WAVE 91 EXPERIENCE & LEARNING MATRIX

                                             │

        ┌────────────────────────────────┼────────────────────────────────┐

        ▼                                     ▼                               ▼

[Educational Attainment]        [BPO Experience]                [Learning Preferences]

• Bachelor's Degree: 43%        • 5+ Years: 43%                 • Hands-on / Practical: 71%

• Senior High School: 43%     • 3–5 Years: 43%               • Auditory / Discussion: 14%

• High School: 14%               • 1–3 Years: 14%                   • Reading / Manuals: 14%

BPO Tenure: 100% of the cohort has prior industry experience, with 86% possessing 3 to 5+ years of BPO background. This is a mature group accustomed to customer-facing dynamics and basic telephone etiquette.

Previous Sales Experience: 100% (7/7) have sales exposure, though only 43% (3/7) have specifically handled domain or web hosting products previously.

Learning Style Profile:

Hands-on / Kinesthetic (Interactive drills, role-plays): Chelsea, Janette, Reynante, Joevir, Jeffrey (71%)

Auditory (Lectures, discussions): Jehoia (14%)

Reading/Writing (Manuals, handouts): Joshua (14%)

Preferred Learning Pace: 86% prefer a Moderate pace, while 14% (Reynante) prefers a Slower, more detailed breakdown.

Chelsea Julia Amores

Key Strengths: Strong baseline communication; 3–5 years BPO experience.

Identified Growth Areas: Product specifics and process flow mechanics.

Primary Motivator & Retention Drivers: Family (kids), commissions, and a healthy work environment.

Jehoia Khim Lescano

Key Strengths: 5+ years BPO experience; strong customer empathy.

Identified Growth Areas: Advanced sales tactics, closing tips, and product details.

Primary Motivator & Retention Drivers: Life goals, financial stability, and fair compensation.

Joshua Codilla

Key Strengths: College graduate; 3–5 years experience; analytical reader/writer.

Identified Growth Areas: Product specifics and learning top-performer habits.

Primary Motivator & Retention Drivers: Financial rewards and productive, goal-oriented pressure.

Janette Brua

Key Strengths: College graduate; 5+ years experience; strong customer relationship skills.

Identified Growth Areas: Mock call anxiety, closing confidence, and product assignment mastery.

Primary Motivator & Retention Drivers: Family/children, career growth, and job security.

Reynante Comedido

Key Strengths: College graduate; 3–5 years experience; methodical and detail-oriented.

Growth Areas: Needs confidence when handling calls independently; mock call execution.

Primary Motivator & Retention Drivers: Financial stability and favorable shift schedules.

Joevir Villanueva

Key Strengths: 5+ years BPO experience; highly adaptable, fast learner.

Identified Growth Areas: Mastering the art of closing sales and consultative approaches.

Primary Motivator & Retention Drivers: Daily learning, skill development, and feeling valued.

Jeffrey Torniado Jr

Key Strengths: Natural communicator; strong growth mindset and self-drive.

Identified Growth Areas: Newfold sales techniques, approach strategies, and product value translation.

Primary Motivator & Retention Drivers: Personal growth, positive workplace environment, and team support.

🌟 Cohort Strengths to Leverage

High Communication Baseline: Reps enter with established verbal confidence and customer engagement habits. Facilitator time can be shifted away from basic communication drills and focused heavily on consultative sales frameworks and product value translation.

Growth-Driven & Motivated: Strong financial drive (commissions, family support) combined with a desire to learn top-performer strategies (Joshua, Jeffrey, Joevir).

⚠️ Anxiety Points & Classroom Risks

Mock Call Friction (Janette, Reynante, Chelsea): Despite their BPO tenure, several reps expressed explicit hesitation around mock call evaluations and working independently. Early, low-stakes micro-roleplays will help de-risk formal mock assessments.

Product Specifics & Technical Closing (Joevir, Jeffrey, Joshua): Reps are eager to learn the specific Newfold sales tactics and how successful floor agents overcome objections to close deals.

Sensitivity to Workplace Culture & Support: Multiple reps cited "lack of growth," "toxic environments," or "feeling unsupported" as primary attrition triggers. Establishing clear psychological safety and approachable trainer support early will be crucial for cohort retention.