Open to opportunities

Lucia Fernandes

@lafernandes

Message

Global-minded professional with extensive experience in team leadership.

United Kingdom

Message

What I'm looking for

I am looking for a role that values teamwork and offers opportunities for growth and development.

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

Current

Support Supervisor

Current

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.

Team Leadership Customer Support Training Development Zendesk ServiceNow Jira Domo Microsoft Dynamics 365

Current

Operations Support Advisor

Current

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.

Operations Management Volunteer Management Policy Implementation Mentoring Cross Cultural Communication

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.

Leadership Development Operations Support Onboarding Mentoring Strategic Planning

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.

Instructing Mentoring Inclusive Learning Curriculum Development

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.

Operations Management Community Engagement Data Privacy Technology Management

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.