JUAN PAOLO RAMIREZ

• Spearhead B2B sales initiatives, focusing on acquiring and onboarding mid-sized to large-scale merchants across diverse industries, including retail, food and beverage, e-commerce, and services.
• Manage the full sales cycle: from prospecting and qualifying leads, conducting product demonstrations, handling commercial negotiations, to guiding merchants through KYC, onboarding, and go-live support.
• Build strong, consultative relationships with decision-makers and stakeholders to position PayMongo as their preferred payment solution partner.
• Collaborate with cross-functional teams including Risk, Compliance, Engineering, Customer Success, and Product to ensure seamless merchant activation and long-term satisfaction.
• Develop and execute strategic growth plans to drive revenue and merchant retention, including upselling new features (e.g. QRPh, Links, API, Website integrations).
• Monitor market trends, merchant feedback, and competitor offerings to continuously refine sales strategies and identify partnership opportunities.
• Maintain a robust sales pipeline and provide accurate forecasts using CRM tools and internal dashboards.
• Represent the company in client meetings, product discussions, and merchant events to deepen engagement and brand trust.

Design, develop, and implement comprehensive training programs for Collections Specialists, covering areas such as:

• BillEase products and processes
• Effective communication and negotiation skills
• Customer service excellence
• Debt collection regulations and ethics
• Soft skills development (e.g., empathy, resilience, problem-solving)
• Facilitate engaging and interactive training sessions, utilizing various delivery methods (e.g.,classroom training, eLearning)
• Coach and mentor new and existing Collections Specialists, providing ongoing support and guidance
• Continuously evaluate and improve training programs based on feedback and industry best practices
• Stay up-to-date on the latest trends and regulations in the collections industry
• Collaborate with other departments (e.g., HR, Operations) to ensure alignment of training programs with business goals
• Spearhead AI related process improvements and/or projects
• Contribute to Collections strategy

• Leading collectors, supervising the way in which they handle phone calls and the letters they send, make sure the entire process operates in compliance with laws
• Ensuring that all debts are collected timely and within various KPIs set
• Researching, developing and implementing collection procedures that reduce the amount of delinquency
• Reviewing customer accounts and authorize various tactics such as extensions and write-offs to save the company money
• Investigating and resolving all payment discrepancies and invoice disputes and handle the difficult complaints and calls
• Regularly reporting the collection department's progress and statistics
• Present information or data to management or their department to highlight trends or achievements
• Interviewing and hiring team members, providing training, creating work schedules, filing timesheets, and performing any disciplinary actions
• Reviewing employee interactions with customers to ensure all policies and regulations are being adhered to by their subordinates
• Handling the overall operations of collection department including those of the collections agencies and/or external vendors.

• Lead a team of 1 Team Leader and 18 Customer Service Representatives in driving highest level of customer experience
• Plan and execute processes and initiatives to meet KPI goals
• Ensure all the activities of Operations comply with ethical standards and relevant acts
• Ensure ongoing completion of Quality Call Monitoring and evaluation as per client guidelines
• Coaching and empowering team members.

• Prospecting new clients in the designated corporate business industry; Banking and Telecommunications, and Retail
• Create new business model in redefining economic value to the company
• Generate ideas and concepts for the client in regards to new project development
• Meet and/or exceed assigned sales productivity goals
• Develop and manage pipeline to help meet or exceed group target
• Initiate new and ongoing sales process by scheduling appointments, making presentations and understanding account requirements
• Maintenance of existing project development with the client
• Contribute information related to assigned market by monitoring competitive products from existing and potential clients
• Extensive Sales Experience preferably from an IT or Solutions Company or any related business
• Shall handle prospecting of new accounts for assigned industry
• Shall manage confirmed accounts and ensure profitability of business engagement for the duration of the contract
• Shall ensure possible business continuity with existing accounts
• Shall maintain relationship with clients from various Departments and levels
• Shall perform admin tasks and proper documentation on lifecycle of projects and client engagements
• Must be able to work well individually and with a team
• Must meet assigned sales productivity goals and sales quota
• Shall take care of initiating new and ongoing sales process such as but may not be limited to scheduling appointments, delivering presentations, preparation of quotations and/or BID documents and initial requirements gathering
• Contribute and gather information related to assigned market, monitor competitive products, market directions and potential business expansions and products development
• Other tasks may be assigned from time to time.

