Rodrigo Luis Fernandez

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Traffic Manager

LetsRockData

Jul 2024 - Dec 2024 (6 months)

Develop and implement email marketing strategies to align with broader business goals. • Email content calendars planning, scheduling, and managing email sends, ensuring campaigns are delivered at optimal times. • Monitor performance metrics to ensure optimal campaign effectiveness, while tracking deliverability. • Conduct A/B testing & optimize campaigns based on performance. • Coordinate efforts with external vendors and agencies. • Ensure email campaigns comply with legal and best practices for deliverability and engagement. Additionally, leveraged advertising skills to enhance campaign visibility and reach, drawing on my experience at LetsRockData where I played a key role in developing and executing email marketing strategies, man

Sr.Customer Experience Specialist

Nielsen

Jul 2015 - Jul 2023 (8 years 1 month)

- Serving Gracenote/Nielsen metadata product as the primary contact for DirecTV, Claro, Telefónica, and Izzi key accounts. - Daily collaboration with internal cross-functional teams to drive the delivery of implementations and ensure the ongoing success of customer accounts. - Onboarding and training, providing guidance and support throughout implementation and customer tools. - Troubleshooting issues on XML and API products, prioritizing and collaborating with the Solutions Architect and TAM. - Strong working knowledge of metadata for VOD and Linear TV products and editorial intricacies. - Linear TV stations list maintenance and its relations with sources all around LATAM and the US. - SLA reports delivery in accordance with customer

Customer Care Analyst

Lenovo

May 2011 - Dec 2012 (1 year 8 months)

- Served as the primary customer contact for factory escalations and corporate clients across Latin America, ensuring effective communication and resolution of issues. - Provided dedicated attention to importers, retailers (Fravega, Garbarino, Compumundo), and end customers, fostering strong relationships and enhancing customer satisfaction. - Managed inquiries across all available product lines, including Corporate (Think) and Consumer (Idea) products such as Desktops, AIO, Workstations, Notebooks, and Accessories. - Conducted compensation analysis and negotiated with customers both over the phone and in person at the company's offices, ensuring fair and satisfactory outcomes. - Collaborated with legal teams to provide support with let

Catalog Analyst

HP

Mar 2007 - May 2009 (2 years 3 months)

As a Catalog Analyst, I provided essential catalog support for LATAM Key accounts, ensuring the smooth execution of sales agreements for PCs, Printers, and Servers across platinum and gold accounts. My responsibilities included the creation and maintenance of buying options, meticulous pricing and exchange rate control, and the management of catalog uploads in the HP Portal. I also ensured that SharePoint was regularly updated and utilized as an information resource to enhance team collaboration. Additionally, I conducted product training and participated in SAP and Excel training sessions to further develop my skills. While messaging apps were not a primary focus of my role, I effectively used tools like Slack and Google for communication,

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Technical Support Specialist

TELETECH Kodak

Oct 2005 - Dec 2007 (2 years 3 months)

Kodak Technical Support • Bilingual operator US Market. • Technical support for the KPM´s (Kodak Picture Maker). • Inbound calls and follow ups.

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L2 Customer Service Representative

Teleperformance Dell

Mar 2004 - Aug 2005 (1 year 6 months)

As an L2 Customer Service Representative (case specialist), I was responsible for critical case analysis, focusing on returns, red flag customers, and managing big orders. My role involved making outbound calls to address customer inquiries and ensure follow-up, contributing to customer satisfaction (Csat) metrics. Additionally, I provided backup support to supervisors, assisting with Csat, average handling time (AHT), and policies and procedures (P&P). Furthermore, I leveraged my experience in sales of electronics and accessories to enhance customer interactions, providing valuable insights that improved overall service delivery and customer engagement.

Rodrigo Luis Fernandez

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