Lucia Fernandes
@lafernandes
Global-minded professional with extensive experience in team leadership.
What I'm looking for
I am a global-minded professional with extensive experience in team leadership, customer support, and training development. My career has been dedicated to managing multicultural teams across Europe and Latin America, where I have built effective onboarding and training programs. I pride myself on my proactive problem-solving abilities and strong interpersonal skills, which have been essential in supporting leaders in complex operational environments.
Currently, I serve as an Operations Support Advisor, overseeing operations for senior volunteers across 19 countries. My role involves providing guidance and mentoring, ensuring smooth coordination between operational managers and field leadership. Additionally, as a Support Supervisor, I lead a multicultural support team, developing structured systems to enhance team effectiveness and user satisfaction. My experience also includes leading volunteer operations in family history research, where I trained and supervised teams to deliver high-quality service.
With an Executive MBA focused on HR and various certifications in leadership and customer service, I am committed to continuous development and fostering inclusive environments. I am passionate about building strong relationships and aligning operational efforts to achieve organizational goals.
Experience
Work history, roles, and key accomplishments
Support Supervisor
FamilySearch Europe
Jan 2023 - Present (2 years 6 months)
Led and mentored a multicultural support team across 10 countries, ensuring consistent service quality and user satisfaction. Developed structured onboarding, reporting, and training systems to enhance team effectiveness.
Operations Support Advisor
LDS Europe North Area
Jan 2024 - Present (1 year 6 months)
Oversaw operations supporting senior volunteers across 19 countries, working closely with local and area leadership. Provided responsive guidance and mentoring to help volunteers navigate policies, systems, and local needs.
Leadership Development & Operations Support
Confidential
Jan 2015 - Dec 2018 (3 years 11 months)
Managed onboarding, mentoring, and welfare support for over 450 team members in a fast-paced, service-focused environment. Facilitated leadership conferences, strategic planning, and continuous development to strengthen team engagement and performance.
Instructor & Trainer
Confidential
Jan 1998 - Dec 2015 (17 years 11 months)
Designed training materials adapted to multilingual audiences, delivering instruction in Portuguese and English. Provided personalised mentoring and support, fostering inclusive learning environments.
FamilySearch Centre Director
FamilySearch
Jan 1998 - Dec 2022 (24 years 11 months)
Led daily operations and coordinated service teams to support users in family history research across multiple countries. Trained and supervised volunteers to deliver consistent, high-quality service and maintain data accuracy.
Education
Degrees, certifications, and relevant coursework
Unknown
Executive MBA, Human Resources
Currently pursuing an Executive MBA with a focus on Human Resources, enhancing strategic leadership and HR management skills.
Unknown
BA in Languages, Languages
Completed a Bachelor of Arts in Languages, specializing in Portuguese and English. Developed strong linguistic and cross-cultural communication skills.
BYU-Pathway
Certificate, Soft, Professional, and University Skills
Obtained a BYU-Pathway Certificate focusing on soft, professional, and university skills. This program enhanced foundational academic and career readiness.
BYU-Idaho
Certificate, Family History Research
Earned a BYU-Idaho Family History Research Certificate. This certification provided specialized knowledge and skills in genealogical research methodologies.
Tech stack
Software and tools used professionally
Availability
Location
Authorized to work in
Social media
Job categories
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