Carlos Fernandez

Carlos Fernandez Silva Program Manager | Program Operations Executive | Microsoft Dynamics & High-Performance Team Leadership | Licensed NLP™ Coach www.linkedin.com/in/carlos-fernandez-silva www.facebook.com/carlos.fernandez- San Jose, San Jose, CR SaaS, CRM, and B2B technology operations expert specializing in revenue-driven program delivery, cross-functional team leadership, and data-driven growth optimization. Core expertise in program management for technology platforms, process automation, and stakeholder alignment across Product, Engineering, and business teams. Core Focus: - Revenue Technology Programs | Product-Engineering Collaboration | Cross-Functional Leadership - B2B Platform Operations | Program Metrics & Analytics | Stakeholder Management Recent Impact: - Orchestrated $12M technology program overhaul, enabling 40% business growth through strategic cross-functional alignment - Built and scaled 40-member technical operations team, achieving 95% satisfaction benchmarks through process innovation - Automated technology workflows reducing manual effort by 70%, directly impacting revenue operations efficiency Work Experience Project Manager Oct 2024 - Mar 2025 Allyis | San Jose, Costa Rica Orchestrated a portfolio of high-impact projects, aligning cross-functional teams to board-level growth objectives and ensuring all initiatives were delivered on time and within budget. Developed and executed program strategies that improved operational efficiency, enabling the business to reinvest savings into product innovation. Built a culture of accountability and continuous improvement, empowering teams to proactively identify risks and implement mitigation plans. Maintained transparent stakeholder communication, fostering trust and alignment on key business outcomes DTP Business Analyst Team Lead Oct 2021 - Oct 2024 Allyis | San Jose, Costa Rica Advised executive leadership on IT investment strategies, ensuring data- driven decisions that supported scalable growth and digital transformation. Led the design and implementation of advanced analytics solutions using Power BI and SQL, enabling real-time business insights and faster capital decisions. Championed continuous process optimization, resulting in a 20% increase in operational efficiency and enhanced customer value delivery. External Consultant Jan 2022 - May 2023 Smash Costa Rica | San José, San Jose, Costa Rica Provided strategic consulting on Dynamics CRM projects, delivering tailored solutions that improved client retention and operational scalability. Partnered with HR and business leaders to enhance talent acquisition processes, ensuring the organization attracted and retained top-performing teams. Fostered strong stakeholder alignment, driving project impact and scope expansion through clear, value-driven communication Microsoft Dynamics CRM/ERP BC Team Manager Oct 2017 - Feb 2021 Tek Experts | San Jose, Costa Rica Built and scaled a 40-member service operations team from ground up, including recruiting 800+ associates over 2 years and successfully transitioning 1800+ team members from temporary to permanent status while maintaining highest quality standards Designed and launched structured onboarding programs that reduced time-to-productivity by 60% and increased customer satisfaction scores to 95% +, establishing new benchmarks for operational excellence across North American markets Developed cross-functional partnerships with engineering and product teams to implement solution-driven approaches that decreased escalation rates by 40% and enhanced overall service delivery capabilities Chief of Administrative Operations Jun 2014 - Mar 2020 Small Entrepreneur Engineers S.E.E | San José, Costa Rica Designed and led STEM education initiatives, empowering over 500 children to develop creativity and entrepreneurial skills through hands-on learning. Developed scalable operational models that enabled sustainable program growth and community impact, setting a benchmark for educational innovation in the region Account Relationship Manager Mar 2009 - Sep 2012 SYKES Costa Rica | Costa Rica Cultivated strategic partnerships with ATT executives while overseeing quality management systems for customer service operations, driving account growth through improved SLA performance and customer satisfaction metrics Implemented comprehensive process improvements across blended inbound/outbound environments that enhanced customer experience and generated new revenue streams, including development of performance dashboards and monitoring systems Managed associate development programs and operational efficiency initiatives using lean methodologies that resulted in enhanced response times and streamlined customer service delivery Developed