Customer Success & Operations Support Specialist | 6+ Years in Client Support, Implementation, Zendesk & Remote Operations

- Lead B2B software implementations and customer onboarding for 30+ client accounts across the Caribbean, including government agencies, insurance providers, real estate companies, educational institutions, and nonprofit organizations.

- Manage 8–10 concurrent implementation projects, coordinating onboarding, system configuration, workflow design, and user adoption from kickoff through go-live.

- Deliver virtual and on-site training sessions for 5–100+ administrators and end users per implementation, ensuring successful platform adoption and long-term customer success.

- Serve as the primary point of contact throughout the implementation lifecycle, resolving technical and operational issues while providing a seamless customer experience.

- Partner closely with Product, Development, Support, and Operations teams to troubleshoot complex issues, prioritize customer needs, and deliver successful implementations.

- Traveled to Curaçao to lead an on-site enterprise implementation, including system configuration, stakeholder training, and go-live support.

- Supported software adoption across 5+ industries by aligning customer business requirements with platform capabilities and implementation best practices.

- Built long-term customer relationships through proactive communication, consistently receiving positive client feedback and maintaining high customer satisfaction throughout the implementation process.

Partner Support Agent:

- Supported print-on-demand production partners, commerce clients, and internal teams by managing partner inquiries, troubleshooting order issues, and ensuring smooth fulfillment operations across a distributed manufacturing network. Assisted with questions related to order status, production workflows, shipping updates, product quality, platform processes, and partner performance.

- Used support tools, internal systems, and order management platforms to document cases, track resolutions, escalate operational issues, and maintain accurate records. Collaborated with production partners, customer support, logistics, and operations teams to resolve delays, quality concerns, and fulfillment exceptions in a timely and professional manner.

Supported daily back-office operations by coordinating driver schedules, routes, and administrative processes.

Prepared weekly operational reports using spreadsheets and reviewed invoices to support accounting processes.

Managed administrative documentation and driver onboarding activities.

Provided bilingual support translating between dentists and 6–7 patients daily, ensuring effective communication during consultations.

Managed appointments, billing, payments, and patient records.

Prepared monthly operational reports and coordinated dental assistant schedules.

Managed 100+ daily customer interactions through phone and email while supporting lead qualification campaigns.

Qualified approximately 15–20 leads per week, scheduled consultations, and maintained CRM records.