L. NAVIN LEONARD
Chennai
Summary
Finance professional with 10 years of experience in Collections, Dispute Management, and Order-to-Cash (O2C) operations. Proven track record of managing high-value portfolios, driving complex customer escalations to resolution, and minimizing bad debt. Adept at guiding a 10-member team to achieve operational excellence, strict SLA adherence, and improved cash flow for enterprise clients.
Overview
3
3
years of post-secondary education
15
15
years of professional experience
Work History
Team Leader – Collections & Dispute Management
DHL Global Forwarding
06.2024 - Current
- Led daily operations for 10-member collections team, managing dispute resolution and O2C workflows to enhance service for enterprise logistics accounts.
- Monitor aging reports and drive strategic collection initiatives to ensure timely recovery of outstanding receivables and optimize cash flow.
- Took ownership of high-level escalations, investigating complex billing discrepancies and collaborating with internal stakeholders to implement corrective actions for improved accuracy.
- Ensured adherence to operational SLAs and compliance standards, delivering daily performance and aging management reports to senior leadership for informed decision-making.
Collections Subject Matter Expert
Tata Consultancy Services
03.2016 - 01.2023
- Executed end-to-end collections strategies for a high-value client portfolio, maximizing cash recovery and consistently reducing Days Sales Outstanding (DSO).
- Acted as the primary escalation point for complex dispute triage, negotiating financial variances and expediting resolutions for institutional accounts.
- Performed aging analysis and account reconciliations, identifying root causes for delayed payments to reduce bad debt exposure across the premium portfolio.
- Streamlined dispute tracking workflows through cross-functional coordination, reducing resolution turnaround times and ensuring SLA compliance.
Senior Customer Support Executive
Amaze Software Pvt Ltd
01.2012 - 01.2016
- Managed high-volume customer interactions via inbound and outbound calls, achieving 90% First Call Resolution (FCR) and to enhance customer satisfaction.
- Resolved customer issues for software users through phone, email, and chat support.
- Guided customers on product features, setup steps, and account access.
- Logged service requests in CRM and tracked follow-up communication.
Education
Bachelor of Science - Physics
Loyola College
Chennai 08.2008 - 04.2011
Don Bosco
Chennai 10-2026
Skills
- Collections strategy
- Dispute resolution
- Order-to-cash process
- Aging analysis
- Collections & Accounts Receivable
- Portfolio management
- Team Leadership
Personal Information
Title: Team Leader | Collections | Dispute Management | Order-to-Cash (O2C)
Timeline
Team Leader – Collections & Dispute Management
DHL Global Forwarding
06.2024 - Current
Collections Subject Matter Expert
Tata Consultancy Services
03.2016 - 01.2023
Senior Customer Support Executive
Amaze Software Pvt Ltd
01.2012 - 01.2016
Bachelor of Science - Physics
Loyola College
08.2008 - 04.2011
Don Bosco