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Ricardo Diaz
SaaS Implementation Leader
Portland,OR
Summary
Results-driven B2B implementation and technical support specialist recognized for boosting onboarding go-lives by 400%, enhancing customer satisfaction through effective training and onboarding strategies. Expertise in SaaS and cloud-based solutions, with a strong ability to collaborate with cross-functional teams.
Overview
9
9
years of professional experience
Work History
Onboarding Lead - Guest Experience (Global)
Cloudbeds
San Diego, California
01.2025 - Current
- Enhanced onboarding efficiency, resulting in a 400% rise in successful go-live implementations.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Work closely with Twilio technical team to improve processes for A2P SMS and Whatsapp onboarding.
- Collaborated with diverse coworkers to meet goals and resolve issues related to products and services.
- Developed innovative ideas and solutions that improved team performance and achieved project outcomes.
Strategic Onboarding Consultant
Cloudbeds
San Diego, California
10.2024 - 02.2025
- Developed strategies that improved hotel management software usability, leading to better user experiences.
- Evaluated existing systems and processes against industry best practices, resulting in optimized operational efficiency.
- Analyzed customer feedback to identify trends, informing enhancements to service offerings.
- Created documentation for software functionalities and best practices.
Onboarding Whistle Specialist
Cloudbeds
San Diego, CA
05.2022 - 10.2024
- Coordinated client onboarding processes, ensuring seamless transitions into the platform.
- Trained new staff on software tools and company protocols, facilitating quicker onboarding.
- Collaborated with teams to refine customer support processes, improving service delivery.
- Provided technical support for customers in resolving complex issues.
- Managed documentation for operational procedures and system updates consistently.
Implementation Specialist
Whistle Messaging Inc.
Los Angeles, United States
10.2021 - 05.2022
- Onboarded an average of 95+ Whistle customers quarterly.
- Customized and managed deployments to maximize utilization of Whistle Platform
- Led custom product training and deployment to meet organizational goals.
- Collaborated with Development, Customer Success, and Sales to enhance procedures and streamline workflows
- Facilitated monthly webinars to educate users on platform features and benefits
- Whistle is a guest experience SaaS startup intented to enhance messaging interactions with customers.
Resort Services Assistant Manager
Westgate Resorts
Orlando, United States
10.2019 - 05.2022
- Supported department head in managing a team of 60 contact center members to ensure smooth operations.
- Handled VMWare Device management for all Apple iOS devices for the resort.
- Plan and prepare work schedules and keep records of employees' work schedules and time cards.
- Trained new general managers across Westgate properties on HotSOS setup to streamline property management processes.
- Westgate Resorts is an American timeshare resort company. As of July 2021, Westgate Resorts has 29 locations across the United States.
Payroll Support Specialist
ADP Inc.
Maitland, United States
05.2020 - 10.2021
- Assisted ADP Workforce Now Major Accounts (50-1000 employees) with troubleshooting tax and payroll inquiries, ensuring accurate resolution of client concerns.
- Keep informed about changes in tax and deduction laws that apply to the payroll process.
- Investigated payroll variances and employee claims, resolving discrepancies to maintain balanced financial records.
- Automatic Data Processing, Inc. is an American provider of human resources management software and services.
Guest Experience Management Agent
Westgate Resorts
Orlando, United States
03.2019 - 10.2019
- Communicated guest feedback and inquiries via Kipsu (SaaS Guest Experience Messaging) to enhance guest satisfaction.
- Reviewed post-stay surveys generated by Medallia (SaaS Customer Experience) to identify and convert detractor scores into promoter scores.
- Westgate Resorts is an American timeshare resort company. As of July 2021, Westgate Resorts has 29 locations across the United States.
Member Service Specialist
Partners Federal Credit Union
Orlando, United States
11.2017 - 03.2019
- Member Service Specialists answer inbound calls from Members and potential Members who have questions or requests regarding their account(s) or other PFCU products and services.
- Interacted with Members efficiently, providing complete and accurate information to address inquiries and requests.
- Employed consultative sales techniques to cross-sell financial products and services, aligning solutions with Members' financial needs.
- Partners Federal Credit Union is a full-service financial institution. Sponsored by The Walt Disney Company, and with more than 165,000 Members.
Education
Associates Of Science - Language Arts Education
Valencia College
Orlando, Florida04-2018
Skills
- Customer Onboarding
- Employee Engagement
- Project Management
- Customer Communication
- Zendesk
- Salesforce
- Hubspot
- API Implementation
- ERP Implementation Plan
- SAP
- Workflow Automation
- Google Suite
Timeline
Onboarding Lead - Guest Experience (Global)
Cloudbeds
01.2025 - Current
Strategic Onboarding Consultant
Cloudbeds
10.2024 - 02.2025
Onboarding Whistle Specialist
Cloudbeds
05.2022 - 10.2024
Implementation Specialist
Whistle Messaging Inc.
10.2021 - 05.2022
Payroll Support Specialist
ADP Inc.
05.2020 - 10.2021
Resort Services Assistant Manager
Westgate Resorts
10.2019 - 05.2022
Guest Experience Management Agent
Westgate Resorts
03.2019 - 10.2019
Member Service Specialist
Partners Federal Credit Union
11.2017 - 03.2019
Associates Of Science - Language Arts Education
Valencia College