Dandy Dela PeñA
11A Miranda Compound, Bukid St Valenzuela City --
Experience
NOV 2022 – April 2025
RETENTION SPECIALIST / ACCOUNT MANAGER (B2B), American express
• Provides options to customers before cancelling their cards
• Giving long term solutions for customers and letting them stay with their current card.
• Upselling products that fits customers need and persuade them to switch
• Strengthening current relationships with business owners by offering tailored fit solutions to their business needs
March 2022 – NOV 2022
Value generation Coach (B2B), American express
• Support CCPs on Value Generation (Sales)
• Provides feedback to CCPs to improve sales scores
• Does quality monitoring Sales Calls on CCPs calls.
• Analyzes reports about Sales calls and generate ways to improve team’s score
october 2018 – March 2022
Customer Care professional/SALES (B2B), American express
• Dispute and Fraud Specialist
• Does Upselling for products while resolving customers concerns
May 2016 – August 2018
Development Center COach/SME, JP Morgan CHase and Co.
•Transition Support for new hires for the line of business.
•Conducts coaching for new hires on all KPIs
•AHT Coach – Handles coaching and makes strategies for lower AHT (Average Handling Time) for the LOB
March 2016 – August 2018
Senior Specialist, JP Morgan CHase and Co.
•Cross trained for Credit Card Servicing and Retail Banking Customer Service
•Policy and Procedure Champion
March 2015 – April 2016
Specialist, JP Morgan CHase and Co.
•Credit Card Specialist
February 2014 – March 2015
Customer service representative/SmE (B2B), Convergys
•Customer Service Associate – eBay Seller Support (B2B)
•A Subject Matter Expert on policies and procedures.
•Transition coach for new hires
December 2012 – January 2014
Product and sales specialist (SALES) (B2B), Syner-g Outsourcing inc.
•Made cold calls and communicated effectively with customers to extend Telecommunications Services and Safety Training materials (B2B)
•Undergone training for sales and telemarketing
June 2012 – December 2012
Outbound Call center agent (sales), Interface Techno-Philippines INC.
•Fast paced work environment with an average of 80-100 calls per telemarketer a day.
Education
June 2007 -2011
BS Civil Engineering, Univeristy of the cordilleras Baguio City
June 2011 – Dec 2012
BS Civil Engineering, University of baguio
Skills
Detail-oriented and efficient in providing customer service in adverse situations
Clear communication skills aimed at understanding customers’ needs and providing corresponding services.
Demonstrates ability to identify and resolve issues, turning obstacles into opportunities.
Ability to attentively listen to customer needs and concerns to tailor approach
Known for utilizing sense of humor during stressful interactions with customers
Exceptional ability to stay attentive when dealing with customers
Demonstrates exceptional sales ability and strong interpersonal skills with a persuasive, positive, and confident approach
Showcases ability to reach mutually beneficial agreements and close deals effectively.
Personal Information
• Age:35 yrs old
• Civil Status:Single
• Birthday:October 13, 1989
