Summary
Overview
Work History
Education
Skills
Software
Timeline
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Niel Casas

Results-Oriented Manager | Client Relationship & Process Improvement

Summary

Restaurant-Focused Leader with Implementation & Client Success Expertise

Highly motivated professional with 8+ years of combined experience in restaurant operations, financial analysis, and client success management. Proven ability to build strong relationships, analyze trends, and implement solutions to optimize growth. Possess a deep understanding of the restaurant industry (financials, operations, marketing) and a passion for exceptional customer service. Bilingual (German & Spanish) with experience navigating complex regulations and data analysis using software like Microsoft Excel, HubSpot, and Zendesk.

Overview

5
5
years of professional experience
5
5
Languages

Work History

Loan Processing Team Manager

BH Processing LLC
06.2019 - 01.2024
  • Client Success & Relationship Management: Increased contract renewals by 15% through strong account management and fostered successful partnerships with 4 businesses at a loan processing company. Proven ability to build trust and act as a trusted advisor for clients.
  • Onboarding & Process Improvement: Managed the onboarding process for new clients at the loan processing company, ensuring a smooth transition. Utilized data analysis to identify areas for improvement and implemented changes that reduced bad loan sales by 5%.
  • Restaurant Industry Knowledge: Possess 2 years of experience in the restaurant industry, understanding restaurant operations and the importance of exceptional customer service.
  • Multilingual Communication & Client Support: Provided exceptional customer service in German to receive documents following data protection laws, demonstrating strong communication and ability to navigate complex regulations.

Part Time Collections Account Representative

IGW Solutions LLC
05.2021 - 01.2024
  • Client Management & Strategic Growth: Managed successful client relationships for 4 businesses simultaneously, fostering trust and increasing contract renewals by 15%. Analyzed business trends to identify high-value partnerships and opportunities for growth.
  • Operational Efficiency & Process Improvement: Led a team of 10 employees, ensuring efficient loan processing while adhering to strict financial regulations. Utilized data analysis to identify areas for improvement, resulting in a 5% reduction in bad loan sales.
  • Technical Expertise & Communication: Possess experience working with secure government and financial documents. Utilized ticket management software (HubSpot & Zendesk) to streamline communication and resolve client inquiries effectively.

Traffic Fines Processor

Avis Budget Group Car Rentals LLC
08.2018 - 05.2019
  • Multilingual Customer Service & Relationship Building: Provided exceptional customer service in German, ensuring clear communication and adherence to data protection laws when receiving documents.
  • Cross-Functional Collaboration & Problem-Solving: Effectively communicated and collaborated with 3 internal departments (likely including sales, legal, and collections) to resolve traffic fine issues.
  • Technical Proficiency & Organization: Utilized Microsoft Excel daily to manage data and potentially generate reports.

Education

Bachelor of Arts - Finance Economics And Political Science

McDaniel College
Baltimore, MD

Skills

Client Success & Relationship Management

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Software

Microsoft Office Suite

Google Suite

HubSpot ticket management

ZenDesk ticket management

Sabre

Timeline

Part Time Collections Account Representative

IGW Solutions LLC
05.2021 - 01.2024

Loan Processing Team Manager

BH Processing LLC
06.2019 - 01.2024

Traffic Fines Processor

Avis Budget Group Car Rentals LLC
08.2018 - 05.2019

Bachelor of Arts - Finance Economics And Political Science

McDaniel College

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Niel CasasResults-Oriented Manager | Client Relationship & Process Improvement