Xiomara Roman
Perth Amboy,NJ
Summary
Customer care manager with extensive experience supporting sales and account teams through coordinated project execution, onboarding, documentation, pricing support, and customer communications across fast-paced, multi-site environments.
Overview
21
21
years of professional experience
Work History
Customer Care Manager
Linage Logistics (Aquired by Cognizant 07/2025)
Woodbridge, New Jersey
03.2023 - Current
- Lead customer care operations for Lineage Logistics accounts under Cognizant, ensuring seamless transition and continuity of service after departmental acquisition.
- Manage end-to-end customer onboarding processes for four warehouse locations, including account setup, documentation, compliance, and system integrations.
- Oversee billing and invoicing operations for multiple facilities, ensuring accuracy, timeliness, and resolution of discrepancies in partnership with finance teams.
- Act as the primary liaison between warehouse operations, transportation, and customers to resolve service issues, enhance communication, and improve customer satisfaction.
- Monitor service performance metrics and implement process improvements to drive efficiency, reduce errors, and strengthen client relationships.
- Collaborate with cross-functional teams to streamline workflows, standardize best practices, and maintain high levels of customer service excellence.
- Provide leadership, training, and guidance to customer care representatives, fostering a culture of accountability, accuracy, and continuous improvement.
Receiving Coordinator
Lineage Logistics
Woodbridge, New Jersey
01.2017 - 03.2023
- Scheduled and coordinated inbound appointments for over-the-road and container shipments
- Documented and processed all inbound shipments, ensuring accuracy and compliance with HACCP standards
- Maintained detailed receiving tallies, lot numbers, and inventory records
- Acted as liaison between customers, operations, and management for inbound shipment coordination
- Trained employees on receiving procedures in alignment with customer and management requirements
- Collaborated with inventory teams to investigate discrepancies and resolve work orders
Customer Service Representative
Preferred Freezer
Woodbridge, New Jersey
01.2008 - 01.2017
- Prepared, reviewed, and processed customer orders with a focus on accuracy and turnaround time
- Resolved order discrepancies related to inventory, lots, and documentation prior to release
- Communicated directly with customers to confirm changes, resolve conflicts, and provide real-time updates
- Drafted written correspondence to document findings and relay necessary information
- Researched inventory history and analyzed discrepancies to support customer and operational needs
- Provided general administrative and office support
Shipping Manager
VIRA Insight
Perth Amboy, New Jersey
01.2005 - 01.2008
- Coordinated shipments in collaboration with project managers to meet customer deadlines
- Communicated with vendors and customer service teams to ensure accurate execution of shipments
- Applied working knowledge of shipping regulations and documentation requirements
- Monitored shipment cost, quality, and efficiency
- Created and maintained spreadsheets and shipping documents, including bills of lading and packing lists
- Provided administrative and office suppor
Resolution Specialist
Interval International
Miami, Florida
01.2005 - 01.2008
- Managed escalated customer issues across North America with a focus on one-call resolution
- Handled complex, high-impact customer concerns requiring policy knowledge and discretion
- Clearly explained policies and procedures to members via phone and email
- Assisted customers with website access and technical issues
- Consistently met quality assurance and performance benchmarks
- Earned multiple recognition awards for call quality and customer satisfaction
Skills
- Customer & Account Support
- Cross-Functional Coordination (Operations, Billing, Inventory, Regulatory)
- Project, Order & Workflow Management
- Issue Resolution & Root Cause Analysis
- Pricing, Documentation & Reporting Support
- Inbound & Outbound Customer Communication
- Microsoft Excel & Word
- Data Accuracy, Compliance & Record Management
- Training, Coaching & Team Support
- Time Management, Multitasking & Prioritization
Accomplishments
- Employee of the year- Lineage Logistics 2022
References
References available upon request.
Timeline
Customer Care Manager
Linage Logistics (Aquired by Cognizant 07/2025)
03.2023 - Current
Receiving Coordinator
Lineage Logistics
01.2017 - 03.2023
Customer Service Representative
Preferred Freezer
01.2008 - 01.2017
Shipping Manager
VIRA Insight
01.2005 - 01.2008
Resolution Specialist
Interval International
01.2005 - 01.2008