Summary
Overview
Work History
Education
Skills
Timeline
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Diego Salazar

Chandler,AZ

Summary

Accomplished Implementation Manager with a proven track record at Nextiva, Inc., specializing in client onboarding for UCaaS solutions.

Overview

8
8
years of professional experience

Work History

Implementation Manager

Nextiva, Inc.
05.2021 - Current
  • Oversee the end-to-end onboarding process for new UCaaS clients, ensuring timely and effective deployment.
  • Serve as the primary point of contact for clients during the implementation phase.
  • Coordinate cross-functional teams to deliver project milestones on schedule.
  • Create and maintain comprehensive project documentation, including timelines and milestones.
  • Facilitate regular check-ins with clients to assess progress and address any concerns.

Escalations Manager

Newfold Digital (formerly Endurance Intl Grp)
02.2020 - 04.2021
  • Supervised Tier 2 and Tier 3 support agents, ensuring efficient resolution of complex client issues related to web hosting services.
  • Analyzed ticket trends and customer feedback to identify opportunities for process enhancements and training needs.
  • Reported on team performance metrics, providing insights to senior management for strategic planning.

Support Manager

Newfold Digital (formerly Endurance Intl Grp)
11.2018 - 02.2020
  • Supervised a team of Tier 1 support agents, ensuring high-quality customer service for email and web hosting clients.
  • Monitored and evaluated agent performance against established customer satisfaction (CSAT) scores and key performance metrics.
  • Provided coaching and training to agents to enhance their technical skills and customer service capabilities.

Team Lead

Newfold Digital (formerly Endurance Intl Grp)
05.2017 - 11.2018
  • Provided ongoing feedback and performance assessments to agents, identifying strengths and areas for improvement.
  • Collaborated with supervisors and management to relay insights and recommendations regarding agent performance and training needs.
  • Supported the entire call center floor by offering assistance with escalated calls and complex customer inquiries.

Support Representative

Newfold Digital (formerly Endurance Intl Grp)
01.2017 - 05.2017
  • Provided technical support for clients’ websites and email services, diagnosing and resolving issues promptly and effectively.
  • Maintained a high level of customer satisfaction by consistently achieving or exceeding CSAT scores and other performance metrics.
  • Educated clients on best practices for website and email management to enhance their overall experience.

Education

High School Diploma -

Douglas High School
Douglas, AZ
05-2012

Skills

  • Strong project management skills with experience in UCaaS solutions
  • Ability to manage multiple projects and priorities simultaneously
  • Strong organizational and leadership skills
  • Strong background in customer support
  • Excellent verbal and written communication skills

Timeline

Implementation Manager

Nextiva, Inc.
05.2021 - Current

Escalations Manager

Newfold Digital (formerly Endurance Intl Grp)
02.2020 - 04.2021

Support Manager

Newfold Digital (formerly Endurance Intl Grp)
11.2018 - 02.2020

Team Lead

Newfold Digital (formerly Endurance Intl Grp)
05.2017 - 11.2018

Support Representative

Newfold Digital (formerly Endurance Intl Grp)
01.2017 - 05.2017

High School Diploma -

Douglas High School

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Diego Salazar