Paola Roman
Vineland
Summary
Results-driven Operations Manager with a focus on optimizing customer experience. Excel at completing tasks with high productivity and efficiency, ensuring smooth operational flow and superior service delivery. Skilled in strategic planning, team leadership, and process improvement. Bring valuable soft skills such as communication, problem-solving, and adaptability to excel in dynamic environments.
Overview
10
10
years of professional experience
2017
2017
years of post-secondary education
1
1
Certification
Work History
Operations Manager, Customer Experience
M&O Freezer and Cold Storage
Vineland
03.2024 - Current
- Managed daily operations of customer service and support teams.
- Developed training materials for new staff on customer interaction protocols.
- Streamlined inventory management processes to enhance order fulfillment efficiency.
- Managed day-to-day operations of the customer service team, including hiring, training and coaching employees.
- Managed customer complaints and resolved complex issues to maintain customer satisfaction.
- Created a positive work environment that fosters team collaboration and a customer-centric culture.
Office Manager
Mainiero Family Chiropractic Center
Vineland
06.2016 - Current
- Managed daily office operations to ensure smooth workflow at chiropractic center.
- Coordinated patient scheduling and maintained appointment calendars efficiently.
- Oversaw medical billing processes and ensured accurate insurance claims submission.
- Managed front desk operations including greeting visitors, answering questions or directing them to appropriate personnel.
- Resolved customer inquiries in a timely manner while maintaining positive relationships with clients.
- Supervised staff members, organized schedules and delegated tasks.
Travel Customer Service Representative
American Express
Vineland
08.2022 - 03.2024
- Assisted customers with account inquiries and service requests.
- Resolved customer complaints through effective communication and problem-solving.
- Educated clients on product features and benefits for informed decisions.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Financial Customer Service Specialist
Bank of America
Vineland
12.2020 - 03.2022
- Assisted customers with account inquiries and transaction requests.
- Resolved customer issues through effective communication and problem-solving skills.
- Processed financial transactions accurately and efficiently using banking software.
- Collaborated with team members to streamline customer service processes.
- Assisted customers with inquiries and resolving financial issues.
- Handled customer complaints in a timely manner, following company procedures.
Language Line Solutions
Spanish Interpreter
Vineland
12.2017 - 12.2020
- Translated legal documents and materials for diverse client needs.
- Facilitated real-time communication between clients and service providers.
- Interpreted verbal conversations between individuals with limited English proficiency.
- Assisted in the interpretation of medical documents, including patient records and discharge summaries.
Education
William Penn Senior High School
York, PASkills
- Customer service
- Inventory management
- Team training
- Conflict resolution
- Problem solving
- Word, Excel, Powerpoint
- Time management
- Leadership skills
- Computer Literacy
- Quick Learner
- Training development
- Complaint resolution
- Attention to detail
- Bilingual
Languages
Spanish
Native/ Bilingual
Certification
- Certified Drug and Alcohol Technician
- Notary Public
- Health Insurance Sales Agent
- Certified Spanish Interpreter
Timeline
Operations Manager, Customer Experience
M&O Freezer and Cold Storage
03.2024 - Current
Travel Customer Service Representative
American Express
08.2022 - 03.2024
Financial Customer Service Specialist
Bank of America
12.2020 - 03.2022
Language Line Solutions
Spanish Interpreter
12.2017 - 12.2020
Office Manager
Mainiero Family Chiropractic Center
06.2016 - Current
William Penn Senior High School