David Fernando Fernandez

DAVID FERNANDO FERNANDEZ Customer Success & Operations Management | People-Centric Leadership - - linkedin.com/in/dfernandez613 Madrid, Spain Achievements g Led development and Creation of the self-paced learning Academy : Clean SOC2 Type II external audit With the implementation of rigorous compliance measures, ensuring adherence to industry regulations and enhanced monitoring and audit procedures (2023) This reduced incoming support tickets by 20% and enabled 24/7 access to resources, enhancing client autonomy = $35k+ annual cost savings Through vendor reviews and implementation of strategic measures Experience Zoomforth Remote Operations Manager • • • • • • • 03/2022 - 11/2023 Held client workshops, improving platform use and ensuring successful software integration. Audited over 50 client contracts regularly, ensuring legal compliance with SLA's, resulting in substantial cost savings and operational efficiency. Developed the employee lifecycle including, recruiting, hiring, onboarding, payroll, and benefits for over 30 employees. Increased employee engagement through wellness programs, monthly events, and bi-annual 1:1's. Optimized the marketing site's SEO strategy, driving a 15% traffic increase while committing to helpful client content. Improved the firm’s control framework through comprehensive process automation coupled with the enhancement of robust policies. Identified and mitigated risks including reducing key person dependency by 70% through recruitment, and defining and implementation of standard operating procedures. Ministry of Education SDC, Spain Assistant English and Culture Teacher • • • 10/2016 - 05/2022 Increased student engagement by creating tailored executing strategies for diverse learner demographics resulting in improved participation. Implemented teaching strategies for over 200 students ranging from age 3 to age 60 across grade levels and unique abilities. Achievement: Boosted student performance across diverse demographics by 20%, by implementing tailored instructional strategies, while aligning with relevant grade levels and curriculum requirements. Victoria's Secret & Co New York, NY Product Lifecycle Management Admin • • • 07/2013 - 04/2016 Led team through new hires' onboarding, mentoring, and acute process knowledge. Trained staff on SAP and PLM systems. Managed the entire garment lifecycle within the PLM system for thousands of products and 3 collections, working closely with cross-functional partners from concept to the crucial Merchant Buy stage. Collaborated closely with the VP of Design, designers, technical designers, merchants, and product developers to ensure the accurate and timely progression of each product and collection through the PLM system. Thomas Pink New York, NY Supervisor • • • 10/2010 - 06/2013 Orchestrated daily operations of the store, driving excellence in customer service, product knowledge, and adherence to company standards. Motivated and coached employees leading to a 15% sales increase through fostering a high-performance culture dedicated to exceeding customer expectations and achieving business objectives. Planned and executed events for loyal clients, generating a 30% increase in sales through analyzing business trends, customer demographics, and strategic sales tactics. Languages English Native Spanish Native Portuguese Intermediate Skills Client Onboarding Training and Development Team Leadership Recruitment Process Design Process Optimization Process Automation Salesforce Resource Allocation and Budgeting Risk Management Technology Integration Event Strategy and Execution SAP Education City University of New York Bachelor of Arts Communications and Media Valencia College Associate of Arts