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Ana Diaz

About

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Operations & Client Success Specialist
Antioquia, Colombia
Contact Ana regarding: 
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Full-time jobs
Starting at USD15k/month

Timeline

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Résumé

Jobs verified_user 0% verified
  • T
    Customer Success & Onboarding Project Manager
    Traceair
    Jul 2025 - Oct 2025 (4 months)
    As a Customer Success & Onboarding Project Manager, I coordinated 8-30 concurrent onboarding and production projects weekly, ensuring smooth transitions from kickoff to first production flight. I acted as the central liaison between Sales, Operations, Customer Success, GIS, and Product teams to maintain alignment and delivery efficiency. My responsibilities included monitoring project milestones, managing SLAs, and escalating blockers to ensure a 70% on-time delivery rate across 50+ projects within three months. I improved visibility and operational reporting using Airtable and Asana dashboards, while also leveraging my experience with structured project management tools similar to Notion to manage client onboarding workflows and internal p
  • Neostella
    Software Implementation Specialist Team Lead
    Neostella
    Feb 2023 - Mar 2025 (2 years 2 months)
    As a Software Implementation Specialist Team Lead, I led a team of 19 in delivering over 98 SaaS implementation projects, achieving a platform adoption rate of over 90%. I increased team efficiency by 20% through optimized resource allocation and process improvements, while also delivering 30+ client training programs that successfully onboarded more than 500 end users. My role involved automating workflows for U.S. law firms, which reduced administrative workload by 30%. I integrated Filevine, LeadDocket, and QuickBooks through APIs (REST, RPC) and WebSockets to ensure seamless data synchronization. Additionally, I documented and explained integration flows and best practices to both technical and non-technical stakeholders.

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  • I
    Help Desk Specialist
    Isco Industries, Inc.
    Aug 2021 - Feb 2023 (1 year 7 months)
    Managed 15+ support tickets daily, maintaining 80% CSAT while reducing resolution time by 70%. Improved internal knowledge base and proactive maintenance, increasing system uptime by 15%. Partnered with cross-department teams to enhance workflow efficiency and end-user experience.
  • Genius Sports
    Implementation & Customer Onboarding Officer
    Genius Sports
    Feb 2019 - Aug 2021 (2 years 7 months)
    Managed onboarding for 40+ sports federations, ensuring seamless integration with live-streaming platforms. Configured and maintained streaming implementations (pull, push, and hybrid modes) with API integrations. Utilized SQL, JSON, and Postman for data validation, troubleshooting, and automation. Streamlined workflows, improving team productivity by 30%, and reduced live event interruptions by 60%. Coordinated with 30+ third-party vendors to ensure technical compatibility and reliable delivery.
Education verified_user 0% verified
  • Universidad Sergio Arboleda
    Law (Incomplete)
    Universidad Sergio Arboleda
    Jan 2019 - Jan 2021 (2 years 1 month)
    8 semesters completed