Summary
Overview
Work History
Education
Skills
Timeline
Generic

ROMAN R GUERRERO

Tucson,AZ

Summary

Motivated and determined by being able to demonstrate the ability to work safely, communicate clearly and make sound decisions. Committed to providing outstanding customer service and meeting or exceeding standards. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Brings positive attitude and commitment to continuous learning and growth. Equipped with strong problem-solving abilities, willingness to learn. Poised to contribute to team success and achieve positive results.

Overview

12
12
years of professional experience

Work History

Freight Conductor

Union Pacific Railroad Co
01.2025 - Current
    • Maintained strict schedules for passengers and cargo.
    • Made public announcements on routes and delays.
    • Negotiated and directed train and rail cars movement.
    • Developed and implemented recruitment plans to maintain full group of performers.
    • Cut, switched and supervised loading and unloading of railcars.
    • Inspected train in motion and stationary to determine proper functionality.
    • Communicated through various methods to conduct train movement.
    • Received information regarding train or rail problems from dispatchers or from electronic monitoring devices.
    • Updated maintenance and repair records and reported on notable incidents and accidents during daily routes.
    • Conferred with engineers regarding train routes, timetables and cargoes and discussed alternative routes in response to rail defects or obstructions.
    • Kept records of contents and destination of each train car and made arrangements to add or remove cars at proper points on routes.
    • Prepared forms, required reports, switch lists and train orders daily.
    • Used strong communication skills to direct multiple musicians in rehearsals and performances.
    • Communicated with train dispatchers to obtain and adjust directions.
    • Checked tickets and passenger information to verify payment, destinations and special considerations.

Financial Account Manager - Collections

Citi
01.2024 - 12.2024
    • Educate clients on state legalities and requirements needed for collections programs.
    • Provide clients assistance and negotiate payment arrangements for past due accounts.
    • Work Debt settlement agencies, power of attorneys and credit consolidation groups on client accounts and negotiate payment options.
    • Negotiate settlement arrangements based on credit evaluations for clients
    • Provide assistance for clients with escalation requests.
    • Assists with resolving supervisor-escalated customer inquiries related to account level information, and provides technical assistance as required. Solves moderately complex problems, time sensitive inquiries, and multi-task in high-volume situations.
    • Identify and escalates issues to appropriate sources.
    • Tracks and reports data for case management action.
    • Supports internal and external customers.
    • Works under general supervision and established procedures.
    • Analyzed accounts for delinquencies and other ongoing issues.
    • Oversaw account services for key regional clients.
    • Created financial dashboards to provide insights into key performance indicators.
    • Reviewed historical records, current operational data and forecasting information to identify and capitalize on system enhancement opportunities.

CCF Fraud Analyst

Comcast
11.2022 - 01.2024
    • Manage multiple channels of support for agents (staff) across the company needing assistance with clients (vendors). Review client (vendor) inquiries (tickets) regarding their account, billing issues, and provide technical support. Work with vendors (clients) to resolve issues regarding stolen devices, lost phones, fraudulent and unauthorized charges, international activity, etc.
    • Investigated and worked with customer accounts requiring thorough research based on customer personal information provided through case work, pertaining to Collections to determine solutions ranging from confirmed fraudulent outcomes to valid collections.
    • Provide support to the Escalations Department assisting vendors having high-end issues with accounts.
    • Provide training, technical support, and consultation to train staff (agents) as requested.
    • Assists vendors and staff, as appropriate in identifying and resolving problems through the use of installed diagnostic and monitoring tools.
    • Manage multiple channels of support for agents across the company needing assistance with clients.
    • Prepare daily, weekly, monthly, and other periodic scheduled jobs (tickets).
    • Schedules and generates production and special reports.
    • Analyzes and resolves operational problems and consults or informs appropriate staff when assistance is required.
    • Assists in troubleshooting applications and computing/communications issues.
    • Perform and complete routine maintenance, production records, activity logs, and other routine documentation.
    • Operates various data center and/or other peripheral equipment.
    • Maintain, perform backups and/or restores following associated off-site storage management procedures.
    • Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
    • Analyzed large amounts of data to find patterns of fraud and anomalies.
    • Performed risk assessments to determine level of fraud risk and prioritize investigations.
    • Collaborated with team members to discuss fraud trends and brainstorm methods to combat this type of crime.
    • Participated in team projects, demonstrating an ability to work collaboratively and effectively.

