Reynaldo Hermosa Sotto
Customer Service Professional
Caloocan
Work Preference
Work Type
Full TimeContract WorkLocation Preference
RemoteHybridImportant To Me
Work-life balanceCompany CultureCareer advancementWork from home optionPaid sick leavePaid time offPersonal development programsSummary
Highly experienced customer service professional with 9 years of combined background in customer service and collections procedures. Detail-oriented individual with exceptional communication skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for proactive approach to identifying and addressing issues. Dedicated to supporting team objectives. Equipped with strong problem-solving abilities and a willingness to learn. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Overview
10
10
years of professional experience
2
2
years of post-secondary education
2
2
Certifications
1
1
Language
Work History
Debt Management Specialist
ParcelHero
09.2025 - Current
- Negotiated with creditors on behalf of clients to arrange for payment adjustments, interest rate reductions, or payment plans.
- Streamlined debt collection processes, resulting in faster resolution of overdue accounts and improved cash flow for the organization.
- Reviewed draft legal documents and made recommendations to management.
Collections Specialist
Unifin Inc
05.2025 - Current
- Cultivated a professional demeanor when dealing with difficult customers, displaying empathy while remaining assertive in achieving desired outcomes.
- Optimized account prioritization by analyzing customer data, enabling more targeted and effective collection efforts.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Researched accounts and completed due diligence to resolve collection problems.
- Reduced delinquency rates by implementing effective collection strategies and maintaining consistent follow-up procedures.
- Processed payments and applied to customer balances.
- Improved customer payment compliance through negotiating mutually agreeable repayment plans.
- Negotiated to collect balance in full.
Mortgage Senior Advisor FST
HSBC Philippines
05.2022 - 04.2025
- Blend support inbound and outbound calls.
- Providing financial guidance and payment resolution to delinquent accounts and detecting early delinquency stage.
- Email follow ups through internal department to achieve right and fair outcome towards customer journey.
- Established strong partnerships with key stakeholders through consistent communication and collaboration efforts, promoting mutual success.
- Spearheaded the development of customized solutions tailored to individual client needs, resulting in superior outcomes compared to standard offerings.
- Assisted clients with financial planning to meet financial goals.
Customer Service Representative
Concentrix Daksh Services
02.2022 - 05.2022
- Blended support calls for general concerns.
- Includes answering through phone calls and email.
- Upselling but not required.
Customer Service Support
Taskus Lizardbear Tasking
11.2020 - 01.2022
- Taking in blended calls and email follow up through internal teams for proper guidance.
- Creating ticket for unresolve concerns and escalate concerns to relevant team.
- General inquiries section support.
Collections Agent
Alorica Philippines
02.2016 - 11.2020
- Responsible taking in calls through outbound and discussing payment options as a third party collector.
Education
Bachelor of Science - Information Technology
01.2011 - 01.2012
Undergraduate. Completed 2nd year 1st semester.
Bachelor of Science - Hotel and Restaurant Management
01.2012 - 01.2013
Undergraduate
Skills
Billing management
Knowledge of collections procedures
Collaboration and teamwork
Customer-focused approach
Attentive listener
Navigating customer objections
Collections management procedures
Debt management
Assessment of FDCPA regulations
FCA evaluation
Mortgage financial management
Financial credit analysis
Management of loan standards
Financial services
Financial analysis
Personal Information
- Date of Birth: 01/04/95
- Nationality: Filipino
- Marital Status: Single
Languages
5
Certification
Zendesk Customer Service Professional
Timeline
Debt Management Specialist - ParcelHero
09.2025 - Current
Collections Specialist - Unifin Inc
05.2025 - Current
Mortgage Senior Advisor FST - HSBC Philippines
05.2022 - 04.2025
Customer Service Representative - Concentrix Daksh Services
02.2022 - 05.2022
Customer Service Support - Taskus Lizardbear Tasking
11.2020 - 01.2022
Collections Agent - Alorica Philippines
02.2016 - 11.2020
Bestlink College of the Philippines - Bachelor of Science, Hotel and Restaurant Management
01.2012 - 01.2013
Global Reciprocal College - Bachelor of Science, Information Technology
01.2011 - 01.2012