Junnald D.
Senior Customer Service Professional
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About
Junnald D. is a seasoned Customer Service Professional with over eight years of experience in the BPO industry, specializing in providing comprehensive support through email, chat, and voice channels across sectors such as healthcare, billing, logistics, and technical accounts. Notably skilled in resolution handling, he successfully manages complex customer issues and escalations while adhering to KPI, SLA, and CSAT targets. Junnald's expertise includes claims processing, insurance verification, and ensuring HIPAA compliance. Throughout his tenure, he has demonstrated proficiency in various CRM and ticketing systems like Salesforce, Zendesk, and Freshdesk, enhancing operational efficiency and customer satisfaction. His role as a Senior Customer Support Coordinator at iSupport Worldwide involved resolving billing concerns and managing international logistics, whereas at Tata Consultancy Services, he excelled in handling billing disputes and support retention efforts. Junnald's robust career is underpinned by a Bachelor of Science in Business Administration with a major in Computer Science from Jose Rizal University.
Experience
Senior Customer Support Coordinator
iSupport Worldwide · 2025 — 2026Handled daily email escalations exceeding 70 regarding order issues, billing concerns, and delivery exceptions, while ensuring SLA targets were met. Managed international logistics cases and resolved carrier claims, maintaining compliance with SLA. Conducted investigations into inventory discrepancies and processed reimbursements and claims in alignment with company policies.Senior Processing Associate / Technical Representative
Tata Consultancy Services · 2024 — 2025Processed a high volume of tickets involving billing adjustments, refunds, and account changes while adhering to SLA targets. Managed payment collections and negotiated payment plans. Resolved billing disputes and service issues, contributing to customer satisfaction, while ensuring accurate documentation through CRM and ticketing systems (Zendesk/Salesforce).Customer Service Representative
Continuum Global Solutions · 2023 — 2024Responded to more than 70 customer inquiries daily via phone, email, and chat, focusing on timely resolutions. Processed prescription orders and healthcare requests with an emphasis on high accuracy and compliance. Coordinated service delivery with healthcare providers while maintaining SLA adherence and customer satisfaction targets.Customer Service Representative / Technical Support
Firstsource Ltd. · 2022 — 2023Handled inquiries related to healthcare insurance, conducted insurance verifications, and processed claims while ensuring HIPAA compliance. Reviewed medical records to resolve claims-related issues accurately. Assisted in the management of overpayments and delayed claims, which improved resolution turnaround times. Provided technical troubleshooting support to providers, maintaining service quality.Customer Service Representative & Technical Support
Concentrix · 2019 — 2022Managed a high volume of inbound support through calls, emails, and chats, consistently meeting SLA and quality targets. Offered technical troubleshooting and resolved various issues efficiently. Managed billing disputes and escalations while ensuring accurate reporting and documentation.Customer Service Representative (Mortgage & Sales)
Novus · 2017 — 2019Assisted customers with mortgage inquiries and application processes. Managed loan payments, account updates, and necessary documentation. Conducted outbound calls for healthcare product sales, while maintaining CRM records and achieving sales targets.
Skills & Expertise
Education
- Bachelor of Science in Business Administration (Major in Computer Science)Jose Rizal University · 2015 — 2020