Roxana Balan
@roxanabalan
Senior operations and accounts receivable specialist improving collections, documentation, and customer outcomes.
RomaniaWhat I'm looking for
I’m a Multilingual Operations Specialist with 15+ years of experience in accounts receivable, customer support, and process optimization across European markets. I’ve built repeatable systems that improve results and reduce friction for teams working across time zones.
In my recent role as an Account Receivables Specialist at Genpact, I managed a 200+ account portfolio and achieved a 75% collection success rate on overdue invoices within 6 months through strategic email outreach and relationship management. I generated and analyzed weekly aging, dunning, and direct debit reporting using SAP and Excel, then turned insights into measurable workflow improvements.
I also created comprehensive process documentation systems—SOPs, workflows, and knowledge bases—that enabled seamless knowledge transfer. By optimizing AR workflows, I reduced processing time by 50% while maintaining quality and accuracy, and I handled Tier 2 disputes (including complex customer cases at Airbnb) with fairness, attention to detail, and SLA compliance.
Experience
Work history, roles, and key accomplishments
Managed a portfolio of 200+ active customer accounts across European markets and achieved a 75% collection rate on overdue invoices within 6 months. Optimized AR workflows to reduce processing time by 50% while maintaining quality, and created SOPs and step-by-step documentation to enable smooth knowledge transfer.
Client Experience Specialist
Viagogo / StubHub
Jan 2022 - Aug 2023 (1 year 7 months)
Provided customer support for a secondary-ticket marketplace through phone and ticketing systems, handling profile verification, payment methods, and event-access procedures. Resolved time-sensitive issues during live events and educated customers on platform policies and pricing across multiple markets.
Handled Tier 2 escalations by resolving complex guest-host disputes via live chat, email, and internal ticketing while maintaining high satisfaction and SLA compliance. Processed refunds, claims, and fraud cases and made policy-enforcement decisions in a high-volume environment.
Education
Degrees, certifications, and relevant coursework
Technical College of Food Industry, Dumitru Motoc
GED, Food Quality, Technology & Processing
2004 - 2008
Completed a GED program focused on food quality, technology, and processing at the Technical College of Food Industry, Dumitru Motoc in Bucharest.
Tech stack
Software and tools used professionally
Availability
Location
RomaniaAuthorized to work in
Job categories
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