Fernando Duarte's Linkedin Analytics

Accomplished Director of Customer Support with a proven track record of delivering outstanding customer satisfaction, leading high-performing teams, and driving operational efficiencies in fast-paced, high-growth environments. With over 10 years of experience in the industry, demonstrated exceptional skills in developing teams through rapid growth, making data-driven decisions, and effectively communicating with leadership and business teams. In the past 15 years leading Support teams I've had no one resign from their position. My expertise lies in creating a supportive work environment, retaining top talent, and identifying areas for improvement with a focus on delivering results and improving customer experience during hyper-growth periods. I have consistently demonstrated this ability to lead cross-departmental initiatives, resulting in significant reductions in the number of tickets submitted, cost per contact, and support costs while increasing one-touch resolution tickets and customer self-help. My extensive experience includes scaling teams from 3 to 50+ people, maintaining a CSAT score of 98%, and integrating support teams from multiple acquisitions into a unified team with common methodology. I am also proficient in Zendesk, Salesforce, Jira, Slack, Postman, and API development and have managed geographically distributed teams. As a Certified Zendesk Support Administrator Expert, I am well-equipped to deliver exceptional support and service to your organization. Fluent in Spanish. AREAS OF EXPERTISE Data Analytics & Insights • Startups • Business Development • Process Optimization • Personnel Development & Retention • Relationship Management