Tejada, Junry Panganiban- /-
T
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B 8 L 43 Phase 1A Kasiglahan Village, San Jose
Rodriguez Rizal
PROFILE
Results-driven professional with extensive experience in customer service, client outreach, and sales. Proven track record
in lead generation, relationship building, and appointment setting. Exceptional communication skills, both written and
verbal, with a strong ability to navigate and overcome objections. Adept at managing CRM tools and documentation to
streamline client interactions and enhance service delivery. Passionate about being a customer advocate, collaborating,
and committed to contributing in a fast-paced industry.
Skills
Communication Skills: Excellent verbal, written, and interpersonal communication skills, including team
collaboration, negotiator, email correspondence and phone etiquette.
Customer Service Excellence: Proficient in handling high volume inbound/outbound calls, emails, and live chat
interactions with a focus on resolving inquiries and providing exceptional customer service experience.
Legal and Policy Adherence: Ensures all collected data, activities are conducted in accordance with applicable
laws and internal policies, maintaining full compliance with FDCPA and privacy guidelines. Familiarity with IRS
procedures and reporting requirements Identifying tax risks in investment structures. Handling Investment risk
management and monitoring tax changes based on legislation and jurisdiction.
Prospecting, Cold Outreach and Sales: Experienced in identifying potential customers through targeted research
(data mining ), cold calling, email campaigns and social media engagement delivering scripted pitches and
tailored conversation to capture interest and drive action.
Negotiation and Effective handling of Objections: Skilled in negotiating customized payment plans to help
customers bring accounts current while adhering to policies and maintaining professional conversation.
CRM Expert, Documentation & Bookkeeping: Skilled in using CRM tools (Hubspot, Salesforce, Hubstaff, Azzure,
Bitrix, 365, SNOW, Slack, Excel, MS Teams, Empower, PowerBI, MPS, Avaya, Ring Central, Call Tool, Shopify,
Gorgias, Zendesk etc. ) for managing client data, tracking engagements, and able to perform account
reconciliantion,Invoicing, tagging and copywriting.
Calendar and Email Management: Expertise in managing and updating sales team calendars for efficient
scheduling and coordination.
Time Management & Multi-tasking: Demonstrated ability to manage multiple priorities effectively while
maintaining a high level of organization.
Professional Experience
Lead Generation Representative B2B
EZ Roofing and General Construction
Sept. 2024 – May 2025
Developed and managed a pipeline of leads through targeted outbound calls and follow-ups, enhancing lead
qualification and conversion rates.
Executed email campaigns to engage potential clients and set appointments, improving lead generation efforts.
Utilized CRM tools to document outreach efforts and manage lead data.
Managing multiple outreach through phone calls, email, and text.
Composition of persuasive scripting to improve workflow, Invoice creation and basic book keeping.
Lead Generation Representative B2B
Simple.biz
Aug 2023 – Jul 2024
Developed and managed a pipeline of leads through targeted outbound calls and follow-ups, enhancing lead
qualification and conversion rates.
Executed email campaigns to engage potential clients and set appointments, improving lead generation efforts.
Utilized CRM tools to document outreach efforts and manage lead data.
Customer Service Representative/ FES
Manulife MBPS
Apr 2018 – Jun 2022
Respond to calls or emails from plan members, employers, and advisors regarding group retirement and savings
plans (e.g., RRSP, DPSP, pension plans).
Provide clear and accurate information about account balances, investment options, contributions, withdrawals,
and tax implications.
Support plan enrollments, withdrawals, and retirement income options (e.g., LIF, RRIF).
Maintain compliance with financial regulations and privacy laws (e.g., CRA, FSRA, PIPEDA).
Follow internal protocols for security verification and transaction approvals
Help individuals understand investment choices, fees, and retirement planning tools
Work closely with account managers, advisors, and operations teams to resolve client issues.
Support growing representative in providing best practices in handling Investment inquiries.
Attend to call escalation and provide solutions in particular with investment risk management.
Managed investment-related communications, ensuring accurate documentation and timely processing.
Handled email management, call listening for quality assurance, and document sharing with the admin team.
