Customer Satisfaction Specialist

Romeo Nava

CUSTOMER SUCCESS MANAGER

Profile

An experienced professional with a strong background in business development and strategic account management, particularly in the technology and service sectors. In my roles as an Executive Relationship Manager and Sr. Client Success Manager at ADP, I have successfully managed commercial relationships across the LATAM, US, and Canada regions, focusing on contract negotiations, performance reviews, client satisfaction and stakeholder engagement.

Employment History

EXECUTIVE RELATIONSHIP MANAGER at ADP, Deerfield, IL

July 2022 — CURRENT

●Manage the day-to-day commercial relationships with assigned local payroll partners across LATAM, US, and Canada, focusing on building strong relationships with senior client stakeholders

●Conduct yearly contract reviews and negotiations, ensuring business continuity while identifying potential new partners

●Utilize performance metrics and data analysis to conduct monthly reviews, benchmarking against established SLAs, and developed comprehensive client business plans

●Coordinate product sales and implementation efforts, ensuring alignment with internal teams and client expectations

●Engage in complex deal structuring and negotiation efforts to protect existing business and win new logo deals

SR CLIENT SUCCESS MANAGER at ADP, Deerfield, IL

July 2020 — June 2022

●Managed the complete client journey for 15 global accounts, generating a combined annual income of $35MM

●Focused on contract negotiations, implementation coordination, and ongoing key account management

●Developed strategic account plans to identify penetration opportunities and lead generation, while conducting quarterly business reviews with clients to highlight successes and address areas for improvement

●Achieved a 30% increase in Net Promoter Scores through effective communication and issue resolution, ensuring clients were delighted with solutions and services

●Achieved a 99% contract renewal for all assigned clients during my time in the position

SITE OPERATIONS/PROJECT MANAGER at H&M North America Customer Service Center, Chicago, IL

January 2013 — June 2020

●Led a 2.5-year construction and relocation project for the North America Customer Service Center in Chicago, managing budgeting, timelines, and stakeholder meetings

●Developed and implemented a new employee performance matrix to enhance engagement and reduce turnover

●Conducted data analysis to identify trends and improve recruiting strategies, playing a key role in H&M's international expansion and overseeing recruitment and training for new stores in LATAM

Education

BACHELOR OF SCIENCE - BUSINESS MANAGEMENT, AMERICAN INTERCONTINENTAL UNIVERSITY

SIX SIGMA GREEN BELT CERTIFIED,

SIX SIGMA SOCIETY

PMP CERTIFICATION,

GOOGLE CAREER CERTIFICATIONS

pmp

Details

Chicago, 502-***-****

****.*****.*@*****.***

Skills

Customer Success

Sales

Customer Account Management

Negotiation Skills

Business Development

Languages

Spanish

English

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