Eduardo Fernandez Email Address

Manager of Customer Support

FiveStars is a rewards and marketing platform for local businesses and the communities they serve. More than 12,000 businesses across the US and Canada use FiveStarsUa easy, all-in-one marketing program, and more than 20 million consumers participate in the FiveStars rewards network to support local businesses. In 2016, FiveStars drove over 54 million in-store visits across its network.

Driven Operations Manager and Team Leader with over 10 years of leadership experience. Worked in client / Vendor based capacity to provide a team capable of producing metric standards well above client goal in calls per hour, average handle time, sales, and customer satisfaction / Customer Service (CSAT/NPS). Successfully negotiated a change in the clients processes to reduce handle time of certain calls by over 30 minutes, by creating a trackable shared spreadsheet and form for inputting equipment exchange requests. Successfully able to collaborate between all vendors and the client where in the new process could be shared. Was able to communicate effectively to every agent the new process, which in turn reduced average handle times for those type of calls by over 30 minutes. Joined the onboarding / Mentoring team and assisted in reducing churn rate from over 65%, to under 30% over a 90 day period. Extensively accomplished in the area of IT technical support, management and leadership roles, as well as sales. Created spreadsheets to compile data on a day to day basis to track overall progression within a Management Role. Never failed to meet deadlines for committed projects.