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Francisco Fernández

@franciscofernndez1

Service Delivery Lead at Accenture for Google Play Apps, launched four product workflows and coached a team of 54.

At Accenture, supporting Google Play Apps, I served as the primary escalation contact for client leadership and external stakeholders. I coached a multilingual team of up to 54 and helped launch four product workflows.

I also worked as a Platform Experience QA Analyst and Content Reviewer at Accenture, auditing quality, improving workflows, and enforcing compliance. Earlier, as Assistant Store Manager at LIDL SUPERMARKETS, I oversaw back-office operations and financial tasks.

Experience

Work history, roles, and key accomplishments

Service Delivery Operations Senior Analyst

Accenture

Aug 2021 - Apr 2026 (4 years 8 months)

Served as primary escalation contact for client leadership and external stakeholders, ensuring smooth resolution of operational blockers. Led and coached a multilingual operational team of up to 54 members, consistently meeting and exceeding SLA and KPI targets.

Service Delivery Operations Management SLA KPI Tracking Team Leadership Coaching Root Cause Analysis Process Improvement GDPR SAF Environments Google Workspace Microsoft Office

Platform Experience QA Analyst

Accenture

Sep 2019 - Aug 2021 (1 year 11 months)

Audited quality samples, tracked operational trends, and flagged quality-related risks to project leadership. Conducted root cause analyses to resolve delivery bottlenecks and implemented structural workflow improvements.

Quality Assurance Audit Root Cause Analysis Process Improvement Coaching Training Process Knowledge Tests

Content Reviewer

Accenture

Nov 2018 - Aug 2019 (9 months)

Evaluated user-generated content in English and Spanish under strict deadlines, enforcing terms, conditions, and updated compliance rules. Tested new procedures and edge cases in product incubation environments for specialized products.

Content Moderation Compliance English Spanish Product Testing

Assistant Store Manager

Lidl Supermarkets

Jan 2016 - Dec 2018 (2 years 11 months)

Oversaw daily back-office operations, staff scheduling, inventory logistics, and customer service delivery. Executed financial management duties, including cash reconciliation, safe management, and stock/wastage reporting.

Operations Management Staff Scheduling Inventory Management Customer Service Financial Management Cash Reconciliation Reporting

Education

Degrees, certifications, and relevant coursework

Coursera

Google Project Management Professional Certificate, Project Management

2024 - 2025

Completed the Google Project Management Professional Certificate, focusing on Agile/Scrum lifecycles, project scoping, stakeholder management, and risk mitigation.