Paula Diaz Email and Phone Number

Pivotal leadership position in a start-up environment, responsible for creating and executing overall vision and strategic plan for the client success organization. Served as the client advocate providing an unrivaled sense of dedication to building exceptional experiences and finding or creating solutions. Collaborated with various business stakeholders to ensure solutions aligned cross functionally and with company goals that emphasized tangible achievements.

Led and mentored a high-performing SaaS team to cultivate and maintain robust client relationships. Provided guidance and support to global cross-functional teams to ensure seamless product launches and overall delivery excellence. Accountable for managing the health, stability, and expansion of a client portfolio, with a primary focus on defining and driving project roadmaps, articulating intricate business requirements, and negotiating scope. Acted as the voice of key stakeholders, overseeing the prioritization of workload for new feature implementations and BAU requests. Ensured team alignment with business objectives, maximizing business value through timely fixes and functionality aligned with technical and business goals.

Responsible for ensuring the successful execution of service delivery, driving continuous improvements in productivity, service quality, and customer satisfaction. Prioritizing SLA management to ensure that resources, capabilities, and capacity align with business needs. Manage budgets, identify project risks, and prioritize business requirements. Serve as a liaison between internal and external teams, fostering trusted relationships through clear communication and efficient issue resolution.

Highly visible position responsible for creating and implementing strategy to maintain and improve the volume and profit value within client portfolio. Successful track record to recruit, train and supervise a team of Account Managers and Customer Service Agents responsible for day to day contact, escalated issues, client implementation, SLA reporting/requirements, and Quarterly Business Reviews focused on solution delivery. Foster an environment in which customers enjoy high levels of service and employees are motivated to deliver top performance.

Maintained a management role responsible for end-to-end service delivery. Directed 25+ employees including training and development and performance review. Maintained high standards in customer satisfaction, KPI delivery, and compliance with regulatory guidelines. Act on emerging problems and customer request trends.

Progressed within the company from call center agent to Supervisor within two years. Responsible for the quality and efficiency of customer service levels and meeting and exceeding required KPI’s within the call center. Developed and trained new hire employees. Created up-training programs and certifications for current call center agents. Provided QA session feedback to all agents on a monthly basis to ensure consistent and superior service levels. Delivered monthly one on one sessions with assigned agents, provided semi annual performance reviews as well as day to day feedback and support. Hired team to support the clients goals and coached to meet expectations.