JOE ROMANO
Hoffman Estates,IL
Summary
People-first leader with 20+ years building and coaching high-performing Client Success teams. Excel in building relationships, developing talent, setting clear goals, and expectations. Fosters a culture of accountability, recognition, and continuous improvement while promoting cross-collaboration to serve as the voice of the customer.
Overview
28
28
years of professional experience
Work History
Supervisor Vehicle Inventory Manager / Manager Support Services
Wheels
01.2023 - Current
- Supervised a team of 13 - 22 Vehicle Inventory Management Associates and Customer Support Specialists.
- Continuous review of workloads for associates, utilizing internal tools, Salesforce, Tableau, and Omni, ensuring proper workload distribution, associate backup, and departmental staffing needs.
- Conduct regular 1:1 meetings, annual performance evaluations, and mentorship for career advancement. Conduct meetings to outline performance improvement strategies for under-performing associates, while also acknowledging and rewarding positive behaviors.
- I provided thorough on-the-job training and coaching for my Support Services associates. After transitioning to my Supervisor/Manager role, I continued to deliver training and mentorship to several Account Managers. This commitment not only ensured customer success but also exceeded expectations and improved customer retention.
- Continuous evaluation of internal processes and procedures with the goal of enhancing departmental efficiency and better addressing the needs of our clients.
- Wrote the new Time-Off-Backup-Out-of-Office Policy process for the Support Services Department
- Led the implementation of the NEW Time-Off-Backup-Out-of-Office Policy, focusing on departmental continuity.
- Wrote and presented the NEW Support Services Department layout/workflow, currently being implemented
- Developed 6 NEW job descriptions: 3 for the US and 3 for Canada, tailored for the updated roles within the Support Services department, and facilitated job interviews for prospective candidates.
- I developed an updated outline of roles and responsibilities related to the department's workflow, including creating SOPs for new processes. This initiative included the training of nine teams to ensure seamless implementation.
- Served as the department SME on the rewrite of the Client Service Fleetview / Compliance vehicle assignment process.
Senior Account Executive / Manager
Wheels
01.2021 - 01.2023
- Maintain a strong relationship between the client and Wheels while achieving 100% client retention.
- Manage a high-profile and high-activity portfolio of complex fleets.
- Mentored and trained multiple Associate Account Managers and Account Managers in all areas of client services.
- Assisted with the implementation, coaching, and training of Salesforce to the Client Service and VIM teams.
- Managed the monthly late shift schedule for client services.
- Proposed process improvement to correct ongoing issues with the department's backup struggles to Management.
- Introduced and trained the process improvement of how Out of Stock notifies the Account Executives/Managers of a vehicle that requires transport setup when the dealer is unable to move the car to the driver.
- Effectively communicated escalations while representing the client's concerns to op’s FCEs and Management.
- Served as one of 5 Salesforce SME’s during the product introduction period to the team.
- Served as a Salesforce trainer to the client service and Out of Stock teams.
Account Executive / Manager
Wheels
01.2016 - 01.2021
- Responsible for managing the day-to-day activities for a specific portfolio of clients.
- Responsible for building and maintaining relationships between my clients and Wheels while effectively meeting their needs.
- Maintain 100% client retention year after year.
- Served as a liaison between the Client Service team and the Out-of-Stock team.
- Identify client’s vehicle needs, build templates, and place orders during OEM cycle times.
- Collaborate closely with the FCEs to identify and resolve any ongoing challenges the client is facing.
- Suggested process improvements to maintain client profiles that assist in training new AAMs, AMs, and Sr. AMs.
Account Manager
B & G Sales
01.2014 - 01.2015
- Managed headquarters calls to FHC Enterprises, Stein’s, The Bargain Shop Holdings, Goodwill of Central Wisconsin, Blain’s Farm, and Fleet, and an account base of over 150 stores totaling $1,000,000 plus dollars in sales.
National Account Manager /Head of Operations
Holiday Bright Lights
01.2013 - 01.2014
- Managed the three internal office staff, oversaw operations.
- Managed calls to True Value Corp., Do It Best Corp., Ace Hardware Corp., West Lake Ace, Anderson’s, High School Pharmacy, and Jerry’s Hardware, resulting in $1,500,000 of new business and 40 NEW SKUs for True Value.
