Jonathan Marco Dela Pena
Assistant Vice President for Aftersales and Customer Relations
Makati City
Summary
Professional with experience in strategic leadership and operational management. Skilled in driving team collaboration and achieving results through adaptive strategies and clear communication. Proficiencies include project management, financial analysis, and process optimization. Known for reliability, flexibility, and strong focus on delivering impactful outcomes.
Overview
11
11
years of professional experience
5
5
years of post-secondary education
Work History
AVP for Aftersales and Customer Relations
Britannica United Motors Inc.
01.2024 - Current
- Develop and implement aftersales strategies that align with the company's overall goals and objectives
- Identify opportunities for improving aftersales processes and customer experiences
- Lead the development of policies and procedures for aftersales operations
- Oversee and mentor the aftersales management team, including customer service managers, service technicians, and parts coordinators
- Manage aftersales budgets and resources, ensuring cost-effective operations
- Develop strategies to increase revenue from aftersales activities, including upselling and cross-selling opportunities
Head for Relationship Management and Corporate Affairs
Chevrolet Philippines / MG - The Covenant Car Company Inc.
01.2020 - 12.2023
- Strategically lead and develop a senior operational management team to enhance performance by setting clear accountable performance measures
- Accountable for ensuring full regulatory compliance and legal requirements
- Identification of any potential risk issues
- Work effectively with all peers and the board/stakeholders Commercial and Finance, Marketing, Operations to negotiate and influence customer improvements
- Responsible for Profit and Loss, or Profit Centre/Cost Centre Budgets
Senior Manager for Customer Relations
Chevrolet Philippines / MG - The Covenant Car Company Inc.
01.2017 - 12.2020
- Take ownership of customers’ issues and follow problems through to resolution
- Assist in managing team operations, conduct stewards coaching and provide recommendations to enhance customer experience
- Control resources and utilize assets to achieve qualitative and quantitative targets
- Improve customer service programs, create engaged customers, and facilitate organic growth
- Adhere to and manage the approved budget
Customer Relations Manager
Chevrolet Philippines / MG - The Covenant Car Company Inc.
01.2016 - 12.2017
- Oversee the hiring, orienting, and training of an organization’s customer experience team
- Define and implement standards/procedures for ensuring optimal customer experience
- Conduct surveys to gather information on customer opinion of rendered services
- Utilize social media platforms in reaching out to customers to help resolve issues and provide quick responses to inquiries
- Supervise the activities of the customer experience team to ensure their interaction with customers reflect positively on the company
Assistant Manager for Customer Relations
Chevrolet Philippines / MG - The Covenant Car Company Inc.
01.2015 - 12.2016
- Conduct a Deep-dive Analysis of the monthly results for the PDS-S (Sales) survey and SSS (Aftersales) survey which will be provided to the corresponding service groups for process improvement
- Perform annual reviews, appraisals, and performance management reviews for the customer service experience of our customers across the dealership network
- Develop standard procedures and policies for improving the service provided to customers
- Maintain in-depth working knowledge of the company’s brands, systems, and processes
- Monitor business and process metrics to measure and manage customer service effectiveness
- Educate customers about the organization’s products or services
- Maintain communication with customers via emails, phone calls, emails, etc
- Prepare documentation and reports on routine customer correspondence for future reference purposes
Senior Supervisor for Customer Relations
Chevrolet Philippines / MG - The Covenant Car Company Inc.
01.2014 - 12.2015
- Assist in the establishment of customer care policies and procedures
- Being close to the customer, team members and management can give the position a unique viewpoint from which the company can benefit when setting up customer-focused systems
Operations Team Lead
Convergys Philippines - CVG
01.2014 - 12.2015
- Provide assistance and guidance to technical support agents
- Identifying training needs, overseeing daily operations, implementing company procedures, preparing reports, and assessing personnel performance
Senior Team Lead
Professional Staffing Group - PSG
01.2014 - 12.2014
- Assist in the establishment of customer care policies and procedures
- Being close to the customer, team members and management can give the position a unique viewpoint from which the company can benefit when setting up customer-focused systems
Education
A.B. - Psychology
Manila Central University
01.2004 - 01.2007
Manufacturing Engineering and Management - undefined
De La Salle University
01.2001 - 01.2003
Skills
- Leadership
- Strategic planning
- Business planning
- Growth planning
- Operational management
- Managerial capabilities
- Conflict resolution
- Partnership development
- Corporate communications
Timeline
AVP for Aftersales and Customer Relations
Britannica United Motors Inc.
01.2024 - Current
Head for Relationship Management and Corporate Affairs
Chevrolet Philippines / MG - The Covenant Car Company Inc.
01.2020 - 12.2023
Senior Manager for Customer Relations
Chevrolet Philippines / MG - The Covenant Car Company Inc.
01.2017 - 12.2020
Customer Relations Manager
Chevrolet Philippines / MG - The Covenant Car Company Inc.
01.2016 - 12.2017
Assistant Manager for Customer Relations
Chevrolet Philippines / MG - The Covenant Car Company Inc.
01.2015 - 12.2016
Senior Supervisor for Customer Relations
Chevrolet Philippines / MG - The Covenant Car Company Inc.
01.2014 - 12.2015
Operations Team Lead
Convergys Philippines - CVG
01.2014 - 12.2015
Senior Team Lead
Professional Staffing Group - PSG
01.2014 - 12.2014
A.B. - Psychology
Manila Central University
01.2004 - 01.2007
Manufacturing Engineering and Management - undefined
De La Salle University
01.2001 - 01.2003
Similar Profiles
Henry SpiererHenry Spierer
SENIOR PRODUCT MANAGER at Britannica Group, Melingo AISENIOR PRODUCT MANAGER at Britannica Group, Melingo AI
NITIN GUPTANITIN GUPTA
Senior Area Sales Officer at Indiannica Learning Private Limited (Formerly Known As Encyclopaedia Britannica India Private Ltd)Senior Area Sales Officer at Indiannica Learning Private Limited (Formerly Known As Encyclopaedia Britannica India Private Ltd)
Jessica SmithJessica Smith
Labourer at Britannica Roofing Inc.Labourer at Britannica Roofing Inc.