Dandy Rodrigo Dela Pena

DANDY DELA PEÑA SALES/CUSTOMER SERVICE EXPERT PROFILE CONTACT --11A Miranda Compound, Bukid St, Malinta Valenzuela NCR, Philippines SKILLS B2B Sales & Upselling Customer Retention & Engagement Coaching & Team Development Quality Monitoring & Feedback Delivery Cold Calling & Lead Generation Effective Communication Communication & Interpersonal Skills LANGUAGES English (Fluent) Filipino (Fluent) REFERENCE Available upon Request Dynamic and results-driven professional with 13 years of experience in Sales, Customer Service, Client Retention, and Team Coaching. Proven success in B2B environments with industry leaders such as American Express and JP Morgan Chase. Known for turning challenges into opportunities, building strong client relationships, and driving performance through persuasive communication and strategic coaching. Skilled in upselling, customer retention, dispute resolution, and quality monitoring—with a unique ability to blend empathy and efficiency in every customer interaction. WORK EXPERIENCE AMERICAN EXPRESS NOV 2022 – APR 2025 Persuaded at-risk clients to retain their cards by identifying tailored, long-term solutions Strengthened customer loyalty through proactive relationship management Value Generation Coach Mar 2022 – Nov 2022 Coached Customer Care Professionals on sales strategy and performance improvement Conducted quality monitoring and delivered targeted feedback sessions Retention Specialist Customer Care Professional / Sales Oct 2018 – Mar 2022 Managed high-level dispute and fraud resolution Upsold card products during service recovery calls, balancing service and sales goals JP MORGAN CHASE AND CO. Development Center Coach MAY 2016 – AUG 2018 Provided transition support and KPI-based coaching for new hires Led coaching on AHT reduction while maintaining quality standards Senior Specialist & Credit Card Servicing Rep MAR 2015 – AUG 2018 Cross-trained in credit card and retail banking services Served as Policy & Procedure Champion, ensuring process consistency CONVERGYS Customer Service Representative / SME FEB 2014 – MAR 2015 SYNER-G OUTSOURCING Product & Sales Specialist /SDR DEC 2012 – JAN 2014 INTERFACE TECHNO-PHILIPPINES INC. Outbound Sales Agent JUN 2012 – DEC 2012