Veronica Rojero
Fort Worth,TX
Summary
Dynamic leader with a strong track record of successfully managing large-scale projects and teams, consistently delivering high-quality solutions that exceed budgetary targets. Collaborative with key stakeholders across various business units, leveraging technical expertise to drive scalable solutions that enhance efficiency, productivity, and profitability. Results-driven professional with extensive experience in customer support operations, dedicated to developing and empowering teams for maximum performance and success.
Overview
36
36
years of professional experience
Work History
Director of Customer Experience
Dorfman Milano Company
06.2022 - 03.2025
- Leading a customer service organization that integrates contact center and order management functions requires a strategic, multifaceted approach to drive exceptional customer experiences, operational excellence, and technological innovation
- Additionally, overseeing a team of Key Account Managers dedicated to Strategic Accounts ensures a strong focus on high-value client relationships and business growth
- Responsible for ERP Implementation of Blue Cherry –CGS Software, 2023-2024 which included leading implementation for New ERP Profiles and setting, Sales Orders functionality, Customer Master data base, Customer Routing Guides, EDI Electronic Data Change complete migration of all trading partners, Allocation of Sales Orders, Reporting
Director of Customer Service & Compliance
Williamson-Dickies Mfg. Co.
01.2021 - 06.2022
- Leading a large customer service organization, including the organization’s contact center and order management functions
- Responsible to ensure customers receive exceptional service focusing on the customer experience, operations excellence, and technology updates to perform
- Responsible for developing leaders and nurture positive company culture focused on customers and employee engagement
- High focus on operation excellence and meeting goals to achieve company strategic objectives
Director of EC Business/Customer Compliance
Williamson-Dickies Mfg. Co.
01.2010 - 01.2021
- Responsible for leading two critical departments: Electronic Data Interchange) and Customer Compliance—within the Customer Experience Organization
- Key responsibilities include hiring, talent development, and establishing company policies and procedures to align with business objectives
- Responsibilities include: Leadership & Strategy: Oversee daily operations, set strategic direction, and ensure seamless collaboration across customers, sales, distribution, supply chain, IT, finance, and credit teams
- Customer & Vendor Engagement: Conduct regular meetings with internal and external stakeholders, including negotiating, reviewing, and signing customer contracts
- Interpret and enforce Customer 'How to Do Business' Guidelines
- Compliance & Risk Management: Support 3P Seller Policy compliance for authorized online sellers, manage Non-Compliance chargebacks (audit, accept, decline, or negotiate), and oversee adherence to customer requirements
- Process & Efficiency Improvements: Evaluate, prioritize, and drive EDI and Compliance-related business projects, both internally and externally
- Develop and refine Standard Operating Procedures (SOPs) to ensure continuous process improvement
- Team Leadership & Development: Inspire, train, and motivate teams, fostering a high-performance culture while meeting budgetary goals
EDI Manager
Williamson-Dickies Mfg. Co.
11.1998 - 12.2009
- Responsible for management and direction of daily operations for the EDI Business Department
- Responsible for personal development, train and motivate my team
- Evaluations, prioritization of Customer Implementation projects
- Direct liaison with Customers, Suppliers, Sales, Planning, Credit, Information Technology, and Distribution, regarding customer electronic requirements
- Development of company EC Business policies and procedures
- Direct responsibility for EC Team implementation and communication of strategic performance measurements
- Represented the company at Industry Standard User Group conferences/meetings
- Responsible to meet budgetary requirements
Customer Service Representative & Deductions Analyst
Williamson-Dickies Mfg. Co.
10.1996 - 10.1998
- Responsible for handling an array of front-facing duties
- Some of these tasks including interacting with customers over the phone and or over email
- Answer incoming customer calls regarding orders, billings, tracking of order, inventory questions, product problems, service questions and general customer concerns
- Responsible for maintaining a high level of professionalism with customers and working to maintain to establish a positive rapport with every caller
- As a deduction analyst, responsible for National Type of Accounts to ensure accounts were paying on time and in full
- Responsible to focus on nonpayment deductions to identify source and resolve for future payments
Assistant Store Manager
Eckerd Drug Store
06.1989 - 10.1996
- Direct day-to-day operations of a store
- Recruit, train, mentor and manage 30-50 employees, ensuring continuous delivery of outstanding customer service
- Provided coaching and accountability to deliver store results and staff performance
- Responsible for store inventory, all vendor interactions and entire store ordering for weekly ad builds
- Developed and implement strategic merchandising plans to achieve revenue objectives and reduce expenditures while ensuring payroll remains within budget
Education
Some College -
Tarrant County Community College
Fort Worth, TX01.1995
Business Diploma -
Trimble Tech High School
Fort Worth, TX05.1991
Skills
- Strategic thinking
- Data-driven decision making
- Innovative mindset
- Customer segmentation
Activities
- Maintain Memberships and Business Relations with Industry Standard organizations, such as GS1US Connect, The Retail Value Chain Federation (RVCF), and Vory’s
- Co-Chair of Community for WOVEN ERG within Dickies
- Creative Director for The Life Church in Fort Worth, TX
Timeline
Director of Customer Experience
Dorfman Milano Company
06.2022 - 03.2025
Director of Customer Service & Compliance
Williamson-Dickies Mfg. Co.
01.2021 - 06.2022
Director of EC Business/Customer Compliance
Williamson-Dickies Mfg. Co.
01.2010 - 01.2021
EDI Manager
Williamson-Dickies Mfg. Co.
11.1998 - 12.2009
Customer Service Representative & Deductions Analyst
Williamson-Dickies Mfg. Co.
10.1996 - 10.1998
Assistant Store Manager
Eckerd Drug Store
06.1989 - 10.1996
Business Diploma -
Trimble Tech High School
Some College -
Tarrant County Community College
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