Rolando Ortiz
Regional Customer Account Manager
NorthLake,IL
Summary
Action-oriented Multi-Unit Regional Customer Account Operations Manager brings achievements in business problem-solving, personnel management, and profit optimization. Delivers above-benchmark results with tenacious, forward-thinking pursuit of opportunities focusing on collections and customer service. History of success in translating executive mandates into actionable regional policies with great results.
Overview
25
25
years of professional experience
Work History
Regional Customer Account Manager
Progressive Leasing
10.2013 - Current
- Ensure regional operations and logistics are efficient and effective.
- Supervised and coordinated daily activities at 7 locations across NorthEast region of the United States focusing on collections activities and customer service.
- Drove optimum organizational dynamics, financial performance, and individual location growth through close collaboration with leadership at varying levels.
- Responsible for evaluating staff performance and addressing development opportunities.
- Supported each location in achieving financial goals by verifying operational activities and full completion of special projects.
- Monitored a team of 20+ employees focusing on collection practices and customer service.
- Met operational discipline objectives for quality, KPIs, and budgets year after year.
- Conduct field audits and evaluations within assigned region.
- Identified financial strengths and weaknesses by regularly reviewing KPIs and tracking sheets.
Store Manager
Colortyme
06.2003 - 10.2013
- Directed merchandising strategy to achieve memorable product presentation and increase revenue.
- Addressed and resolved escalated customer complaints and worked to restore satisfaction.
- Supervised inventory audits, financial reconciliations, and sales reporting.
- Maintained high store standards in merchandising, security, and visual presentation.
- Directed and supervised employees engaged in sales, inventory taking, reconciling cash receipts and assisted in customer service.
- Directed, coordinated and reviewed daily sales, accounting and record keeping of orders shipped and received.
- Review inventory and sales records on a daily basis to prepare weekly and monthly management and budget reports.
Customer Service Manager
PetsMart
Broadview, IL
10.1999 - 06.2003
- Enhanced customer satisfaction by streamlining support processes and implementing new strategies.
- Increased team productivity by providing ongoing training and support to sales associates.
- Managed a team of sales associates, fostering a positive work environment focused on teamwork and collaboration.
- Improved customer satisfaction through proactive engagement, attentive service, and efficient problem resolution.
- Managed inventory control, ensuring optimal stock levels for in-demand products and reducing excess.
Education
Business
Triton College
River Grove, ILSkills
- Multi-unit management
- Operations Oversight
- Leadership development
- Management Team Building
- Staff Development
- Business Leadership
- Recruitment and Hiring
- Performance Evaluation and Monitoring
Timeline
Regional Customer Account Manager
Progressive Leasing
10.2013 - Current
Store Manager
Colortyme
06.2003 - 10.2013
Customer Service Manager
PetsMart
10.1999 - 06.2003
Business
Triton College
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