Gonzalo Fernandez

Key Responsibilities:

• Understands and demonstrates company's core values and leadership principles.
• Responsible for managing and developing 5-8 direct reports to provide over-all direction and guidance, coordination, evaluation and performance management for 120 to 150 customer service associates.
• Setting performance expectations, improving operational processes, monitoring performance metrics, ensuring compliance and managing daily operations.
• Attends regular weekly business reviews with Operations Managers and works with other department leaders to create strategic plans aligned with company objectives.

Major Achievements:

• Managed 500 to 600 New Hires in fixed-term status resulting to 85% endorsement to production
• Consistently achieved over-all score of 90% for Leadership Behavior Index (Survey).
• Able to contain and communicate changes effectively across all Team Managers within the cluster resulting to low negative impact in over-all customer experience
• Facilitated up-skilling sessions to improve over-all call handling quality for Search and Rescue associates resulting to increase in quality scores vs network goal
• Conducted loop interviews for acting and permanent Team Manager roles ensuring high standard of hiring is achieved
• Mentored 5 high potential individuals enrolled in leadership career program resulting to promotions for Acting TM role.
• Participated in team manager onboarding sessions focusing on work group specific metric.

People Management Responsibilities:

• Leading and developing team of 20-30 associates; responsible for overall performance management, coordination and evaluation of team.
• Develop and achieve performance goals and objectives in line with network wide vision and goals.
• Carrying out supervisory responsibilities in accordance with Amazon’s policies and procedures; additional responsibilities include interviewing, training, planning and delegation, reviewing employee performance, and conflict resolution.
• Mentoring to new managers and as well as employees with high growth potential.
• Communicating policies to associates as primary source of information.
• Ensure compliance and consistency; corrective action and documentation.

Business/Operations Management Responsibilities:

• Management of SLAs (Service Level Agreements), quality, and customer experience.
• Trouble shoot issues relating to process affecting SLAs compliance.
• Responsible for quality and productivity of assigned team.
• Developing and achieving performance goals and objectives.
• Identifying customer issues, building and implementing solutions to include process improvements.
• Drive process improvement and continuous improvement culture through ‘Kaizen’ and Lean projects.
• Identifying and eliminating barriers to accuracy, productivity, and quality.

Major Achievements:

• Able to lead team to perform beyond its expectation through constant coaching, root cause analysis, actionable strategies and follow-through, driving commitment and accountability.
• Able to develop strong foundation within team through trust earning resulting to high morale output and low unplanned shrinkage.
• Participated in hiring process by conducting interviews to validate external candidate's over-all skill and behavior needed for role.
• Promoted to Group Manager last December 2022.

Credit Bureau Disputes (Non-Voice/Back Office)

Key Responsibilities:

• Lead, coach, and mentor team members to foster positive and productive work environment.
• Monitor workflow and performance to ensure team members are meeting goals and objectives.

Major Achievements:

• Evaluated employee performance regularly for professional growth opportunities, accountability measures, and feedback-driven improvement strategies
• Increased staff retention rates with supportive leadership techniques, mentoring programs, and positive work environment initiatives

Key Responsibilities:

• Monitor workflow and performance to ensure team members are meeting goals and objectives.
• Lead, coach, and mentor team members to foster positive and productive work environment.
• Conduct employee performance evaluations, provide constructive feedback for growth and development.
• Develop strong working relationships with associates, fostering a positive work environment.

Acts and functions as Assistant Manager for Operations in preparation for managerial role. Managed and supervised bottom outliers in specific metric for performance improvement.

Outbound call channel. Handled 30 days+ delinquent US mortgage accounts thru proper collection procedure and education. Provides payment options for customers.