• Relationship Manager (RM) will be responsible to manage a portfolio of accounts
• RM will closely monitor and communicate the volumes of merchants under his/her portfolio to be able to anticipate and address any downtrend by offering mutually beneficial solution to the merchants
• RM will deepen the relationship with existing merchants by conducting regular and structured visits mostly to Head Offices to negotiate for institutional deals driving both Sales Volume and Revenue up
• RM will work with a PM to mount Paylite programs to support Issuing in driving incremental revenues for the business such as new channels for Paylite (i.e
• Paylite online, blue ocean sources of growth)
• Create, develop and manage initiatives to deliver the following KPI's
• While sales volume is the primary objective, RMs are to actively cross-sell other applicable Citi products, marketing programs and facilities that will be their primary tools in deepening the relationship and ultimately increasing the sales volume
• Continuously accredit new merchants, which can bring in significant volume as dictated by the business
• Robust support to grow proprietary programs like Paylite and PWP
• Enhance end-to-end customer experience and engagement by ensuring solid Issuing support to proprietary programs
• Achieve 100% smooth and successful transition during TSA period
• Achieve 100% compliance to all regulatory requirements both local and regional
• Work closely with Paylite team together with cross functional teams
• Closely track, analyze and report on the performance of Merchant Acquiring team and support units to ensure results are on track, to identify the problems/issues and recommend solutions to resolve them
• Manage the projects from start to end, ensuring successful implementation
• Work with support teams to ensure quality output with effective and timely execution of all projects/programs and fulfillment of all regional and compliance-related tasks.

• Lead a team of Unit Managers and CSOs in driving highest level of customer experience
• Plan and execute processes and initiatives to meet KPI goals
• Ensure all the activities of Operations comply with ethical standards and relevant acts
• Ensure ongoing completion of Quality Call Monitoring and evaluation as per client guidelines
• Coaching and empowering team members to perform all aspects of the job
• Monitor, Evaluate and address all aspects of the team's performance against set goals using the available measuring tools and resources
• Ensures strong and solid execution of discipline and performance management policies
• Heavily involved and may take charge of overall communication strategies for initiatives and policy changes in Operations
• Conducts structured and effective Unit Manager Huddles and coaching sessions to drive the Client Experience metrics, Sales and productivity
• Clearly communicate performance and behavioral expectations to Unit Managers and provide ongoing feedback against performance expectations including regular performance reviews
• Address below standard performance through coaching and counseling
• Assist to recruit new team members who possess the skills to fit within the current business needs.

• Supervises a small team consisting of up to 14 officers handling Merchants Acquiring Support, Dispute Resolution and Terminal Management for both Philippines and Singapore businesses
• Manages queries from merchants using Citibank service/s received thru the Merchant Hotline and/or Email
• Assist customers on any terminal related transaction dispute/s
• Work with Service Providers such NERA, GHL and Tangent on any terminal related issues raised by Merchant
• Coordinate with Relationship Managers in Citibank N.A and Citibank Changi in any issues raised by the merchants.

• Supervises a small team consisting of up to 15 Collectors who work on accounts with minor delinquency or are in early stage collections
• Manages required service levels and performance goals of assigned support staff
• Uses expert negotiation skills to resolve escalated calls
• Trains and coaches Collectors
• Manages the integrity and confidentiality of recorded information within computerized collection systems
• Guide support staff in achieving resolutions for complex problems that are consistent with established procedures and policies
• Makes evaluative judgments to solve problems based on analysis of factual information; resolves problems by identifying and selecting solutions through the application of acquired technical experience and guided by precedents
• Direct impact by ensuring the quality of tasks provided by self and others on team
• Handles other functions such as Level 2 QA on Default listing accounts and Mortgage calling.

• Conduct Compliance Checks such as PC and Mobile Sweeps, Clean Desk and other Audit related checks
• Participates in RCSA/Peer Review to ensure adherence on certain Audit Items
• Listen to Sales Calls made by Collections Officer to guarantee it's adherence on Business and Regulatory requirements
• Do quality checks on Card and check deliveries
• Metrics will include returned deliveries, successfully delivered and failed deliveries.

• Make collections calls and collects on overdue and over limit amounts on accounts that fall on the Front End Portfolio 0-59 days past due
• Utilize advanced negotiation skills to resolve delinquency issues
• Provide financial solution by assisting customer with their debt obligation (e.g
• Offering hardship program)
• Utilize computer software to document calls, analyze customer problems, and seek resolution
• Utilize all available tools and technology to influence customer behavior with established procedures
• Ensure proper collection actions by addressing the issue
• Handles issues on systems, process and participates in UAT as necessary
• Provide feedback on project-related activities
• Monitor errors to ensure adherence to audit and control processes
• May recommend appropriate actions to resolve identified problems
• May work with business teams to develop system process improvements and solutions.