AFAndrea Fernandez
@andreafernandez
Customer Success Manager with 30 years of leadership experience.
United StatesWhat I'm looking for
With over 30 years of experience in customer service leadership, I have a proven track record of managing teams, resolving escalations, and developing onboarding programs. My passion lies in creating environments where both clients and employees feel valued and supported. In my previous role, I successfully managed a team of 15–30 client success advisors, overseeing their training and performance management. One of my proudest achievements was designing a 60-day certification program that significantly improved team performance and customer satisfaction.
I thrive in high-pressure situations, serving as the point of contact for escalated customer issues while collaborating with cross-functional teams to monitor service trends and implement improvements. My technical proficiency in Salesforce and Microsoft Office Suite, along with various CRM platforms, enables me to drive operational efficiency. I am committed to a people-first approach, leading with empathy and a solution-focused mindset to deliver exceptional service.
Experience
Work history, roles, and key accomplishments
Client Success Manager
CreditAssociates
Apr 2022 - May 2025 (3 years 1 month)
Led 15–30 advisors in a fast-paced call center, overseeing Welcome Calls and ongoing support for clients enrolled in a debt settlement program. Partnered with the training team to implement a 60-day certification program for new hires; once launched, co-managed the program alongside my team lead to ensure effective onboarding, development, and long-term advisor success.
Vice President, Client Service Operations
Our Serviceworks
Jan 2020 - Apr 2022 (2 years 3 months)
Oversaw Client Service and Customer Service departments, managing operations, performance, and service delivery. Evaluated department financial data and presented insights to senior leadership.
Director, Client Service
Our Serviceworks
Jan 2017 - Jan 2020 (3 years)
Acted as primary liaison between clients and department management, ensuring clear communication and resolution of concerns. Strengthened client retention and satisfaction by driving service excellence and account performance.
Senior Call Center Manager
Our Serviceworks
Jan 2014 - Jan 2017 (3 years)
Managed daily operations of a high-volume call center team, setting and monitoring performance targets. Recruited, trained, and developed team members to grow into leadership roles.
Administrative Manager
Our Serviceworks
Jan 1993 - Jan 2014 (21 years)
Served as a central point of contact between clients and internal teams. Provided executive-level administrative support to company leadership, including the President and Vice President.
Education
Degrees, certifications, and relevant coursework
Andrea hasn't added their education
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Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
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