Salvador Mendonca
North Reading,MA
Summary
Accomplished Senior Implementation Specialist with a proven track record at TravelPerk, adept in software implementation and cross-functional team coordination. Excelled in managing high-value client accounts and leading successful project rollouts, demonstrating exceptional project management and leadership skills.
Overview
9
9
years of professional experience
Work History
Senior Implementation Specialist
TravelPerk
Boston, MA
04.2024 - Current
- Manage client accounts valued between $500K - $1.5M.
- Conduct consultative discussions to assess and understand customer requirements.
- Leverage TravelPerk expertise to provide data-driven best practices.
- Develop detailed project plans to ensure timely rollouts.
- Ensure clients are fully prepared to utilize the TravelPerk platform post-implementation.
- Oversee 8-12 simultaneous implementations.
SMB Implementation Specialist
TravelPerk
Boston, MA
06.2022 - 03.2024
- Managed client accounts ranging from $50K - $499K.
- Conducted consultative conversations to understand client needs and offer best practices.
- Led admin and traveler training sessions to promote platform adoption.
- Provided technical support for integrations and configuration.
- Analyzed completed implementations to refine internal processes.
- Successfully managed 14-18 implementations concurrently.
Information Center Team Leader (New Hires)
Digital Federal Credit Union (DCU)
Chelmsford, MA
05.2021 - 06.2022
- Supervised a team of 8-12 remote agents.
- Provided coaching and performance evaluations, including 30/60/90-day and annual reviews.
- Conducted bi-monthly coaching sessions to enhance team performance.
- Monitored service excellence, phone statistics, and sales results.
- Developed performance improvement plans and facilitated necessary follow-ups.
Customer Service Supervisor
ezCater
Boston, MA
09.2019 - 04.2020
- Managed a team of 12-15 customer service representatives.
- Conducted bi-weekly 1:1 meetings and monthly team meetings.
- Collaborated with the Quality Management Team to uphold service standards.
- Assisted with hiring, training, and department-wide initiatives.
- Developed performance improvement plans for underperforming employees.
Customer Service Representative
ezCater
Boston, MA
08.2018 - 09.2019
- Delivered high-quality customer support via phone, text, and email.
- Maintained a quality assurance score above 90% post-training.
- Provided cross-functional support by training in other departments.
- Consistently ranked among top-tier representatives.
Customer Care Associate Manager: Fundraising Department
Custom Ink
Fairfax, VA
08.2016 - 05.2018
- Successfully transitioned the customer care team from Boston to Fairfax.
- Led a team of 12-15 in-office and remote employees.
- Managed scheduling to meet service level targets.
- Analyzed team data to identify trends and improve performance.
- Completed Custom Ink’s internal leadership program.
- Established a team in Custom Ink’s Reno, NV location.
- Developed and coached a team lead within the customer care department.
- Handled escalated customer interactions to ensure satisfaction.
Education
Bachelor of Arts - Communications
Framingham State University
Framingham, MASkills
- Project scheduling
- Software implementation
- Project management
- Requirements gathering
- Implementation management
- Cross-functional team coordination
- Customization and configuration
Timeline
Senior Implementation Specialist
TravelPerk
04.2024 - Current
SMB Implementation Specialist
TravelPerk
06.2022 - 03.2024
Information Center Team Leader (New Hires)
Digital Federal Credit Union (DCU)
05.2021 - 06.2022
Customer Service Supervisor
ezCater
09.2019 - 04.2020
Customer Service Representative
ezCater
08.2018 - 09.2019
Customer Care Associate Manager: Fundraising Department
Custom Ink
08.2016 - 05.2018
Bachelor of Arts - Communications
Framingham State University
Similar Profiles
Edmundo Alexander Soriano FlamencoEdmundo Alexander Soriano Flamenco
Customer Service Advisor at TravelperkCustomer Service Advisor at Travelperk
ALEJANDRO MARCO LOPEZ MORANDALEJANDRO MARCO LOPEZ MORAND
Account Manager at TravelPerkAccount Manager at TravelPerk
Sergio MeertensSergio Meertens
Sales developer at TravelPerkSales developer at TravelPerk