Wilmer Fernandez
Las Vegas
Summary
Strategic operations leader with a track record of driving process improvements, optimizing workflows, and elevating team performance. I’ve managed a 14‑person team, leveraging data, automation, and cross‑functional partnership to streamline execution and resolve complex operational issues. With strengths in strategic planning, performance analysis, and technical troubleshooting, I’m equipped to enhance deployment models, improve launch scalability, and support rapid expansion of in‑store technology.
Overview
11
11
years of professional experience
Work History
Customer Experience Supervisor
Instacart
Las Vegas
02.2023 - Current
- Managed daily activities of 14 direct reports to enhance team productivity.
- Resolved customer issues swiftly by overseeing team escalations.
- Reviewed product listings for accuracy, ensuring adherence to quality standards.
- Identified automation opportunities in manual processes through AI technologies.
- Collaborated with cross-functional teams to achieve strategic objectives.
- Conducted KPI tracking and performance analysis for continuous improvement.
- Trained staff on in-store troubleshooting for Caper Cart operations.
Customer Experience - Team Lead
Instacart
Las Vegas
01.2022 - 02.2023
- Trained new team members on company policies and procedures to ensure compliance.
- Supervised teams and individuals, providing performance feedback and setting improvement goals.
- Fostered a positive work environment to boost overall productivity.
- Ensured adherence to company policies and procedures across all team members.
Customer Experience
Instacart
Las Vegas
09.2020 - 01.2022
- Delivered quality customer experiences through collaboration with colleagues and co-workers.
- Enhanced customer interactions by creating welcoming, educational, and engaging environments.
- Escalated complex issues to higher-level support teams for timely resolution.
- Utilized CRM software to track customer interactions and ensure accurate record-keeping.
- Managed inquiries from Voice and Chat channels, assisting end users effectively.
Quality Assurance
Checkr
Las Vegas
09.2020 - 03.2021
- Processed high volume (and often repetitive) workflows to ensure quality and maximum possible accuracy of background reports.
- Researched and explore record quality issues stemming from system flags to ensure report compliance.
- This may involve investigating records previously disputed or proactively reviewing records for accuracy.
Business Development
Office1
Las Vegas
11.2018 - 04.2020
- Pinpointed target segments, prospects, and centers of influence to lead new business development and client acquisition efforts.
- Conducted due diligence and business development activities to achieve growth and improve operations.
- Assisted in identifying business development opportunities and cross-selling services to clients.
Marketing Specialist
New Age Events
Las Vegas
04.2015 - 09.2018
- Organized and executed promotional events to generate brand awareness and drive sales.
- Collaborated with cross-functional teams to develop creative marketing materials.
Education
Bachelor's of Science - Sports/Entertainment Management
Johnson & Wales University
Miami05.2015
Advanced High School Diploma -
East Career & Technical Academy
Las Vegas06.2011
Skills
- Coaching and mentoring
- Leadership
- Multitasking
- Customer service
- Computer proficiency
- Microsoft Office Suite
- Zendesk and Salesforce
- Team building
- Technical troubleshooting
- Critical thinking
- Management capabilities
- Customer experience enhancement
- Performance tracking
- Automation implementation
References
References available upon request
Timeline
Customer Experience Supervisor
Instacart
02.2023 - Current
Customer Experience - Team Lead
Instacart
01.2022 - 02.2023
Customer Experience
Instacart
09.2020 - 01.2022
Quality Assurance
Checkr
09.2020 - 03.2021
Business Development
Office1
11.2018 - 04.2020
Marketing Specialist
New Age Events
04.2015 - 09.2018
Bachelor's of Science - Sports/Entertainment Management
Johnson & Wales University
Advanced High School Diploma -
East Career & Technical Academy