Gerry Pena

Empathetic Customer Sales and Support Representative who managed high-volume inbound calls in a fast-paced BPO environment while maintaining 90% CSAT rating. Versatile and goal-oriented professional with 8 years of experience in the academe and a background in legal studies. Skilled in public speaking, management, instruction, and administrative support.

Customer Service Representative - Convergys Philippines

(2016-02 - 2016-08)

Voice | Sales

• Demonstrated clear communication, passion, and empathy for customers that developed into a customer-first mindset while maintaining 90% CSAT rating.
• Processed customer sales requests and performed successful upselling, which improved the metrics of the team by 10%.
• Accurately and confidentially documented customer information updates and effectively communicated with internal teams to properly resolve other concerns.

College Instructor (Social Sciences) - Cavite State University – Carmona Campus

(2016-08 - 2024-01)

• Successfully implemented classroom management strategies throughout pre to post-pandemic, with an average of 93% ratings from supervisor and 95% in Student Evaluation for Teacher (SET).
• Delivered relevant and effective educational instructions to learners that produced very good assessment results.
• Provided administrative support to the Campus for every course accreditation, bringing out level III status for each course.

Partner –Transporter (Part-Time) - Transportyfy Philippines

(2021-01 - 2026-05)

• Successfully delivered thousands of assets/packages with a streamlined process of coordination on customer booking notes and modifications via phone, SMS, and live chat that produced consistent excellent customer satisfaction ratings.
• Successfully troubleshot situations due to optimized coordination between customer service representatives and directly to the client.
• Efficiently managed multiple business bookings at once under a Transportation Management System (TMS) with integrated Customer Relationship Management (CRM).

Juris Doctor - Law - Emilio Aguinaldo College-Cavite (2021 - 2022)

Bachelor of Arts - Political Science - Cavite State University- Main Campus (2016-04)