Roberto Nin
Charlotte,NC
Summary
A skilled professional with a foundation in customer life cycle management, customer satisfaction, strategic planning, project management, and process enhancement. As a certified Six Sigma Black Belt, I focused on updating and enhancing processes based on data-driven insights and making small, incremental changes as required for continuous and sustainable improvements. Spearheaded initiatives by embracing Agile and DevOps methodologies, conducting routine evaluations, and ensuring continual monitoring to uphold infrastructure reliability and identify additional opportunities.
Overview
32
32
years of professional experience
1
1
Certificate
Work History
Strategic Account Manager
Henry Schein One
04.2022 - 11.2023
- Responsible for overseeing and nurturing 5 of TOP 50 key client relationships, developing strategic plans, and driving revenue growth by aligning company's offerings with unique needs and goals of clients.
- Built credibility and trust to influence client's buying decisions
Partnered with internal resources to present additional value and expertise to clients - Managed $8 mm client portfolio
- Negotiated $3 mm Master Service Agreement
- Generated sales exceeding $625K by Oct 2023, with additional $117K in pipeline to exceed quota
05.2019 - 04.2022
- Took break from professional career to explore personal interests.
Sr. Manager, Product Development
American Express
04.2018 - 04.2019
- Accountable for managing Digital Communication Portfolio, providing support to leaders across Technologies and Business units to ensure successful implementation of Global Servicing Group's Online Chat, Messaging, and AI Road-map.
- Managed large-scale projects and introduced new systems, tools, and processes to achieve challenging objectives
- Identified cost improvement changes and cost savings plans to increase company savings
Customer Success Manager
LivePerson Inc.
07.2013 - 04.2018
- Drive digital strategy capabilities that included Live Chat, InApp Messaging, Web Messaging, IVR deflection thru SMS, Apple Business Chat, Cobrowse, and AI (Bots) development and integration.
- Analyzed customer data to identify trends and develop strategies to improve customer success metrics
Sr. Client Results Manager
Arise Virtual Solutions
07.2011 - 05.2013
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients
- Manage $6 million P&L and owner of relationship between Arise and leading provider of vacation ownership and travel services
- Responsibilities included budget forecasting, volume forecasting, resource scheduling, and contract negotiations.
Financial Advisor
UBS FINANCIAL SERVICES
03.2007 - 04.2011
- Met with clients to discuss assets, expenses, and long-term and short-term investment goals to devise personalized financial plans
- Educated clients on various financial matters and provided professional recommendations on investment opportunities, products, and services based on each clients' individual needs
- Gathered $18.5 mm in new assets and sold over $7 mm in life insurance.
Program Manager
AMERICAN EXPRESS
03.1992 - 02.2007
- Held diverse roles, spanning from Customer Service Representative (CSR) and Team Lead (TL) to Manager, Program Manager, and Vendor Manager.
Education
Master's Certificate in Project Management -
George Washington University, The
Washington, DC06.2010
Bachelor of Science in Professional Management -
Nova Southeastern University
Davie, FL01.2008
Skills
- Project Management
- Data Analytics / MSFT Office
- Workflow Tools
- Problem-Solving
- Communication
- Team Player
Certification
Six Sigma Black Belt (American Express)
Languages
Fluent in Spanish
Timeline
Strategic Account Manager
Henry Schein One
04.2022 - 11.2023
05.2019 - 04.2022
Sr. Manager, Product Development
American Express
04.2018 - 04.2019
Customer Success Manager
LivePerson Inc.
07.2013 - 04.2018
Sr. Client Results Manager
Arise Virtual Solutions
07.2011 - 05.2013
Financial Advisor
UBS FINANCIAL SERVICES
03.2007 - 04.2011
Program Manager
AMERICAN EXPRESS
03.1992 - 02.2007
Master's Certificate in Project Management -
George Washington University, The
Bachelor of Science in Professional Management -
Nova Southeastern University
hiking, camping, cooking, traveling, fitness, volunteer
I typically plan a hiking or camping excursion every 9 to 12 weeks, during which you'll find me exploring the Blue Ridge Parkway, trekking the Daniel Boone trail, or camping at Lake Keowee. I've been an active member of the Rotary Club and have enthusiastically participated in various local volunteer activities. One of my most cherished hobbies is cooking, and I honed my culinary skills under the guidance of Chef Jean Pierre in Fort Lauderdale. This not only allowed me to enjoy the process but also provided a foundation in basic cooking principles and proper food techniques. Hosting dinner parties has become something I'm known for!
While fitness might not be my top preference, it's noteworthy that I'm athletically inclined, having engaged in various sports like basketball, baseball, tennis, and the latest craze, pickleball. Despite my inclination, achieving over 9,000 steps on a daily basis is a consistent part of my routine.
Similar Profiles
Darren FayDarren Fay
Sr. Director, Revenue Operations at Henry Schein One, Henry Schein IncSr. Director, Revenue Operations at Henry Schein One, Henry Schein Inc
Teri HoerstmannTeri Hoerstmann
Sr. Manager, Customer Experience | Onboarding at Henry Schein OneSr. Manager, Customer Experience | Onboarding at Henry Schein One
LOURDES RUIZLOURDES RUIZ
Tier 2 Technical Support Specialist at Henry Schein OneTier 2 Technical Support Specialist at Henry Schein One
Lavell MaizeLavell Maize
Customer Success Manager at Henry Schein OneCustomer Success Manager at Henry Schein One
Wanda BlaneyWanda Blaney
Housekeeper at Extended Stay AmericaHousekeeper at Extended Stay America