Johnry Dela Pena

Work History

Dyninno Philippines Inc.

09.2021 - 02.2024

Improved productivity of customer service team by leading training initiatives and revamping schedules.
Monitored daily sales performance and provided feedback to each team member.
Provided leadership, guidance and direction to sales team members, offering assistance with any need at any time.
Maintained up-to-date knowledge of products and services offered to customers.
Prepare sales presentations and other sales tools.
Develop and coach agents how to negotiate and effectively close sale.
Evaluate performance of sales team and seek ways to improve team’s performance
Develop and maintain accurate records of prospects, leads, pricing, sales activities, and active clients.
Identify trends in market, both current, and future that are likely to affect performance of organization.

Teleperformance Cebu IT Park

09.2018 - 08.2021

Supervising and monitoring employees, conducting reviews for agent individual performance.
Organizing workflow by assigning responsibilities and preparing schedules
Overseeing and coaching employees. Training new hires on how they can best serve customers
Conducted root cause analysis in deficient areas to identify and resolve issues.
Guide employees how to properly handle customers with questions and problems to build brand loyalty and cultivate lasting business relationships.
Mainly overseeing processes and metrics directly related to customer retention, loyalty, and churn.
Monitoring relevant metrics for customer goals and keeping account overviews.
Analyzing churn reasons, creating an offboarding process and checklist, and conducting offboarding interviews to determine why customers are leaving.