Renata Quezada Alvarez
Summary
Customer-focused SaaS professional with over 8 years of experience in onboarding, implementation, and customer education. Led a team to standardize onboarding delivery, creating structured frameworks that improved client readiness and reduced escalations.
Overview
8
8
years of professional experience
Work History
Onboarding Team Lead
PatientNow
11.2024 - Current
- Developed structured onboarding frameworks to boost client readiness and minimize early-stage escalations
- Identified recurring onboarding gaps and translated them into scalable process improvements
- Led team of 7 implementation specialists to standardize onboarding delivery and enhance client experience
- Partnered cross-functionally with Product, Support, and GTM teams to align onboarding with product updates
Project Manager
PatientNow
05.2024 - 10.2024
- Oversaw multiple concurrent implementation projects from kickoff to go-live, ensuring timely delivery
- Facilitated client system configuration, training, and workflow optimization to enhance user adoption
- Acted as liaison between clients and internal teams to ensure alignment and successful outcomes
- Identified risks and resolved blockers proactively, maintaining project timelines and minimizing disruptions
Software Support & Implementation
RxMarketing
01.2019 - 04.2024
- Educated clients on platform usage, enhancing user adoption and confidence
- Collaborated with internal teams to enhance product usability and elevate client experience
- Simplified complex technical concepts into clear, actionable guidance
- Identified recurring issues and implemented process improvements, minimizing repeat support needs
Client Relations Specialist
RxMarketing
01.2018 - 12.2019
- Acted as a liaison between clients and internal teams to facilitate timely resolution of requests.
- Provided frontline support, troubleshooting issues and guiding users through workflows
- Documented customer trends to support continuous improvement initiatives
Assistant Manager
Vans Outlet
- Trained and mentored new hires to enhance team skills and cohesion
- Managed store operations, ensuring efficient POS transactions, accurate inventory coordination, and effective resolution of customer issues
- Handled customer escalations, achieving high levels of satisfaction through prompt and effective solutions
Hostess
Universal Orlando Resort
- Coordinated seating and flow for high-volume restaurant, optimizing guest experience and minimizing wait times
- Facilitated communication between front-of-house staff and guests, enhancing service quality and satisfaction
- Built rapport with guests and delivered a high-quality customer experience in a fast-paced environment
- Supported daily operations across team of 20+ servers, ensuring efficient service delivery and teamwork
Skills
- Onboarding & Implementation
- Customer training
- Project management
- Cross-functional Collaboration
- Technical Communication
- Workflow optimization
Languages
English
Full Professional
Spanish
Native/ Bilingual
Portuguese
Limited
Timeline
Onboarding Team Lead
PatientNow
11.2024 - Current
Project Manager
PatientNow
05.2024 - 10.2024
Software Support & Implementation
RxMarketing
01.2019 - 04.2024
Client Relations Specialist
RxMarketing
01.2018 - 12.2019
Assistant Manager
Vans Outlet
Hostess
Universal Orlando Resort