Katherine Roman

Managed and optimized critical customer service operations, focusing on order size and delivery efficiency; leveraged data to improve order accuracy and fill rates.
Collaborated with sales, logistics, and eCommerce marketing teams to expedite orders and align service strategies with digital campaigns.
Generated and analyzed monthly reports on key performance indicators, providing data-driven insights and recommendations to improve operations.
Collected and analyzed customer and marketplace data to identify trends and inform product positioning, contributing to cross-functional marketing strategies.
Organized weekly meetings with cross-functional teams to review customer trends, discuss challenges, and develop action plans.
Maintained strong customer relationships through timely communication, effective issue resolution, and proactive support, enhancing brand loyalty.

Managed key customer databases and order input systems, ensuring data integrity and supporting accurate order processing.
Prepared and reviewed detailed orders reflecting pricing, discounts, and promotional programs across multiple retail platforms.
Coordinated with finance and marketing teams to follow up on payment methods and outstanding invoices, accelerating cash flow.
Collaborated with customers and cross-functional teams to identify needs and deliver timely, high-quality service solutions.
Supported implementation of new order management processes and technologies, leading to improved efficiency and adoption.
Leveraged data insights to recommend improvements in customer engagement and digital order management strategies.

• Conducted comprehensive audits of loan and payment documentation to ensure accuracy and compliance, identifying and correcting errors to minimize risk.
• Developed training materials and standard operating procedures that improved consistency and efficiency across customer service and accounts receivable teams.
• Collaborated with cross-functional teams (operations, finance, IT) to streamline workflows and enhance data quality, improving turnaround times by 15%.
• Delivered weekly status reports to senior management with insights on quality metrics and recommendations for process improvements.
• Led continuous improvement initiatives using root-cause analysis to identify and resolve systemic issues, driving enhanced performance and customer satisfaction.

Processed customer payments and posted daily deposits, ensuring accurate reconciliation of accounts to the general ledger.
Managed accounts receivable portfolio, proactively contacting clients to resolve past-due balances and discrepancies, improving cash flow by 20%.
Investigated disputed invoices and collaborated with sales, credit, and customer service teams to adjust accounts and maintain strong client relationships.
Prepared weekly aging reports and presented analysis of receivables trends to management, enabling informed decision-making.
Assisted with credit risk evaluations and maintained meticulous documentation to support financial audits and compliance.