Customer Onboarding & Implementation Specialist

Led SaaS implementation and go-live activities for more than 50 SMB, mid-market, and enterprise PRONTO accounts. Coordinated onboarding, customer communication, stakeholder alignment, and implementation progress across the customer lifecycle.

Proposed and implemented Zendesk workflows using one ticket per client with all stakeholders copied, replacing WhatsApp-based communication and improving implementation visibility. Developed tailored collections strategies that reduced typical payment times from around one month to approximately 10 days, while also supporting renewals, upsells, and direct sales conversations with executives.

Trained 20 new support agents across Colombia and Ecuador on Contífico modules, support processes, and internal workflows. Designed onboarding sessions and learning materials to accelerate ramp-up and strengthen product understanding.

Mentored new agents during their first months in the role, helping improve support quality, response speed, and confidence in handling customer issues.

Delivered ERP technical support to more than 6,000 mid-market and enterprise accounts through email, chat, and phone. Resolved approximately 30 tickets per day while maintaining an estimated 97% closure rate and a 10-minute first-response time.

Administered Zendesk and supported data migrations, SQL database configuration, POS systems, and remote printer troubleshooting. Provided functional and technical support for SaaS and ERP users.

Served as the primary contact for 152 vulnerable families, conducting socioeconomic assessments to prioritize aid and coordinate outreach. Led a team of five youth volunteers and monitored family-outreach KPIs.

Designed and built a 20-PC computer lab, including cabling, network mapping, and equipment installation. The lab enabled 20 children to attend virtual classes.

Resolved hardware and software issues for approximately 30 users across five departments. Provided day-to-day IT infrastructure support to maintain operational continuity.

Administered Informix databases supporting sales and billing operations. Built a Java tool that emailed five sales representatives weekly overdue-account and renewal-call lists, replacing manual report preparation.

Led requirements gathering and systems analysis for approximately three client projects, including a project for a state-owned company. Collaborated with stakeholders to document business needs and solution requirements.

Built and debugged applications using Java, .NET, and JavaScript. Documented processes and data models to support maintainability, knowledge transfer, and team handover.