Summary
Overview
Work History
Education
Skills
Timeline
Generic

Kristal Gallardo

West Valley City,UT

Summary

Implementation Manager, excelling in software implementation and data migration. Recognized for optimizing workflows, significantly improving ticket resolution times while fostering strong relationships with clients and stakeholders.

Overview

6
6
years of professional experience

Work History

Implementation Manager

Waterford
10.2022 - Current
  • Primary technical and integration support contact for 138 School Districts year after year; rostering partners using 3rd party apps and custom configurations.
  • Collaborate with internal and external stakeholders to roster student and staff data. Ensuring a seamless transition from purchase order, initial integration, lifespan of contract to renewal.
  • Create and maintain knowledgebase articles and email templates to enhance team performance.
  • Conduct and coordinate meetings remotely to train partners



Tier 2 Technical Support Specialist

Waterford
10.2019 - 10.2022
  • Performed technical troubleshooting, diagnosis, and information gathering to keep software operational.
  • Trained 1junior support staff on best practices and technical procedures.
  • Managed escalations, ensuring timely resolution while maintaining customer satisfaction levels.
  • Optimized workflows within the support team, implementing ticket management best practices to reduce response time significantly.

Education

Associate of Science - Communication Studies

Salt Lake Community College
Salt Lake City, UT
07-2034

Skills

  • Cross-functional team collaboration
  • CRM experience (Salesforce)
  • SaaS and enterprise software
  • Technical support
  • Performance metrics
  • Vendor management
  • Third-party integration
  • Excellent at organization, multitasking, and attention-to-detail

Timeline

Implementation Manager

Waterford
10.2022 - Current

Tier 2 Technical Support Specialist

Waterford
10.2019 - 10.2022

Associate of Science - Communication Studies

Salt Lake Community College

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