Fernando Ayala Nieves

Operations Leader and Master in Management with a Bachelor's in Public Accounting. Expert in applying Lean frameworks to optimize business workflows, drive sales KPIs, and remove operational barriers. Dedicated to fostering high-performance cultures through structured coaching, visual standards, and rigorous compliance tracking.

General Manager (Hybrid) at ClairShine Cleaning (2026-01 – Present)

• Managed P&L, resource allocation, and operational strategy to directly maximize business profitability and service capacity by 60% from February 2026 to end of June 2026.
• Led, scheduled, and coached a field team of 15+ employees, assertively closing performance gaps and driving daily workforce productivity boosting employee retention by 40% in 4 months.
• Drove B2B business development and key account management, expanding market share and boosting client retention across commercial portfolios by 36% in 6 months.
• Deployed Lean-based Standard Operating Procedures (SOPs) and automated CRM/scheduling software to eliminate bottlenecks and reduce waste by 30%, while enforcing strict quality standards.
• Executed competitive pricing models and strict labor cost controls, balancing maximum margin efficiency with premium service delivery.

Financial Services Representative at Bank of Montreal (2025-04 – 2026-05)

• Facilitated financial transactions while applying Lean principles to streamline service delivery and reduce cycle times.
• Drove branch overall profitability by 15% by identifying client needs and resolving service bottlenecks.
• Maintained strict compliance with federal banking regulations through rigorous risk assessment and adherence to standard work procedures.

Activations Team Lead at Marriott Vacation Club (2024-03 – 2024-08)

High-demand seasonal project based

• Led Agile daily stand-ups to align cross-functional objectives, communicate organizational targets, and accelerate conversion rates.
• Mentored staff on systematic problem-solving, resulting in performance improvements of 75% for underperforming members.

Collections Trainer & Supervisor at Firstsource - OneMain Financial (2023-12 – 2024-03)

Project based

• Directed a targeted operational project for staff training and capability development to build high-performing units.
• Managed and mentored a group of 15+ agents utilizing Six Sigma-based root cause analysis to eliminate performance gaps.
• Refined portfolio recovery strategies, delivering a 37% efficiency gain within the designated project timeline.

Customer Service Supervisor at Teleperformance - JPMorgan Chase (2023-06 – 2023-12)

• Guided daily operations for a specialized financial services unit, ensuring team outputs consistently met corporate SLAs.
• Cultivated an operational culture of continuous improvement through Kaizen-based feedback loops, reducing resolution times.
• Managed escalated financial inquiries and high-value disputes with a strict focus on data security and client trust.

Insurance Advisor & Team Lead at Financial Group Inbursa (2021-02 – 2023-06)

• Led a sales and financial advisory team to secure the top organizational ranking for customer satisfaction in 2022 and 2023.
• Developed junior advisors through data-backed portfolio analysis and strategic growth recommendations.
• Facilitated corporate workshops on financial regulations and sales psychology to expand team technical capabilities.

Master's in Management in Specialized in Emerging Tech – University of Niagara Falls Canada (2026)

Bachelor's in Public Accounting in Finance – CNCI (2021)