Yesenia Perez
Norwalk,CT
Summary
Motivated Implementation Manager experienced in managing client onboarding projects and optimizing client retention strategies. Delivered timely project completions and high customer satisfaction through strong problem-solving skills and attention to detail. Committed to contributing integrity and loyalty to organizational success.
Overview
8
8
years of professional experience
Work History
Implementation Manager
Restaurant365
Remote
05.2022 - 06.2026
- Led end-to-end client implementations for a portfolio of white-label HR, benefits, compliance, and restaurant operations solutions, managing multiple concurrent onboarding projects while ensuring milestones, timelines, and deliverables were completed on schedule.
- Configured and implemented client-specific solutions across Career Plug, APS Benefits Administration, Mineral, ExpanShare, and Restaurant365, including accounts setup, vendor mapping, and system customization to meet each client's operational requirements.
- Guided clients through full implementation lifecycle, ensuring smooth transitions from project kickoff and discovery to go-live, handoff to Customer Success, and ongoing support.
- Served as the primary point of contact throughout implementation projects, providing proactive communication, project status updates, stakeholder management, and issue resolution.
- Identified implementation risks early, resolved customer concerns, and de-escalated issues to maintain project timelines and client satisfaction.
- Managed competing priorities across multiple client implementations, maintaining exceptional attention to detail and delivering a high-quality customer experience.
- Monitored implementation success metrics and collaborated with internal teams to recommend process improvements that enhanced implementation efficiency and customer experience.
- Delivered virtual training for administrators, accountants, managers, and end users, enabling successful platform adoption and long-term self-sufficiency.
Client Success Specialist
Oracle
Remote
06.2021 - 05.2022
- Assisted sales team with complex order quoting and processing, supporting internal approvals and collections efforts while leading renewal sales cycle from proposal stage through contract execution in coordination with field sales.
- Facilitated online quoting and purchase order acceptance while collaborating with clients and partners to strengthen long-term partnerships and secure contract renewals with Oracle.
- Fostered strong client relationships to enhance satisfaction and retention.
- Collaborated with cross-functional teams to resolve client issues efficiently.
- Analyzed customer feedback to inform product improvements and service enhancements.
- Fostered strong client relationships to enhance satisfaction and retention.
- Collaborated with cross-functional teams to resolve client issues efficiently.
- Analyzed customer feedback to inform product improvements and service enhancements.
- Fostered strong client relationships to enhance satisfaction and retention.
- Collaborated with cross-functional teams to resolve client issues efficiently.
- Analyzed customer feedback to inform product improvements and service enhancements.
- Fostered strong client relationships to enhance satisfaction and retention.
- Collaborated with cross-functional teams to resolve client issues efficiently.
- Analyzed customer feedback to inform product improvements and service enhancements.
- Fostered strong client relationships to enhance satisfaction and retention.
- Collaborated with cross-functional teams to resolve client issues efficiently.
- Analyzed customer feedback to inform product improvements and service enhancements.
- Fostered strong client relationships to enhance satisfaction and retention.
- Collaborated with cross-functional teams to resolve client issues efficiently.
- Analyzed customer feedback to inform product improvements and service enhancements.
- Fostered strong client relationships to enhance satisfaction and retention.
- Collaborated with cross-functional teams to resolve client issues efficiently.
- Analyzed customer feedback to inform product improvements and service enhancements.
- Fostered strong client relationships to enhance satisfaction and retention.
- Collaborated with cross-functional teams to resolve client issues efficiently.
- Analyzed customer feedback to inform product improvements and service enhancements.
- Fostered strong client relationships to enhance satisfaction and retention.
- Collaborated with cross-functional teams to resolve client issues efficiently.
- Analyzed customer feedback to inform product improvements and service enhancements.
- Fostered strong client relationships to enhance satisfaction and retention.
- Collaborated with cross-functional teams to resolve client issues efficiently.
- Analyzed customer feedback to inform product improvements and service enhancements.
- Fostered strong client relationships to enhance satisfaction and retention.
- Collaborated with cross-functional teams to resolve client issues efficiently.
- Analyzed customer feedback to inform product improvements and service enhancements.
Senior Client Support Specialist
Oracle
Remote
06.2018 - 05.2020
- Served as customer and partner liaison for SaaS service renewals, addressing inquiries and processing orders. Responsible for ensuring customers' questions are answered and system information is accurate to ensure timely subscription renewals. Facilitated online quoting and purchase order acceptance to streamline renewal process. Worked with all sizes clients and partners to develop a long-term partnership and ensure they remain successful by realizing the full value of their investment. Ensured timely contract renewals for clients with Oracle, promoting continued partnership. Identify product expansion/up-sell opportunities. Communicated information throughout the CSM team through defined channels. Achieved/exceeded quarterly renewal targets. Maximized renewal revenue. Drove on-time or early renewals. Accurately forecasted quarterly renewal revenue.
- Led client onboarding processes, ensuring seamless integration of Oracle solutions.
- Resolved complex technical issues, enhancing customer satisfaction and retention rates.
- Developed training materials for clients, improving product utilization and user experience.
Skills
- Customer Account Management
- Customer Retention Strategies
- Upselling Products and Services
- Agreement Compliance
- Research and problem-solving
- Resourceful initiative
- Efficient and Detail-Oriented
- Multitasking and Prioritization
- Professional under pressure
- Bilingual (Conversational Spanish)
- Client Engagement
- Customer Data Confidentiality
Timeline
Implementation Manager
Restaurant365
05.2022 - 06.2026
Client Success Specialist
Oracle
06.2021 - 05.2022
Senior Client Support Specialist
Oracle
06.2018 - 05.2020