Experienced Implementation and Customer Support Specialist with nearly 10 years supporting U.S.-based clients in telecommunications and cloud-based SaaS/UCaaS environments. I currently serve as an Onboarding Specialist at Dialpad, leading customer onboarding, system setup, and, when required, optional integrations.
Previously, I held a similar role at RingCentral, where I expanded my responsibilities to include mentoring new hires and serving as an Escalations Officer, handling high-priority technical issues and coordinating cross-functional solutions with engineering, sales, and operations teams. My early career included supporting U.S. clients at AT&T U-verse and Verizon, troubleshooting voice, network, and account-related issues.
Proven expertise in VoIP troubleshooting, call quality resolution, number porting, account setup, system configuration, and onboarding workflows, combined with strong problem-solving skills. Skilled at balancing multiple priorities, collaborating cross-functionally, and delivering high-quality support that drives adoption and customer satisfaction.
Hands-on experience with Salesforce and Zendesk for ticketing, case management, and workflow coordination, ensuring accuracy and timely resolution. Known for clear communication, translating technical concepts for customers and internal stakeholders.
Key Strengths:
Customer Onboarding & Implementation (Dialpad, RingCentral)
Optional System Integrations
Technical Support (VoIP / UCaaS)
Escalation Management (RingCentral)
Mentoring & Team Development (RingCentral)
Problem Solving & Troubleshooting
Cross-Functional Collaboration
Customer Communication & Issue Resolution
Salesforce & Zendesk Proficiency
Passionate about helping customers succeed, I combine technical expertise, process knowledge, and people skills to drive adoption, support integrations, resolve complex issues, and deliver exceptional customer experiences.
