Ian Fernandez

Operations Manager with over 6 years of experience in the BPO industry, specializing in managing and scaling multichannel operations (voice, chat, back office) across LATAM. Proven track record in greenfield call center launches, KPI ownership, cost reduction, and large-scale team leadership. Additional expertise in adapting and implementing customer service operations for the online gaming and sports betting industry.

Focused on operational efficiency, quality performance, SLA compliance, and direct client management in English and Spanish.

Lead Manager, Customer Service Implementation at SportyBet (2025-08 – 2025-12)

Led the end-to-end implementation of a customer service call center operation in Mexico for one of the fastest-growing sports betting platforms in LATAM.

• Led the end-to-end implementation of a customer service call center operation in Mexico for one of the fastest-growing sports betting platforms in LATAM.
• Adapted and localized SportyBet's Brazil CS model to the Mexican market, including regulatory alignment, tone-of-voice guidelines, escalation flows, and product-specific knowledge bases.
• Built and led a cross-functional development team in Mexico responsible for process design, quality frameworks, and tooling integration from the ground up.
• Defined and implemented the full operational structure: workforce planning, hiring profiles, training curriculum, KPI framework, and governance model tailored to the online gaming vertical.
• Established QA standards and calibration processes aligned with the brand's CX vision, achieving target quality benchmarks within the first 60 days of operation.
• Coordinated with Brazil headquarters to ensure strategic alignment while driving local autonomy and operational readiness in Mexico.
• Partnered with legal, compliance, and product teams to ensure CS operations met Mexican gambling regulation requirements (SEGOB framework).

Regional Operations Manager at Foundever (2022-04 – 2024-11)

End-to-end management of multichannel BPO operations with 1,200+ employees across Mexico, Colombia, and Costa Rica.

• End-to-end management of multichannel BPO operations with 1,200+ employees across Mexico, Colombia, and Costa Rica.
• Launched and stabilized a new BPO account from scratch, including hiring strategy, ramp-up, KPI framework, and operational governance.
• Led a direct leadership structure of 50 supervisors and 5 assistant managers across multiple sites.
• Increased CSAT from 3.0 to 3.9 through customer experience–driven operational strategies.
• Improved QA performance from 90% to 97% via structured bootcamps, calibrations, and continuous improvement initiatives.
• Reduced operational costs through process standardization and cross-country alignment.
• Primary point of contact for international clients, delivering daily and weekly reports and action plans in English.
• Used Salesforce for KPI monitoring, trend analysis, and data-driven operational decisions.

Team Leader at Foundever (2019-03 – 2022-04)

Managed daily operations and KPI delivery for teams of up to 30 agents across voice, chat, and technical support channels.

• Managed daily operations and KPI delivery for teams of up to 30 agents across voice, chat, and technical support channels.
• Supported large-scale hiring, training, and ramp-up initiatives for a new international account.
• Participated in the full operational lifecycle: recruitment, onboarding, performance management, QA alignment, and financial coordination.
• Implemented standardized operating procedures across LATAM sites.
• Partnered with clients on performance reviews and corrective action plans.

Bachelor's Degree in Business Administration – Universidad Tecnológica Latinoamericana en Línea (UTEL)