Summary

Overview

Work History

Education

Skills

Custom Section

Timeline

REGINALD JOHN MANDAR

Summary

Collections Specialist with extensive experience handling US, UK, and Australian debt collections.

Adapted and managed wide range of collection portfolios including aging credit card accounts, mortgage payments, personal and business loans, leasing and rental payments, and telecommunications accounts for a major UK broadband provider. I also have experience in return check collections and ACH processing for one of the largest grocery chains in the United States.

High understanding and proficiency of debt collection laws and compliance standards such as the US FDCPA and UK DPA, ensuring that all interactions are handled professionally and within regulatory guidelines.

My background in collections includes strong negotiation skills, customer handling experience, and a consistent ability to meet performance targets.

Overview

years of professional experience

Work History

Business Analyst / Collections Specialist

Albertsons Companies

01.2023 - 02.2026

Collect return check payments for store chains (Safeway, Kings) contacted debtors to negotiate payments, process payments using checks, credit cards.
Investigate and resolve disputes particular on business or commercial check returns.
Handle outbound or inbound calls via auto dialer, handle billing concerns, adhoc tasks etc.
US collections consumer/business check returns
Recommended targeted improvement action to guide department with a uniform strategy.

Sr. Collections Analyst

SEAMONEY Phils

04.2020 - 12.2022

Contact debtors to negotiate payments using various payment systems available, handle and investigate billing matters.
Assist team lead on any adhoc task required, mentor or coach team members on any account specific protocols.
Assist and mentor agents on how agents will improve on their collection performance etc.
E-commerce platform based collections

Customer Support Officer / Collections Specialist

KGB Phils

01.2019 - 12.2019

Assist customers on their loan applications, contact debtors to assist or negotiate payments on their arrears.
Follow strict protocols when negotiating payment plans when customers are under ‘Vulnerable’ status.
UK loan, collections account
Resolved customer issues by investigating problems, developing solutions, and making recommendations to management.
Attended to incoming enquiries within target timeframes.
Utilised CRM systems to record customer interactions, feedback, and complaints, contributing to service improvement.
Collected and updated accurate customer information to generate meaningful insights.
Managed incoming calls and customer service inquiries, demonstrating patience and understanding to enhance customer satisfaction.

Collections Specialist

Acquire Asia Phils

06.2018 - 12.2018

Contact debtors and negotiate payment plans, search or do Skip tracing for customers that may or have neglected their credit card account payments for years.
Update and apply new and current contact details.
Apply special payment arrangements on written off credit card debts or settlement offers.
Process payments using different payment tools applicable.
Australian collections, skip trace account
Managed collection processes for overdue accounts, improving cash flow and reducing aged debt.
Negotiated repayment plans with delinquent account holders to facilitate timely debt recovery.
Reported on collection activities and performance, providing insights for strategic decision-making.
Monitored debtor balances, identifying high-risk accounts and initiating appropriate action.

Transfer Agent/Collections

FCO Fair Collections and Outsourcing

03.2017 - 05.2018

Delivered exceptional customer service to ensure client satisfaction and repeat business.
Maintained accurate records of all transactions, client communications, and contracts.
Successfully negotiated best terms and conditions for contracts on behalf of clients through excellent persuasion skills.

Lead Generator

SoftwareOne Phils

03.2016 - 02.2017

Conducted market research to identify new leads and potential markets for expansion.
Used data to build strategies for targeting specific markets and consumer demographics.
Coordinated with the customer service team to gather feedback and improve lead quality.
Collaborated with sales teams to understand client requirements and tailor marketing efforts.
Managed databases of prospective clients, ensuring data was up-to-date and accurately categorised.
Phoned leads from referrals and telemarketing lists and asked appropriate questions to determine their needs and requirements.
Participated in team meetings to report on lead generation progress and discuss strategic adjustments.

Customer Service Support

Convergys Malaysia Phils

03.2015 - 01.2016

Australian account, data collections for printing company
Assessed user feedback to identify areas for improvement, leading to enhanced service delivery and customer satisfaction.
Fostered strong relationships with customers through exceptional service and follow-up support.
Engaged with customers at collection points, providing exceptional service and support.
Managed inbound customer queries via phone, email, and live chat, offering prompt and courteous service.

Outbound Sales Agent

Ascend Asia Phils

02.2012 - 02.2015

US outbound sales Satellite and Cable service provider
Connected with prospective customers via telephone or email to share available products and services.
Participated in continuous training sessions to enhance sales techniques and product knowledge.
Followed company scripts to cover key points and overcome objections.
Reached out to contact list to promote products and services.
Adapted sales strategy based on personal profiles and customer needs.

UK COLLECTIONS SPECIALIST/FINANCIAL ADVISOR (credit control management)

TRANSCOM North America Phils.

03.2010 - 01.2012

Contact customers to negotiate payments on their arrears, process payments utilizing various payment system tools, assist and resolve billing issues or disputes.
UK broadband and telco collections account
Managed collection processes for overdue accounts, improving cash flow and reducing aged debt.
Achieved debt collection targets in line with agreed deadlines.
Negotiated repayment plans with delinquent account holders to facilitate timely debt recovery.
Chased up overdue payments to offer assistance in difficult situations and set up payment plans.
Developed and maintained positive relationships with clients, ensuring effective communication regarding account status.
Traced, located and contacted debtors tied to collection accounts.

US COLLECTIONS SPECIALIST/FINANCIAL ADVISOR (credit card accounts, mortgage loans)

ACCENTURE

01.2009 - 01.2010

US credit card and mortgage 3rd party collections
Managed collection processes for overdue accounts, improving cash flow and reducing aged debt.
Achieved debt collection targets in line with agreed deadlines.
Negotiated repayment plans with delinquent account holders to facilitate timely debt recovery.
Chased up overdue payments to offer assistance in difficult situations and set up payment plans.
Scheduled late payments based on debtors' financial situation and company policy.
Traced, located and contacted debtors tied to collection accounts.
Safeguarded restricted financial information by following data confidentiality procedures.
Utilised various communication platforms to contact debtors, maintaining professionalism in sensitive situations.

OUTBOUND SALES AGENT

Winsource Solutions Inc

04.2006 - 12.2008

US Business to business outbound sales account
Connected with prospective customers via telephone or email to share available products and services.
Engaged in after-sales follow-up to confirm customer satisfaction and foster loyalty.
Reached out to contact list to promote products and services.
Documented calls in detail for future reference by contact centre and field personnel.
Addressed customers with confident, clear communication style.
Forwarded promotional information and products to customers by courier, mail or fax.