Juan Ignacio Romero

Experience

• 

  Arvato Systems

  Apr 2013 - Sept 2016

  • Onboard and train new hires on various topics, including frequent flyer programs, award reservations, and call management, while managing new hire payroll to enhance integration speed and overall efficiency.• Address customer escalations with the Bluelink main office, enhancing communication between the head office and the Flying Blue campaign, and improving overall efficiency with faster response times, updates, and resolutions • Provide customer support via phone and email for award booking reservations, program inquiries, and escalated cases across the Americas. Offer B2B assistance to airports and ticket offices to resolve challenges with open cases or reservations.• Conduct fraud prevention research, handle ticket escalations, and deliver weekly reports, ensuring high-quality resolutions and B2B support for airports and ticket offices.

  • BlueLink Corporate Trainer

    Mar 2016 - Sept 2016

  • Customer Service Representative

    Apr 2013 - Mar 2016
• 

  Epicor Software

  Sept 2016 - now

  • Lead comprehensive credit and collections strategies to sustain financial health and cash flow ranging from $12 to $18 million USD per month for the Distribution division.• Develop and enforce KPIs to assess and improve business unit performance, managing a team of seven across the U.S. and Mexico.• Forecast monthly cash flow targets for the business unit, factoring in disputed, escalated, and litigated balances.• Conduct monthly meetings with cross-functional directors (Sales, Legal, Professional Services, and Support) to resolve disputes, reduce aging balances, and enhance customer satisfaction.• Manage the integration of new and existing customers across the Americas into procurement software systems, overseeing electronic invoicing and the submission of POs to AP for software subscription payments.• Develop and implement an Excel-based tool for tracking, categorizing, and reporting bad debt expenses on a quarterly and annual basis, improving reporting accuracy and providing enhanced data insights to financial teams.• Audit internal and external account transactions, sales orders, and contracts to ensure GAAP compliance and address discrepancies with operational and support teams.• Create and maintain multiple Excel-based reports to reconcile accounts, track AR and cash flow, and monitor UAC and expenses. Show less • Collaborated with cross-functional teams (Sales, Legal, Professional Services, and Support) to address and resolve delinquent accounts and disputes, preventing financial losses across multiple revenue streams.• Managed and resolved disputes for high-profile accounts in the Distribution division, maintaining disputed balances under $1M and resolving $1.5M–$2M in claims monthly, significantly improving cash flow.• Led regular meetings between financial teams to improve communication on open disputes, and played a key role in developing and implementing enhanced processes for the Collections department, which increased dispute resolution rates and operational efficiency.• Created and maintained detailed Excel reports, including reconciling transaction histories, ensuring accurate financial records, data analysis, and metric trackers, to resolve customer concerns and provide actionable insights to upper management. Show less • Managed a portfolio of 1,000+ customer accounts in the Distribution division, consistently exceeding collection goals by 10% on average and resolving past-due balances to maintain healthy cash flow.• Collaborated with sales and service teams to resolve disputes, process credit memos, and expedite credit processing for valid claims.• Reviewed customer delinquency, credit limits, and account statuses, ensuring timely order releases to maximize sales.• Performed A/R reporting, account reconciliations, refund requests, and electronic invoicing, while identifying and mitigating high-risk exposures. Show less

  • Financial Services Manager

    Dec 2020 - now

  • Dispute Coordinador

    Feb 2018 - Dec 2020

  • Credit and Collections Specialist

    Sept 2016 - Feb 2018