JuanCarlos Fernandez

Bilingual Customer Success and Business Development professional with 15+ years leading client relationship management, account growth, and service delivery for major brands across Telecommunications, Banking, Retail, and Airlines in Latin America.

Native

Spanish speaker with direct, hands-on experience managing relationships for Spanish-speaking and multi-country accounts (Argentina, Chile, Peru), including Claro Argentina, Banco Galicia, and Banco Supervielle. Track record of driving sales performance, improving client satisfaction (CSAT), and leading large cross-functional teams (up to 400+ staff) to consistently meet and exceed targets. Certified in COPC, ISO 9001, and Lean Six Sigma.

Looking to bring this bilingual client-management expertise to organizations in Ontario serving Hispanic and Latin American markets.

Training, Quality & Process (T&Q) Site Manager at Majorel / Teleperformance (2021-09 – 2025-01)

Led the Training, Quality, and Process department for all Peru operations, overseeing 10+ managers and a team of 140+ analysts and trainers supporting multiple client accounts.

• Acted as primary liaison between operations and client stakeholders, delivering performance reports and data-driven recommendations that directly informed account decisions.
• Designed and maintained the company's operations management model in line with COPC best practices, improving consistency of client-facing service quality.
• Partnered with senior leadership to identify process gaps and implement continuous improvement initiatives that strengthened client retention.

Independent Consultant — Client Operations & Quality Management at Self-Employed (2019-01 – Present)

• IMPULSA A365: Led ISO 9001:2015 certification process and advised on operational improvements across Training, Quality, and Workforce Management.
• Cooperativa de Servicios El Tumi: Designed and delivered a sales skills and client service training program for 100+ front-line employees, improving customer-facing performance.
• Business Intelligence Outsourcing (BIO): Led end-to-end launch of a face-to-face sales service for IZIPAY, covering recruitment, training, sales validation, and commercial strategy — directly responsible for driving new client acquisition.
• J&B Creaciones y Diseños / Refugios & Artículos de Exploración: Designed and implemented Quality, Health & Safety management systems, ensuring regulatory compliance and stronger customer satisfaction outcomes.
• QOMIR S.A.: Managed budget, execution, and profitability for a photovoltaic water-pumping installation project.

Quality Assurance Manager / Operations Manager at Xerox – Conduent (Market Line Peru SAC) (2013-06 – 2018-11)

Managed client relationships and service delivery for multi-country Spanish-speaking accounts, including Claro Argentina, Banco Galicia, and Banco Supervielle (200+ agents) and Chilean market accounts (100+ agents).

• Led a 50-person QA team and designed the company's ISO 9001-certified Quality Management System, improving consistency of client deliverables.
• Spearheaded the launch of a new 400+ agent outbound sales platform for Entel Peru, including full logistics, staffing, and back-office coordination — directly contributing to new business growth.
• Presented performance results and strategic account updates to General Management and client stakeholders, strengthening long-term client trust.

Operations Manager at Allus Spain – Global BPO Center (2009-10 – 2013-05)

Managed client relationships and service delivery for major accounts including LAN Airlines and Movistar across customer service, sales, and after-sales platforms.

• Led teams of 400+ customer-facing representatives plus back-office and support staff.
• Consistently met and exceeded client SLA targets for service level, quality, CSAT, and country-specific sales goals.

Team Leader – Sales & Distribution at J.M.J. S.R.L. (Authorized LAIVE Distributor) (2006-10 – 2009-09)

• Managed product placement and client relationships across all assigned points of sale, including collections coordination.
• Coached a team of sales executives to consistently achieve monthly sales targets.

Bachelor's Degree in Economics (In progress) – Universidad San Martín de Porres (2019)

Studies in Computer Engineering – Pontificia Universidad Católica del Perú (PUCP) (1997 – 1999)