JHONNY GER ARELLANO
Davao City
Summary
Results-driven BPO professional with 10 years of experience in sales, retention, and customer support. Skilled in building strong client relationships, handling escalations, and delivering excellent customer experiences. Proven ability to meet and exceed KPIs, including sales targets, retention goals, and service-level agreements. Recognized for strong communication skills, problem-solving abilities, and adaptability in fast-paced environments. Committed to driving customer satisfaction, team success, and business growth.
Overview
11
11
years of professional experience
Work History
Retention Specialist
Crertih
10.2022 - 07.2025
- Handled escalated customer complaints professionally, de-escalating situations while finding mutually beneficial resolutions.
- Enhanced customer satisfaction levels with proactive communication and timely resolution of issues.
- Negotiated contract renewals, securing continued business partnerships with satisfied clients.
- Built constructive customer relationships to improve loyalty and recommendations.
Support Team Lead
Flatworld Solutions
11.2018 - 02.2022
- Reduced response times for client inquiries by optimizing team workflows and communication channels.
- Collaborated with cross-functional teams to address systemic issues affecting overall customer experience.
- Managed workload distribution effectively, ensuring timely resolution of tickets while maintaining a balanced workload for all team members.
- Spearheaded the adoption of new technologies and tools to optimize support operations, increasing efficiency, and reducing response times.
Sales Associate
JRMT Infotech
08.2014 - 10.2018
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Built relationships with customers to encourage repeat business.
- Managed returns, exchanges and refunds in accordance with store policy.
Education
Bachelor of Science - Business Management
Ateneo De Davao University
Davao City, Province Of Davao Del Sur, Philippines04-2012
Skills
- Customer feedback analysis
- Upselling and cross selling
- Documentation skills
- Retention marketing
Accomplishments
Achievements in BPO
Consistently exceeded monthly sales and performance targets, achieving 85% for consecutive months.
Successfully closed high-value deals and contributed to a 80% increase in team revenue.
Recognized as Top Closer/Top Performer for outstanding conversion and retention rates.
Awarded Employee of the Month/Quarter for excellent performance and teamwork.
Assisted in training and mentoring new hires, helping them adapt and meet KPIs quickly.
Achieved specific awards/certifications in recognition of strong communication and client handling skills.
Timeline
Retention Specialist
Crertih
10.2022 - 07.2025
Support Team Lead
Flatworld Solutions
11.2018 - 02.2022
Sales Associate
JRMT Infotech
08.2014 - 10.2018
Bachelor of Science - Business Management
Ateneo De Davao University