Provided administrative support and resolved data issues to improve client service.
Perform Call monitoring to maintain call compliance and help QA in survey disputes.
Perform basic bookkeeping and copy-writing.
AR Supervisor
Phil. Primark Properties Inc.
Mar 2017 – Aug 2017
Supervise and manage the AR team to ensure efficient processing of invoices, receipts, and collections.
Monitor aging reports and implement strategies to reduce overdue accounts.
Address client inquiries regarding billing discrepancies and resolve issues promptly.
Prepare and present regular AR reports to senior management, highlighting key metrics and trends.
Work closely with the sales and operations teams to ensure seamless invoicing and timely collections.
Collaborating with the head office in handling facility reports.
Coordinate with the finance department for reconciliations and audit preparations.
Collection Specialist Tier 2/ Technical Support
AFNI - Sprint/ Order Support
Apr 2015 – Jan 2017
Make outbound calls and respond to inbound inquiries to collect overdue balances
Send reminder notices via email or text in accordance with company policy
Explain available options like payment extensions, deferments, or financial hardship programs
Accept payments over the phone and ensure proper application to customer accounts
Update account records in Sprint’s internal billing and CRM systems
Adhere to federal and state debt collection laws (e.g., FDCPA) and company policies
Maintain customer confidentiality and handle sensitive information securely
Document all interactions in accordance with legal and procedural guidelines
Assist customers with device setup, configuration, and feature usage (e.g., voicemail, mobile data, apps)
Walk users through troubleshooting steps for hardware, software, and network problems
Track progress on escalated tickets and ensure customer follow-up
Customer Service Representative
Teletech - Bank of America
Aug 2012 – Mar 2015
Handled complex customer service requests, account management, and dispute resolution.
Assisted with account reconciliation and travel arrangements for credit card holders.
Process deposits, withdrawals, transfers, and payments accurately
Investigate and resolve account issues or discrepancies (e.g., unauthorized transactions, overdrafts)
Identify customer needs and recommend suitable products (credit cards, loans, savings plans)
Call Center Representative / B2B Sales
IBM Daksh - Amazon.com/ Citibank
Jan 2010 – Jun 2012
Handle inbound calls, chats, or emails from customers regarding orders, accounts, payments, or returns
Investigate and resolve problems such as missing packages, incorrect orders, billing issues, or account concerns
Escalate unresolved or complex issues to supervisors or specialized teams
Document all interactions in Amazon’s customer service system
Adhere to data security and privacy standards (GDPR, CCPA, etc.
Educate customers about Prime membership, Amazon Fresh, or other offerings
Help customers with fund transfers, bill payments, account updates, and card activation/deactivation
Support account maintenance requests, including address changes or document updates
Guide users in using Citibank's digital tools such as mobile and online banking platforms
Technical Support
PLDT Ventus Sprint/ Order Support
Sept 2009 – Dec 2009
Provided technical support, managed account setups, and documented customer interactions.
Make outbound calls to schedule receiver repair with Dish Technician.
Provide clear and accurate information about DISH services (TV packages, add-ons, promotions, etc.)
Troubleshoot common problems with satellite equipment, receivers, remote controls, and streaming devices
Set up new accounts and process service cancellations or reinstatement
JOB ACCOMPLISHMENTS
Top 2 Sales Rep for 3 months
Highest Collection for 2 months with Sprint
Part of highest contributor in Team Caloi (BOA)
Promoted as AR Supervisor
Promoted as a Financial Education Specialist
EDUCATIONAL BACKGROUND
Tertiary: University of Rizal System, Rodriguez
2002 – 2007
Secondary: Kasiglahan Village National High School
2000 – 2002
Elementary: Pinaglabanan Elementary School
1992 – 1998
EDUCATIONAL ACHIEVEMENT:
Iskolar ng Bayan 2002 – 2007 (College)
External Vice-Pres. Of Millennium Science Educator Society (College)
President of Student Council (High School)
Best in Drafting (High School)
I hereby pledge that all the information listed above is true and correct.
Junry P. Tejada
Applicant
