Reighlene Chino
Rio Rancho,NM
Summary
Operational leader with experience overseeing customer-facing processes that directly impact billing accuracy, collections, and financial reporting. Known for strengthening cross-functional controls, improving system alignment, and building repeatable processes that support accurate invoicing, reduce customer risk, and enable confident decision-making in complex operating environments.
Overview
15
15
years of professional experience
Work History
Operations & Client Engagement Leader
NOVENTUM
Albuquerque, New Mexico
07.2024 - 01.2025
- Directed operational execution across multiple concurrent client engagements, ensuring adherence to scope, timelines, and delivery commitments.
- Established standardized workflows, documentation, and reporting cadences to improve predictability and reduce execution risk.
- Served as the central coordination point between clients, consultants, and leadership, resolving misalignment and operational bottlenecks.
- Designed internal dashboards and reporting frameworks to surface risks, dependencies, and performance trends for leadership decision-making.
- Identified workflow inefficiencies and implemented process improvements that reduced rework and improved delivery clarity.
- Maintained strict data governance and confidentiality standards for sensitive client and financial information.
Director, Customer Experience & Operations
SambaSafety
Albuquerque, New Mexico
11.2017 - 01.2024
- Oversaw billing accuracy and revenue protection for ~15,000 customer accounts, influencing ~54% of total company revenue, including 500+ high-value enterprise accounts.
- Led cross-functional revenue coordination across Finance, Billing (AR/AP), Sales, IT, Operations, and Customer Success, ensuring accurate invoicing and timely collections.
- Designed and implemented weekly account audits, monthly reconciliations, and quarterly spot checks, aligning Salesforce, Zuora, and NetSuite data to improve billing accuracy.
- Stabilized high-risk accounts following prior multi-million-dollar revenue losses, reducing customer defaults by ~15% and limiting churn to a single $74K account.
- Led a 6-month billing simplification and systems optimization initiative, improving data capture at account creation and standardizing complex parent-child and partnership billing structures.
- Reduced billing-related support cases by ~20% and internal rework by ~30% through improved transparency, documentation, and cross-team communication.
- Partnered with Finance on internal audits reviewing invoices, account balances, contract changes, and billing accuracy, eliminating recurring invoice routing and charge errors.
- Built and maintained revenue and account health reporting used by Finance, Accounting, and Executive Leadership, supporting forecasting, budgeting, and board-level discussions.
- Created SOPs, workflows, and training documentation adopted across Sales, Customer Support, Finance, and Accounting, reducing escalations and improving audit readiness.
- Oversaw departmental budgeting, forecasting, compensation planning, and vendor management.
- Led change management initiatives for new tools, billing workflows, and organizational structures, ensuring adoption and accountability.
Early Career- Financial Operations
The Cash Store
Albuquerque, New Mexico
12.2009 - 03.2011
- Managed daily cash operations, collections, loan issuance, and regional financial reporting in a regulated consumer finance environment.
- Ensured cash accuracy, compliance with internal controls, and adherence to reporting requirements.
Education
BBA - Business Management
New Mexico State University
Las Cruces, NM08-2025
Skills
- Data Quality, Reconciliation & Operational Reporting
- Issue Resolution in Complex Billing Environments
- Change Management & Systems Optimization
- KPI / OKR Design & Performance Monitoring
- CRM, Billing & Financial Systems (Salesforce, Zuora, NetSuite)
- Revenue-Adjacent Operations & Billing Accuracy
- Operational Controls, Audit Support & Risk Awareness
- Cross-Functional Stakeholder Coordination
- Process Architecture, SOPs & Documentation
Affiliations
Building Better Boards with People of Color (2023)
Timeline
Operations & Client Engagement Leader
NOVENTUM
07.2024 - 01.2025
Director, Customer Experience & Operations
SambaSafety
11.2017 - 01.2024
Early Career- Financial Operations
The Cash Store
12.2009 - 03.2011
BBA - Business Management
New Mexico State University