Rodrigo Fernandez
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Head of Customer Operations | Executive MBA | AI enthusiast
Barcelona, Catalonia, Spain
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Head of Customer operationsSemrushMay 2025 - Current (1 year 6 months)Led comprehensive customer support operations within the Retention division, managing cross-functional teams across Customer Support Training, Quality Assurance, Customer Operations, Escalation Management, and Workforce Management.
• Developed and implemented strategic initiatives to improve customer support efficiency and quality of 95% and CSAT of 90% while ensuring adherence to service level agreements.
• Collaborated with Sales, Product Development, and Customer Success teams to ensure strategic alignment and seamless delivery of superior customer experiences, reaching a customer effort score of 80%.
• Collaborate with different stakeholders on the development of AI automation to increase self-service, process automations- Global Customer Experience Manager - Vendor & Workforce ManagementTIER MobilitySep 2022 - Apr 2025 (2 years 8 months)Responsible for managing the customer experience service through external vendors, owner of the overall direction, planning, execution, control, and compilation of different initiatives related to customer experience. Main POC to work with internal and external stakeholders for optimal utilisation of resources and coverage of a worldwide customer care support
• Successfully managed multiple Vendors, providing services in 4 different channels, and 11 languages, with 300 operatives offering services to more than 500 cities
• Collaborate with different partners on the creation of automation to increase the self-service process and reduce human contacts
• Successfully created the WFM department to improve resource planning and fi - Head of Customer SupportTeleperformanceOct 2020 - Sep 2022 (2 years)Responsible to manage several operations of a BPO that includes streaming services, security, and fintech among others, to drive the success of customer and tech support, complying with the expected business KPI: CSAT, NPS, PPH, Critical Risk assessment, AHT, SLA, QoS, FCR, attendance, attrition, Gross Margin, EBITDA and others.
• Successfully managed 4 accounts, 3 Operations managers, 5 LOBs, 6 languages, 4 channels, 300+ front lines to achieve and exceed client Quality of service and bottom lines.
• Successfully launch, and collaborate with the business development and sales team to close new business deals.
• Successfully implemented as PMO lead 2 new key accounts from end to end
• Constant strategies for financial an - Sr Operations ManagerTeleperformanceFeb 2020 - Oct 2020 (9 months)Responsible to manage the operations of a BPO customer service account and cooperate with clients and internal departments, to create and execute strategic plans to drive business-main KPIs: CSAT, AHT, SLA, QR, FCR, Gross Margin, and others.
• Successfully manage a team of 13 supervisors and up to 300 front lines to achieve and exceed client QOS.
• Successfully launch a new campaign of 300 employees during Covid-19.
• Create Improvements and action plans in the main KPI’S, to surpass our client targets, CSAT >90%.
• Constant strategies for financial and operative movements to comply with our bottom lines. Show less - Operations ManagerTELUS International Central AmericaSep 2016 - Sep 2018 (2 years 1 month)Responsible to manage the operations of a BPO customer service account and cooperate with clients and internal departments, to create and execute strategic plans to drive business main KPIs: CSAT, AHT, SL, QR, FCR, EB, EBITDA, and others.
• Successfully manage a team of 7 supervisors and 120 front lines to achieve and exceed client QOS
• Create and present 360 business reviews for our clients, to demonstrate our continues improvements and action plans in all KPI’S
• Increased our account bottom line, by implementing new process and continues actions to reduce gross margin cost, which gave us an EBITDA above 25%
• Developed career plans for future staff positions, helping employees to get promoted.
• Create and execu - Global Manager, Workforce Resource PlanningTELUS InternationalJan 2015 - Sep 2016 (1 year 9 months)Responsible of global team located in 3 different countries experts in forecasting deliverables, site capacity, modeling for new possible clients and possible capacity planning risks, with the objective of administrating our front-line members required to comply with our client’s business necessities in 6 Countries, 15 Sites, 5000 agents and 17,000 operational seats.
- Senior Resource Planning AnalystTELUS International Central AmericaJul 2014 - Jan 2015 (7 months)• Analyze and create forecast
• Calculate the required workforce to handle inbound, outbound and back office workload.
• Analyze and keep track of unproductive time.
• Calculate infrastructure and equipment requirements based on workforce schedules and growth.
• Provide workforce requirements based on KPI's to be used in pricing models.
• Creation and regular update of an internal website that provides global information.
• Validate space and basic equipped need based on peak seating and seat ratio.
• Centralize the global seat capacity for future growth projections Show less - Resource Planning AnalystTELUS International Central AmericaMay 2013 - Jul 2014 (1 year 3 months)• Analyze and create forecast
• Calculate the required workforce to handle inbound, outbound and back office workload.
• Analyze and keep track of unproductive time.
• Calculate infrastructure and equipment requirements based on workforce schedules and growth.
• Provide workforce requirements based on KPI's to be used in pricing models.
• Creation and regular update of an internal website that provides global information.
• Validate space and basic equipped need based on peak seating and seat ratio.
• Centralize the global seat capacity for future growth projections Show less - Real Time AnalystTELUS International Central AmericaJan 2013 - May 2013 (5 months)Responsible of managing attendance, key points indicator and financial reports according to accounts necessities; monitoring of calls and / or emails flow, aux abuse; creation of productivity report and development and automation of new reports.
• Constantly monitor call flow
• Monitor aux states for agents in the production floor.
• Create and deliver reports to keep track and analyze KPI's.
• Keep track of production changes and provide feedback to operations.
• Identify and communicate abnormal behavior and provide feedback in real time. Show less - Traffic ControllerTELUS International Central AmericaAug 2012 - Jan 2013 (6 months)Traffic Controller, Workforce Management
• Supervised call volumes, abandonment rate and agent aux usage in Real time
• Monitored outage
• Responsible of notifying the operation any abuse of auxes or call time - Customer Service RepresentativeTELUS International Central AmericaAug 2011 - Aug 2012 (1 year 1 month)
- Independent RetailerCieAuraJan 2010
Education
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- Universitat de Barcelona — Executive MBAUniversitat de BarcelonaJan 2018 - Dec 2019 (2 years)
- EEscuela Superior Internacional de Negocios (ESI) — Master in logistic, Logistics, Materials, and Supply Chain ManagemenEscuela Superior Internacional de Negocios (ESI)Jan 2013 - Dec 2015 (3 years)
- York University — Bachelor of Business Administration (BBA)York University
- ESI school of management — Major in straregyESI School of Management
- Liceo Salvadoreño — High school diplomaLiceo Salvadoreño
- UUniversidad Centroamericana 'José Simeón Cañas' — Project management diploma, Project ManagementUniversidad Centroamericana 'José Simeón Cañas'Project management processes fall into five groups: Initiating Planning Executing Monitoring and Controlling