comprehensive quality scorecards tracking first call resolution rates, average handle time, and customer satisfaction scores, resulting in 15% improvement in overall service delivery metrics Co-owner and Administrative Manager of Costa Rica workshop Jun 2008 - Sep 2012 Baby Signs, Inc | Costa Rica Designed and scaled STEM-based early childhood workshops, enabling over 500 children to develop foundational engineering and entrepreneurial skills, and establishing a replicable curriculum model adopted by 15+ schools. Built strategic partnerships with local governments to increase program accessibility by 60%, directly expanding community impact and reach. Developed and coached a team of 20 educators, fostering a culture of innovation and achieving great parent outreach. Project Manager Jan 2008 - May 2009 ELMERC Representaciones | San Jose, Costa Rica Led high-security infrastructure projects across Costa Rica, Guatemala, and Nicaragua, delivering on-time and exceeding quality expectations for clients like CCSS. Implemented a real-time risk-tracking system, reducing project delays by 25% and ensuring 100% compliance with safety regulations. Negotiated vendor contracts that improved project profitability by 18%, enabling reinvestment into new client solutions and setting a regional benchmark with the deployment of a $2M biometric access system. Quality Control Manager Aug 2006 - Aug 2007 Outsourcing Administrativo SA CR | Costa Rica Overhauled the Quality Management System, achieving a 30% reduction in service errors and directly improving client retention. Established and scaled a new Quality Assurance department, recruiting and training a 50-member team and improving audit accuracy by 35% through weekly calibration sessions. Introduced early AI-driven sentiment analysis, reducing customer escalations by 22% and enabling proactive service improvements. Operations and Customer Service Manager Jul 2002 - Oct 2005 XELTRON USA, INC | Modesto, California, United States Launched and operated XELTRON’s U.S. business, achieving $480K in first-year sales and doubling revenue in year two through strategic B2B partnerships and a customer-centric support framework. Integrated cross-functional teams to streamline service delivery, reducing response times by 40% and boosting customer satisfaction to 95%. Led technical training for 50+ clients across the U.S. and Canada, increasing product adoption rates by 60% and ensuring sustainable market expansion. Customer Service Manager Sep 1998 - Jun 2002 XELTRON CR | San Jose, Costa Rica Founded and scaled the customer service department, building a 30-person team and implementing a CRM system that improved issue resolution times by 50%. Directed a global technical support team providing 24/7 service across 12 countries, achieving a 98% SLA compliance rate and driving a 35% increase in regional sales through international training initiatives. Redesigned inventory management, improving delivery times by 90% and improving order fulfillment accuracy to 99.8%. Founded and scaled customer service department, implementing quality management protocols that maintained 98% SLA compliance while managing daily customer interactions across multiple communication channels. Technical Support Engineer Jan 1998 - Aug 1998 XELTRON S.A. | San Jose, Costa Rica Maintain a good standard for technical support for English Speaking countries. Receive calls from English Speaking countries and coordinate with Sales Manager for parts, service, etc. Maintain the company's network infrastructure and support computer systems throughout the company. Give out training seminar for United States, Latina America. Customer Service Representative Jan 1995 - Dec 1997 Acer | Heredia, Costa Rica Interact with customers to achieve highest quality of contact and troubleshoot their equipment. Core Skills Bilingual Communications, Design Thinking & STEM Education, Operational Excellence & KPI Optimization, service level agreements, Call Center Operations, Shared Services, strong analytical skills, user experience, team-oriented, Interviewing, agile, growth mindset, organizational skills, ability to multitask, Attention to Detail, detail-oriented, customer focus, motivated, verbal communication Education Capacita.cr Jan 2016 - Dec 2017 Project Management Professional (PMP®) Bootcamp Universidad Latina de Costa Rica Jan 1997 - Dec 2000 Master of Business Administration (M.B.A.) Administration Tecnológico de Costa Rica Bachelor’s Degree Electronics Engineering Languages Spanish (Native or Bilingual), English (Native or Bilingual) Certificates Goal Setting: Objectives and Key Results (OKRs) Strategic Thinking Cybersecurity Foundations ITIL Foundation Level Seminario IA and Data Science Day Jan 1992 - Dec 1997