Project Manager | SaaS Implementation Specialist

I lead end-to-end delivery for more than 47 enterprise SaaS implementations, from requirements gathering through go-live and platform adoption.

I coordinate engineering, product, business, and client stakeholders across scope, timelines, dependencies, risks, decisions, testing, user enablement, documentation, knowledge transfer, and post-go-live support.

I managed customer support, technical troubleshooting, product demonstrations, and user guidance for an online learning platform.

I reduced inquiry response time by 40% and achieved a 95% first-contact resolution rate through structured troubleshooting and process improvements. I also built and maintained a customer knowledge base and escalated recurring issues to internal stakeholders.

I managed customer onboarding, account support, and post-sale engagement for business customers using an enterprise SaaS platform.

I improved onboarding structure, customer activation, and product understanding while coordinating customer needs and issues with support, product, and technical teams.

I worked as a Customer Support Specialist for Bellabeat.

My role contributed to customer-facing support operations and user assistance.

I worked as a Direct Sales Specialist for British American Tobacco.

My role involved direct customer-facing sales responsibilities.

I worked as a Business English Teacher at HalPet LLC.

I delivered English-language instruction in a business context.

I worked independently as a freelance interpreter and translator.

I provided language interpretation and translation services.

Master's degree focused on English language and literature, translation, and pedagogy.