Dayana Salgado
Palmdale
Summary
Results-driven Implementation Specialist Lead with expertise in customer onboarding and project management. Skilled in CRM systems and communication, ensuring seamless onboarding processes that enhance customer satisfaction.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Implementation Specialist Lead
FirstMile
06.2020 - Current
- Managed the customer onboarding process from start to finish, overseeing system setups, documentation, and audits to ensure a seamless customer experience.
- Collaborated with customers to understand their business objectives, acting as a liaison between internal teams (Sales, Customer Support, etc.) to translate their needs into sustainable solutions.
- Communicated regularly with customers, providing progress updates, and escalating complex, unresolved issues to management as necessary.
- Proactively identified and mitigated risks throughout the onboarding process, fostering an environment that promotes continuous improvement and reduces customer pain points.
- Utilized relevant project management tools and methodologies to standardize workflow tasks and improve overall efficiency.
- Equipped customers with the knowledge and tools to make informed decisions regarding their onboarding process.
- Developed and maintained strong relationships with key stakeholders throughout the onboarding process and beyond, ensuring a smooth hand-off to the Customer Success team.
Customer Service rep
FirstMile
06.2018 - 12.2018
- Assist customers in the e-commerce technology industry with software-related inquiries and issues.
- Resolve customer complaints and provide timely solutions.
- Collaborate with the product development team to communicate customer feedback and contribute to product improvements.
- Conduct regular check-ins and provide proactive support to ensure client satisfaction.
- Build and maintain strong relationships with clients.
Document control specialist
Bocchi Laboratories
01.2015 - 12.2017
- Implemented and maintained a systematic documentation process, ensuring best efficient storage and retrieval of critical production data.
- Accurately scanned and digitized paper-based production records, facilitating data accessibility and analysis.
- Assisted lab technicians in managing samples for future product development, showcasing exposure to scientific data collection and handling.
Education
High School Diploma -
Hart High School
CASkills
- MS Office expert
- Project management
- Customer onboarding
- Documentation management
- Client training
- Ticketing systems
- Customer relationship management
Certification
- IAC Air Cargo Security
- Indirect Air Carrier Change 6A Training
- Initial 49CFR/IATA Dangerous Goods Training
Timeline
Implementation Specialist Lead
FirstMile
06.2020 - Current
Customer Service rep
FirstMile
06.2018 - 12.2018
Document control specialist
Bocchi Laboratories
01.2015 - 12.2017
High School Diploma -
Hart High School
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