV
- 1. Glenn Noel Africa Javalla Address: #21 St. Martin St. Mahogany Homes Bagong Bayan Taguig City Mobile number: (0998) 5545109; Email address: glennnoeljavalla@yahoo.com Education San Beda College Mendiola, Manila B.S.C. Business Management and Entrepreneurship 1997 – 2001 Awards and Citations: March 2001 – Management Quality Awards for Excellence March 2001 - Gold Medalist for Student Awards Night March 2000 – Silver Medalist for students Awards Night October 1999 – 3rd best Feasibility Study Skills and Qualifications Proficient in MS Office Proven skills in Managing and Organizing Performance Ability to develop future leaders and guide themin achieving their full potential Experience Hewlett – Packard 4th floor Two World Square Building, Upper McKinley Hill, Taguig Account: Accor and Guthy - Renker Position: Supervisor August 2011 – Present Managing performance of Team Leaders / Program Managing Quality, Training and Workforce Department: Providing Analysis on Performance: Discussing with Clients on Weekly Reports Teletech Levels 2 and 3, Robinson’s Place Lipa City, J.P. Laurel H-Way, Batangas Account: Telstra Collections and Billing Australia Position: Senior Operations Supervisor July 2010 – May 2011: Managing Program Performance Facilitate in Calibration sessions Submit Weekly Reports; Conduct Weekly Meetings with clients regarding performance; Coaching Team leaders and attending triad sessions Approve / Reject delegations depending on customer’s credit standing Transitioning and launched programs in 2 sites
- 2. Account: Verizon online (Technical Account) Position: Team Leader August 2008 – June 2010: Managing Team Performance Attend Calibration sessions Submit Weekly Reports; Conduct Weekly Meetings with agents Coaching Agents Advanced Contact Solutions 2fl SM Lipa City Batangas Account: Verizon Online Position: Quality Assurance Representative January 2007 – August 2007 Monitor and Evaluate calls Provides training to newly hired associate Submit trend reports Coach agents/ technical support representatives Sykes Asia 9th floor, Burgundy Corporate Tower, Makati City Account: Capital One Credit Card Position: Customer Service Representative / Workforce Duty Monitor November 2004 – January 2007: Provides Information and Assist card holders with their credit cards and Account Check customer’s credit ratings Assist customer with their account payment Up-selling of capital one services: payment protection (in case of emergency) Vision – X Incorporated 15th fl. Tower 2 rcbc plaza bldg. Makati city
- 3. Account: AT&T Long distance Position: Quality Assurance Associate / Sales C7 Trainer April 2003 – September 2004: Monitor and evaluate calls of Inbound and Outbound agents Submit and issue audit forms Coach and train agents Participates in calibration with U.S. L.A. office Air Relay Corporation 18th fl IBM plaza bldg. Libis, Quezon City Account: AT&T Wireless Position: Telephone Service Representative Sales; Telemartketing October 2002 – April 2003 Engaged in Outbound calls to United States promoting AT&T wireless Organizations and Affiliations Students Organizational Circle: Scribe (June 2000 – March 2001) Likhang Sining: President (June 2000 – March 2001) Student Council: Committee (June 1999 – March 2001) Management Society: Member (June 1997 – March 2001) Haribon Youth Foundation: Member (June 1999 – March 2001) Seminars and Forums Attended Management Centennial Forum (January 2001) Management Millennium Forum (January 2000) ABC’s of Marketing (September 1999) Management Presidential Forum (January 1998)