Roxana Balan

• Managed a portfolio of 200+ active customer accounts across multiple European markets • Achieved 75% collection rate on overdue invoices within 6 months through consistent, strategic email follow-ups • Generated and analyzed weekly aging, dunning, and direct debit reports using SAP (FBL5N, FB03, F110, FD03) and Excel • Created comprehensive process documentation — SOPs, customer preference databases, and step-by-step workflow guides — enabling seamless knowledge transfer to new team members • Optimized collection workflows, reducing processing time by 50% while maintaining quality and accuracy • Presented portfolio performance and escalation updates in cross-functional team meetings Tools: SAP FI/AR | Excel (advanced) | Internal CRM & ticketing systems | Google Workspace

Managed a portfolio of 200+ active customer accounts across multiple European markets. Achieved 75% collection rate on overdue invoices within 6 months through consistent, strategic email follow-ups. Generated and analyzed weekly aging, dunning, and direct debit reports using SAP (FBL5N, FB03, F110, FD03) and Excel. Created comprehensive process documentation — SOPs, customer preference databases, and step-by-step workflow guides — enabling seamless knowledge transfer to new team members. Optimized collection workflows, reducing processing time by 50% while maintaining quality and accuracy. Presented portfolio performance and escalation updates in cross-functional team meetings.

• Provided customer support for a secondary-ticket marketplace via phone and ticketing systems • Assisted customers with profile verification, payment methods, and event-access procedures • Managed high-pressure, time-sensitive interactions during live events, guiding customers through real-time solutions • Educated customers on platform policies and pricing structures across multiple markets Tools: CRM platforms | Ticketing systems | Payment processing tools

Provided customer support for a secondary-ticket marketplace via phone and ticketing systems. Assisted customers with profile verification, payment methods, and event-access procedures. Managed high-pressure, time-sensitive interactions during live events, guiding customers through real-time solutions. Educated customers on platform policies and pricing structures across multiple markets.

• Handled Tier 2 escalations — resolved complex disputes between guests and hosts via live chat, email, and internal ticketing • Processed refunds, claims, fraud cases, and policy-enforcement decisions with attention to detail and fairness • Educated customers on platform policies across multiple channels, maintaining high satisfaction and SLA compliance • Reviewed sensitive content and made policy-violation decisions in a high-volume environment Tools: Proprietary CRM & ticketing systems | Internal knowledge bases | SLA tracking tools

Handled Tier 2 escalations — resolved complex disputes between guests and hosts via live chat, email, and internal ticketing. Processed refunds, claims, fraud cases, and policy-enforcement decisions with attention to detail and fairness. Educated customers on platform policies across multiple channels, maintaining high satisfaction and SLA compliance. Reviewed sensitive content and made policy-violation decisions in a high-volume environment.

• Managed full guest experience end-to-end across high-end restaurants in Paris, London, and Palma de Mallorca • Handled reservations, orders, payments, and mise-en-place in fast-paced, multilingual environments Restaurants: L'Opera Garnier (Paris) | Franco's (London) | Tex-Mex (Palma de Mallorca)

Managed full guest experience end-to-end across high-end restaurants in Paris, London, and Palma de Mallorca. Handled reservations, orders, payments, and mise-en-place in fast-paced, multilingual environments.