Fernan Moo

• Oversaw daily operations and service delivery for a portfolio of approximately 10 U.S.-based law firms, coordinating 25–30 team members across Mexico, Colombia, Peru, Guatemala, Kenya, and the Philippines.
• Monitored operational KPIs, SLAs, customer satisfaction (CSAT), productivity, and attendance to identify performance gaps and support continuous improvement.
• Served as a key point of conta

• Provided multichannel customer support for Brooklinen, a U.S.-based home goods and e-commerce brand, handling live chat, phone calls, email inquiries, and support tickets.
• Used Shopify and Salesforce to review customer information, order details, shipping updates, and support cases.
• Investigated and resolved order-related issues, including product inquiries, delivery concerns, and account-re

• Coordinated operational performance across 13 supervisors and approximately 190 agents supporting a high-volume U.S. customer service account, overseeing productivity, quality, attendance, and service delivery.
• Led performance improvement initiatives for an underperforming team, helping increase Quality Assurance (QA) scores from approximately 45% to 76% in the first month and reaching 95% wit

• Provided chat-based support for a U.S. healthcare services account, assisting patients with appointments, prescription-related inquiries, account information, and administrative service requests.
• Handled sensitive patient information while following established privacy, security, and operational procedures.
• Managed multiple written inquiries, maintained accurate case documentation, and follo

• Supported U.S. healthcare and Medicare customers in English and Spanish.
• Assisted customers with account, appointment, prescription, and service-related inquiries.
• Handled PHI and PII in accordance with established privacy and identity-verification procedures.
• Managed multiple customer interactions while maintaining accuracy and professional communication.

• Provided HR and administrative support for Nestlé Mexico, coordinating recruitment, employee onboarding, and internal administrative processes.
• Assisted with candidate screening, interview scheduling, and recruitment activities across the southeastern region of Mexico.
• Coordinated business travel, calendars, meetings, and logistical arrangements for employees and internal teams.
• Maintained

• Supported recruitment, interviews, onboarding, employee documentation, and internal communications.
• Managed confidential employee records and administrative processes.
• Coordinated meetings, calendars, travel arrangements, and business logistics.
• Provided administrative support across HR and internal stakeholders.