ELSY R. RODRIGUEZ
La Puente,CA
Summary
Dynamic Professional Services Manager with extensive experience at Ensora Health, driving successful SaaS onboarding and project management. Known for driving team success through industry and process changes by fostering adaptability and maintaining alignment with business goals. Proven leader in cross-functional collaboration and process improvement, fostering high-performing remote teams and enhancing customer satisfaction. Skilled in Salesforce and committed to delivering exceptional customer experiences and operational excellence in a fully remote environment.
Overview
15
15
years of professional experience
Work History
Professional Services Manager SMB
Ensora Health
04.2023 - Current
- Leading and managing the delivery of customer onboarding projects, ensuring on-time and within-budget completion through the strategic coordination of a cross-functional team, including Implementation Technical Specialists and Subject Matter Experts.
- Spearheading project execution by aligning with company values, optimizing resources, and driving customer satisfaction.
- Championing continuous improvement initiatives to enhance service delivery and leverage tools that foster customer success.
- Collaborated with other department leaders to develop integrated strategies for improving company performance.
Lead Implementation Project Manager
Ensora Health
04.2022 - 03.2023
- Managed and led high-level implementation projects, overseeing all aspects of project execution from initiation to delivery.
- Led a small team of Implementation Project Managers, providing guidance, mentorship, and fostering a collaborative environment to ensure the successful completion of projects.
- Strategically coordinated resources, timelines, and budgets to ensure seamless project delivery while implementing process improvements to drive efficiency and optimize outcomes.
- Effectively balanced competing priorities, mitigated risks, and ensured alignment with stakeholders throughout the project lifecycle.
Senior Implementation Project Manager
Ensora Health
01.2021 - 03.2022
- Led the successful transition of new and existing clients to advanced software solutions, ensuring smooth implementation and adoption.
- Provided strategic support to customers, guiding them through the entire onboarding process and offering expert assistance with software configuration.
- Delivered comprehensive remote training sessions to both administrative and clinical teams, emphasizing the importance of excellent customer service and efficient software utilization.
- Acted as the primary point of contact for clients throughout the implementation phase and beyond, fostering strong relationships and ensuring ongoing satisfaction and support post-project.
Customer Experience and Implementation Manager
Ensora Health
11.2018 - 01.2021
- Led the end-to-end implementation management process, ensuring the timely and successful delivery of projects while overseeing daily front-end operations of the customer service department.
- Managed team workload and resource utilization, providing training, mentorship, and performance coaching to both customer service agents and implementation specialists.
- Spearheaded the development and tracking of key performance metrics, consistently monitoring daily and monthly results to drive operational excellence and align with company goals.
- Fostered a customer-centric culture, prioritizing exceptional service delivery and driving successful project outcomes.
Implementation Specialist
Ensora Health
07.2016 - 11.2018
- Managed multiple high-value client projects, focusing on the seamless implementation and transition to tailored software solutions that met the unique needs of each client organization.
- Expertly handled and deescalated client concerns, resulting in improved customer satisfaction and long-term relationships.
- Developed and presented key performance metrics to the executive team, providing insights into project progress and client success.
- Created and implemented company-wide protocols and led webinars, sharing best practices and driving consistent, high-quality service across the organization.
Support Coordinator
Ensora Health
07.2013 - 06.2016
- Acted as the primary point of contact for customer complaints, promptly addressing and resolving critical issues via email or phone, ensuring timely resolutions by end of day.
- Conducted in-depth research and regularly updated company manuals, while creating comprehensive documentation for software releases.
- Collaborated closely with the finance department to manage billing, payments, and payroll processes.
- Maintained rigorous auditing procedures and tracked financial budgets, producing detailed and accurate monetary reports to support decision-making and operational efficiency.
Administrative Assistant
Ensora Health
08.2010 - 06.2013
- Coordinated and managed daily administrative operations, including scheduling meetings, overseeing phone systems, and tracking both new and existing client information.
- Supported the marketing team in organizing and executing trade shows, maintaining detailed spreadsheets for budgeting and inventory management.
- Collaborated with the HR department to facilitate the hiring and training of new staff, ensuring smooth onboarding and integration into the company.
Education
Bachelor of Arts - Business Administration
University of Phoenix
Pasadena, CA01.2013
Associate of Arts - Liberal Arts
Citrus College
Azusa, CA01.2008
Skills
- Bilingual English/Spanish
- Team Leadership
- Project Management
- SaaS Onboarding
- Metrics Reporting
- Customer Service
- Cross-Functional collaboration
- Process Improvement
- Business Administration
- Team Building
- MS Office/MS Outlook
- Salesforce
Timeline
Professional Services Manager SMB
Ensora Health
04.2023 - Current
Lead Implementation Project Manager
Ensora Health
04.2022 - 03.2023
Senior Implementation Project Manager
Ensora Health
01.2021 - 03.2022
Customer Experience and Implementation Manager
Ensora Health
11.2018 - 01.2021
Implementation Specialist
Ensora Health
07.2016 - 11.2018
Support Coordinator
Ensora Health
07.2013 - 06.2016
Administrative Assistant
Ensora Health
08.2010 - 06.2013
Bachelor of Arts - Business Administration
University of Phoenix
Associate of Arts - Liberal Arts
Citrus College
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