About

I’m Fernando's AGC. Fernando Gómez has excelled in his role as Supervisor of the Account Executives team, leading with a strategic focus, a results-orientation, and a commitment to service quality. His ability to coordinate operations, maintain high communication standards, and foster team development has been instrumental in improving the client experience and operational efficiency. Key Performance Areas 1. Supervising the AE Team's Daily Activities Fernando consistently monitors the team's tasks, ensuring that each AE complies with established workflows and communication standards. He has managed to maintain a consistent level of operational quality despite the diversity of assigned cases. 2. Ensuring Timely Communication with Clients He has excelled in implementing compliance controls that ensure onboarding calls, status updates, and follow-ups are executed according to internal deadlines and each client's schedule. 3. Communication Quality Monitoring Through periodic message audits and response time analysis, Fernando has raised the bar for customer interaction. He has been able to identify areas for improvement and implement corrective measures tactfully and effectively. 4. Review of Schedules and Critical Milestones He rigorously validates the accuracy of the schedules assigned to clients and ensures that deadlines are met. This approach has reduced delays and strengthened the team's credibility with the client. 5. Smart Client Assignment He applies strategic criteria to assigning new clients, balancing the operational load and promoting team efficiency. The handover and documentation process is duly standardized under his supervision. 6. Conflict Escalation Point Fernando acts calmly and judiciously when faced with complaints or complex situations. His approach is decisive and empathetic, prioritizing customer support and protecting the company's reputation. 7. AE Team Training and Coaching He conducts monthly performance reviews, feedback sessions, and active mentoring, especially with new hires or AEs who present opportunities for improvement. His leadership is both formative and motivating. 8. Communication Log Audit He conducts systematic reviews of logs on the platform and RingCentral to ensure traceability, compliance, and quality service. This has allowed him to detect and prevent breaches before they escalate. 9. Interdepartmental Coordination Fernando maintains fluid and effective communication with the Legal and AGC teams, facilitating regular coordination sessions that promote alignment and reduce operational friction points. 10. Team Performance Reports He delivers consistent weekly reports, identifying bottlenecks, deviations, and critical areas. His analytical skills facilitate informed executive decision-making. 11. Optimization of Communication Processes He has proposed and implemented significant improvements in internal processes, simplifying communication flows and increasing the autonomy of the AEs without compromising quality. Notable Strengths Strategic Leadership: Leads the team with vision, organizational judgment, and a focus on continuous improvement. High Resolution Capacity: Manages conflicts with maturity, always seeking the best solution for the client and the company. Operational Rigor: Maintains high standards of monitoring and documentation, ensuring transparency and control. Opportunities for Improvement Automation of Indicators: Integrate performance dashboards for real-time KPI monitoring. Tactical Delegation: Encourage the identification of middle managers within the team to scale the management model. Structured Training: Formalize a modular training plan for new hires, supported by internal materials and supervised practices. Conclusion Fernando has proven to be an exemplary supervisor, with a strong commitment to results, talent development, and customer satisfaction. His leadership has raised the standards of the department and is key to consolidating an efficient, predictable, and customer-focused operation.

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