- International travel to China for product development/quality control, principal photography, and catalog development
- Managed an international team of 5 for product development/quality control, catalog design/photography & redesign.
- Led the product development for new LED lights and battery-operated spheres
- Managed the creative team on the complete packaging development and redesign of the entire LED light line.
- Managed and negotiated ocean freight contracts of 22 containers for 2013, resulting in savings of over $50,000 in fees.
- Managed, researched, and implemented the new pick and pack program, shipping over 400 orders in the fourth quarter.
- Managed the warehouse staff to ensure that all orders were picked and packed during the holiday season.
- Researched and contract-negotiated relationships with new LTL and small package freight for all.
Territory Account Manager
Total Marketing Associates
01.2008 - 01.2013
- Managed a territory of 650+ stores in Wisconsin, Minnesota, & Iowa, 128 new customers in ‘09 -‘10, 262 with increases, 108 new customers in ’10 - ’11, 228 with increases, 133 new customers in ’11 -‘12, 247 with increases.
- Made headquarters calls to Prince Distributors ’08-’12 with a 26% sales increase, ranked second in the company.
- Generated over $34.5 million in sales in ’09, $3.4 million in ‘10, $3.4 million in ’11, and $3.1 million in ’12.
- Manufacturer increases: Anderson’s 125%, Massarelli’s 207%, Atlas Gloves 102%, Holiday Bright Lights 47%, Outdoor Interiors 4%, Yankee Candle 10%, Premier Horticulture Inc. 102%, National Bark 10%.
- ‘10 manufacturers with increases: BIC 21%, Plastec 89%, Ameriscape 27%, Mid-West Cement 26%.
- ‘09 manufacturers with increases: Anderson’s 11%, Atlas Gloves 118%, Luster Leaf 94%, JMB 22%, Michigan Peat 53%.
National Sales Coordinator/National Account Manager
Total Marketing Associates
01.2004 - 01.2008
- Assisted corporate and field sales teams in preparing annual presentations to enhance strategic communication.
- Drove successful sales of over 120,000 Christmas trees through collaboration with Midwest Home Depot stores.
- Developed and launched the Balled and Burlap program across six Midwest states.
- Headquarters presentations to retailers, including Meijers and Walgreens, Dominick’s/Safeway, and Home Depot.
- Home Depot headquarters calls presenting seasonal commodity pricing for bag rock, mulch, soil, and sod programs.
Customer Service Associate / Marketing Coordinator
Total Marketing Associates
01.1998 - 01.2004
- Organized 500+ presentations to Lawn & Garden Co-Ops & distributors and materials for 50+ trade shows a year.
- Coordinated mailings to 30,000+ customers yearly, including the annual company calendar to over 5,000 customers.
- Maintained all specialty databases and MS Excel-generated order forms for Ace Hardware, True Value, and DIB.
- Produced principal photography of manufacturer items for sales and catalog sheets.
- Responsible for Customer Service Support for over 50 manufacturers.
- Received 30-40 inbound calls daily, processed orders, issued credits, and researched delivery statuses.
Education
Criminal Justice, Communications
Oakton Community College
Des Plaines, Illinois01.1996
Skills
- Microsoft Suite
- Salesforce
- Cloud
- Omni
- Scribe
- Team Building, Mentorship
- Relationship Building
- Self-Motivation, Organization
- Leadership, Ownership
- Adaptability, Project Management
- Handling Pressure, Problem Solving
- Honesty, and Integrity
Timeline
Supervisor Vehicle Inventory Manager / Manager Support Services
Wheels
01.2023 - Current
Senior Account Executive / Manager
Wheels
01.2021 - 01.2023
Account Executive / Manager
Wheels
01.2016 - 01.2021
Account Manager
B & G Sales
01.2014 - 01.2015
National Account Manager /Head of Operations
Holiday Bright Lights
01.2013 - 01.2014
Territory Account Manager
Total Marketing Associates
01.2008 - 01.2013
National Sales Coordinator/National Account Manager
Total Marketing Associates
01.2004 - 01.2008
Customer Service Associate / Marketing Coordinator
Total Marketing Associates
01.1998 - 01.2004
Criminal Justice, Communications
Oakton Community College