Fernando Limon Email & Phone Number

San Francisco, California, United States

At Google, I lead impactful training initiatives that optimize performance and elevate customer satisfaction. I spearhead the transformation of learning programs, ensuring Google's Data Center and Security Center teams have the knowledge and skills to excel.Optimize supplier performance and customer satisfaction by leading impactful training initiatives.Spearhead the transformation of onboarding programs, streamlining processes, and championing data-driven strategies to enhance learning effectiveness.Drive significant cost savings, reduce onboarding time, and improve employee performance across Google's Data Center and Security Center portfolio.

San Francisco, California

At Fitbit, I shaped the knowledge and skills of 4,000+ customer support agents globally, empowering them to deliver exceptional service and contribute to Fitbit's mission of helping people lead healthier, more active lives.Shaped the knowledge and skills of a global network of 4,000+ customer support agents by designing and delivering engaging training programs. Collaborated with cross-functional teams to streamline onboarding processes and foster a culture of continuous improvement. Empowered agents with the expertise to deliver exceptional support and contribute to Fitbit's mission of helping people lead healthier, more active lives.

Cupertino

At AppleCare, I led strategic initiatives and managed key service provider relationships to elevate operational efficiency and customer satisfaction. I drove the development and implementation of programs that optimized performance, reduced costs, and enhanced the customer experience.Led strategic initiatives and managed key service provider relationships at AppleCare, driving significant improvements in operational efficiency and customer satisfaction.Developed and implemented an iOS diagnostics improvement program that reduced No Trouble Found (NTF) replacements by 12% and generated significant cost savings.Launched a strategic initiative to expand same-unit iPhone repair capacity, resulting in a 20% reduction in Apple retail store traffic and a 30% growth in the US NW service provider network.

Designed and implemented training solutions based on adult learning principles to support Apple's iPhone Service Provider network in 70+ countries.Conducted performance analysis to identify operational challenges and recommend effective training solutions.Partnered with cross-functional teams to develop and deliver engaging training programs across various formats.Led a global team of instructors responsible for supporting and implementing training programs with service providers and carrier partners.

Partnered with global wireless carrier teams to conduct needs analysis and determine training needs and best practices to improve the customer service experience and drive carrier escalation rates.Designed, developed, and maintained classroom, self-paced, and virtual training content for the iPhone curriculum.Implemented adult learning and rapid training design methodologies to ensure training was innovative, engaging, and on the cutting edge of training technology.Hosted in-person and remote wireless carrier training sessions to improve technical knowledge and customer experience.Assisted the Carrier Support team during initial project implementation and delivered Train-the-Trainer product support qualification programs.Partnered with carrier support teams to implement new agent, product, and continuing education programs and processes to improve overall carrier performance.