LEONARD BRYAN LIMANO
COLLECTIONS SPECIALIST
Summary
Dynamic Customer Service Representative and Collections Specialist with over a decade of experience in delivering exceptional support and fostering positive payment outcomes. Expertise in resolving complex customer issues, negotiating effective payment arrangements, and enhancing overall customer satisfaction while upholding compliance and professionalism. Equipped with strong communication, problem-solving, and organizational skills, adept at building rapport, de-escalating challenging situations, and swiftly adapting to new systems and technologies. Committed to driving results through a customer-centric approach and a focus on continuous improvement.
Overview
13
13
years of professional experience
Work History
CSR /BILLING AND COLLECTIONS SPECIALIST
/ SOURCEFIT PHILIPPINES / REBOUND LIMITED NEW ZELAND
08.2023 - Current
- Increased recoveries by negotiating favorable repayment terms for clients and customers.
- Contacted clients with past-due payments and actively monitored payments due from clients.
- Established strong relationships with customers, fostering open communication channels for effective debt resolution.
- Reduced delinquency rates with proactive account monitoring and timely communication.
- Developed comprehensive knowledge of relevant regulations and industry best practices to ensure compliance in all collection activities.
- Provided excellent customer service while resolving disputes, addressing concerns, and finding win-win solutions for both parties involved.
ACCOUNT MANAGER - COLLECTIONS
ACQUIRE ASIA PACIFIC - PIONEER CREDIT SOLUTIONS AUSTRALIA
05.2021 - 07.2023
- Managed designated accounts and ensured that individual and team targets are met.
- Provided exceptional customer service and consistently utilize appropriate tools, follow correct systems and process to undertake skip tracing of accounts to locate customers.
- Demonstrated effective negotiation for payment arrangements and settlements.
- Organize and manage workflow to ensure that all designated accounts are actioned appropriately, and payments arrive on time.
- Conduct daily activities aligned with relevant Australian debt collection guidelines and other legislation including Privacy Act, Trade Practices Act and ACCC.
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
COLLECTIONS SPECIALIST
CONCENTRIX-SYNNEX CORP. - WESTPAC BANK AUSTRALIA
11.2015 - 05.2021
- Collects on high-risk delinquent accounts by contacting customers through outbound calls and informing them of their overdue bills.
- Advising customers on their payment options and suggesting methods of payments or referring them to a specialised team for hardship assistance.
- Negotiating suitable payment plans. Maintaining customer payment records. Writing final notice warnings to customers when payments are not being made.
- Instituting legal action when customers fail to pay their debt. Responding to customer queries and process refunds.
- Conduct daily activities aligned with relevant Australian debt collection guidelines and other legislation including Privacy Act, Trade Practices Act and ACCC.
CUSTOMER CARE REPRESENTATIVE
TELETECH CUSTOMER CARE MANAGEMENT PHILS. - BANK OF AMERICA RETAIL DEPOSITS
05.2013 - 11.2015
- Establish and promote cordial relationship with customers through inbound calls and ensuring prompt attendance to their inquiries and solving their problems to grant them maximum satisfaction.
- Respond to customer inquiries and complaints in a timely and professional manner.
- Resolve customer issues and provide solutions to customer inquiries. Process customer transactions such as deposits, withdrawals, transfers, and loan payments.
- Provide customer service support for online banking and mobile banking.
CUSTOMER CARE REPRESENTATIVE
EXPERT GLOBAL SOLUTIONS (EGS) - CREDIT ONE BANK
11.2012 - 02.2013
- Demonstrate and promote cordial relationship with customers through inbound calls and ensuring prompt attendance to their inquiries and solving their problems to grant them maximum satisfaction.
- Monitoring accounts for fraudulent activity and liaising between customers and compliance department to resolve issues.
- Assist customers in understanding their bill, processing transactions, and making payments.
- Maintaining customer profiles and ensuring proper documentation is provided and obtained.
Skills
Active Listening
Attention to details
Complain resolution
Empathy
Interpersonal skills
Persuasion skills
Problem Solving skills
Accomplishments
Key Accomplishments – Collections Specialist / Customer Service Representative
- Achieved the highest total number of Promises to Pay (PTP) across the entire program for a full month at Pioneer Credit Manila, demonstrating strong negotiation skills and consistent performance in meeting collection targets.
- Recognized twice with the “Orange Award” for Quality Call Excellence (Pioneer Credit), awarded by the Australia-based Quality Assurance team, for delivering outstanding call handling, compliance, and customer engagement.
- Earned distinction as Top Collector in the Outbound Late Cycle Program for Westpac Bank, reflecting exceptional ability to recover delinquent accounts while maintaining professionalism and customer rapport.
Timeline
CSR /BILLING AND COLLECTIONS SPECIALIST
/ SOURCEFIT PHILIPPINES / REBOUND LIMITED NEW ZELAND
08.2023 - Current
ACCOUNT MANAGER - COLLECTIONS
ACQUIRE ASIA PACIFIC - PIONEER CREDIT SOLUTIONS AUSTRALIA
05.2021 - 07.2023
COLLECTIONS SPECIALIST
CONCENTRIX-SYNNEX CORP. - WESTPAC BANK AUSTRALIA
11.2015 - 05.2021
CUSTOMER CARE REPRESENTATIVE
TELETECH CUSTOMER CARE MANAGEMENT PHILS. - BANK OF AMERICA RETAIL DEPOSITS
05.2013 - 11.2015
CUSTOMER CARE REPRESENTATIVE
EXPERT GLOBAL SOLUTIONS (EGS) - CREDIT ONE BANK
11.2012 - 02.2013