Roberto Roman
Customer Success Lead & Account Manger II
Chicago,IL
Summary
Talented Account Manager skilled in timely issue resolution to maximize customer satisfaction. Builds customer loyalty and generates repeat business. Implements large-scale customer service processes and manages support teams across multiple locations.
Overview
7
7
years of professional experience
Work History
Accounts Payable Coordinator
Echo Global Logistics
Chicago, IL
10.2023 - Current
- Analyzed vendor contracts for accuracy of terms and conditions prior to authorizing payments.
- Provided support during external audits by providing requested information regarding accounts payable items.
- Conducted periodic reviews of vendor files for completeness, accuracy, and up-to-date documentation.
- Monitored cash flow projections and ensured sufficient funds were available when making payments.
- Assisted with month-end closing process by preparing necessary accruals and adjusting entries.
- Reviewed monthly statements from vendors and researched any discrepancies.
- Processed invoices and payments in a timely manner.
- Matched invoices with purchase orders, audited for discrepancies, and coded each according to general ledger standards.
- Applied mathematical skills to calculate totals, check figures, and correct problems with physical and digital files.
- Handled high-volume invoice processing with minimal supervision.
- Matched orders with invoices and recorded required information.
Customer Success Lead/ Account Manager II
Uber Freight
Chicago, IL
07.2018 - 01.2023
- Oversaw key customer relationships to close strategic opportunities.
- Monitored KPIs to assess customer engagement.
- Drove customer escalations to resolution by engaging directly with clients.
- Compiled customer feedback for cross-functional departments to improve product or service features.
- Demonstrated and explained product features and benefits to overcome customer objectives.
- Developed and established new relationships to drive company growth.
- Collaborated with cross-functional teams to establish customer success programs.
- Developed plans and strategies to grow business and achieve company portfolio goals.
- Trained and mentored new team members to promote productivity, accuracy and friendly customer service.
- Designed processes to drive results and identify improvements.
- Coordinated training programs, enabling staff to support company objectives.
- Assigned work and monitored performance of project personnel.
- Analyzed business performance data and forecasted business results for upper management.
Customer Service Representative
Vivid Seats
Chicago, IL
09.2017 - 03.2018
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Answered inbound calls, chats and emails to facilitate customer service.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Consulted with customers to resolve service and billing issues.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Improved customer service wait times to mitigate complaints.
- Made outbound calls to obtain account information.
Education
High School Diploma -
North Grand High School
Chicago06.2015
Some College (No Degree) -
Dominican University
River Forest, ILSkills
- Administration and Reporting
- Employee Development
- Staff Training
- Problem Resolution
- Scheduling and Coordinating
- Training and Development
- Performance Tracking and Evaluation
- Team Leadership
- Employee Coaching and Motivation
- Project Planning
- Teamwork and Collaboration
- Complex Problem Solving
- Account Management
- Decision Making
- MS Office
- Customer Relationship Management
- Shift Scheduling
- Customer Service
- Computer Skills
- Customer Account Management
- Finance
- Data Management
- Payment tracking
- Invoice Processing
Languages
English
Full Professional
Spanish
Professional
Timeline
Accounts Payable Coordinator
Echo Global Logistics
10.2023 - Current
Customer Success Lead/ Account Manager II
Uber Freight
07.2018 - 01.2023
Customer Service Representative
Vivid Seats
09.2017 - 03.2018
High School Diploma -
North Grand High School
Some College (No Degree) -
Dominican University
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