Mobile Tech Support Tier 2

Comcast
06.2018 - 06.2018
    • Manage multiple channels of support for agents (staff) across the company needing assistance with customers. Review, analyze and resolve customer (client) issues (tickets) related to client account, billing issues, equipment, and provide technical support.
    • Work with clients (customers) to resolve issues regarding stolen/lost equipment (devices), fraudulent and unauthorized account charges, international activity, etc.
    • Provide customer support to the Escalations Department assisting customers having high-end issues with accounts.
    • Provide support and train agents (staff) on customer relations, customer accounts, and issues.
    • Assists technical application, computing, and communications personnel, as appropriate in identifying and resolving problems through the use of installed diagnostic and monitoring tools;
    • Maintain appropriate security and confidentiality of information created or encountered in the performance of assigned duties.
    • My current position has been promoted (reclassed) since I began working with the company. I am self-motivated, always interested in learning more to be able to further assist the company, my colleagues and advance my career.

Mobile Tech Support Tier 1

Comcast
04.2018 - 06.2018
  • Manage multiple channels of support for agents (staff) across the company needing assistance with customers. Review, analyze and resolve customer (client) issues (tickets) related to client account, billing issues, equipment, and provide technical support.
  • Work with clients (customers) to resolve issues regarding stolen/lost equipment (devices), fraudulent and unauthorized account charges, international activity, etc.
  • Provide customer support to the Escalations Department assisting customers having high-end issues with accounts.
  • Provide support and train agents (staff) on customer relations, customer accounts, and issues.
  • Assists technical application, computing, and communications personnel, as appropriate in identifying and resolving problems through the use of installed diagnostic and monitoring tools;
  • Maintain appropriate security and confidentiality of information created or encountered in the performance of assigned duties.
  • My current position has been promoted (reclassed) since I began working with the company. I am self-motivated, always interested in learning more to be able to further assist the company, my colleagues and advance my career.

Customer Service Representative- Tier II Escalations

CoWorx Staffing
12.2016 - 04.2018
    • Inbound/Outbound productivity on call floor with daily goals to meet within quality
    • Speak directly with customers pertaining to customer specific issues
    • Assist customer with Online Account Management and guidance
    • Maintain professional relationship with customers while assisting with account issues and resolutions
    • Provide detailed notations on calls regarding customers issue, steps taken to assist customers, and finding resolution.

Intervention Technician/Behavioral Specialist

T.U.S.D. Mary Meredith K-12
08.2015 - 09.2016
  • Oversaw day-to-day behavioral development of 12-15 students from Kinder through 12th grade
  • Monitored, tracked, and reported children's daily behavior
  • Consulted with students' parents providing students' behavioral progress on weekly basis
  • Maintained reports on classroom incidents and behavioral progress

Recreation Worker

City of Tucson Parks and Recreation
10.2013 - 07.2015
  • Oversaw participants ranging from ages 5-11 years old.
  • Monitored staff and participants during daily activities such as indoor/outdoor games and arts and crafts.
  • Consulted with parents on participant's behavior or any incidents concerning their child.
  • Maintained documents ranging from daily behavior logs, incident reports, weekly planning and meetings.
  • Assisted with and participated in community events such as parades and showcases for participants.
  • Set up and take down of community events, showcases, meetings, etc.
  • Performed housekeeping of the recreation center and surrounding areas.
  • Conducted and coordinated inventory, tracked, outgoing and incoming supplies or materials, returns, exchanges, including effective communication, documentation and disposal procedures when applicable, communicated and resolved inventory needs.
  • Coordinated, loaded and unloaded supplies for programs and events.
  • Completed all required forms, documents, and paperwork accurately and timely, as needed.

Education

High School Diploma -

Tucson High Magnet School
Tucson, AZ
05-2013

Certificate of Technical Studies - Pharmacy

Pima Community College
Tucson, AZ

Skills

  • Equipment troubleshooting
  • Security awareness
  • Help desk support
  • Mobile device management
  • Product troubleshooting
  • Ticket management
  • Strong attention to detail
  • Adaptability
  • Self motivation
  • Quantitative skills
  • Critical thinking

Timeline

Freight Conductor

Union Pacific Railroad Co
01.2025 - Current

Financial Account Manager - Collections

Citi
01.2024 - 12.2024

CCF Fraud Analyst

Comcast
11.2022 - 01.2024

Mobile Tech Support Tier 2

Comcast
06.2018 - 06.2018

Mobile Tech Support Tier 1

Comcast
04.2018 - 06.2018

Customer Service Representative- Tier II Escalations

CoWorx Staffing
12.2016 - 04.2018

Intervention Technician/Behavioral Specialist

T.U.S.D. Mary Meredith K-12
08.2015 - 09.2016

Recreation Worker

City of Tucson Parks and Recreation
10.2013 - 07.2015

High School Diploma -

Tucson High Magnet School

Certificate of Technical Studies - Pharmacy

Pima Community College

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ROMAN R GUERRERO