Fernando Tovar Email & Phone Number

Mexico City, Cdmx, Mx

Mexico City, Mexico

As an Operations Specialist I excel at providing efficient and effective product support to any merchant using the Stripe platform. There's always a constant need for strong problem-solving skills in order to be able to ensure seamless daily operations. I'm challenged daily by the rapidly increasing and changing product Stripe offers to constantly analyze our current operational workflows in order to identify areas of opportunity in order to streamline processes, continue to enhance our user experience as well as being as efficient as possible. My strong communication and team work skills ensure that I'm able to work effectively with any of our internal teams (Product engineering, product support etc.) in order to maintain operations at a high functioning pace and also being able to relay merchant feedback and facilitating solutions for future implementations. Always aligning with Stripe's strategic goals. On a daily basis, I ensure adherence to financial regulations and internal policies through a thorough understanding of compliance requirements. There's always a proactive approach to identifying potential risks and implementing preventive measures to protect both Stripe & our users.

Ciudad De México, México

In my role as the Trust and Safety Team Leader for TikTok, I not only ensure the impeccable adherence of my content moderation team to our Community Guidelines but also take charge of the comprehensive onboarding process for new joiners.I oversee the creation and distribution of detailed introduction playbooks, ensuring that our new team members have a seamless integration into their roles. Through this, I establish a strong foundation for their journey within the team.Furthermore, I provide unwavering support throughout their initial two weeks, guiding them through their transition and offering assistance as they navigate their responsibilities. This approach helps new members acclimate swiftly and confidently.Creating a high-performance culture is central to my role, where I actively advocate for transparent communication, inclusivity, continuous enhancement, and the exchange of feedback. I am dedicated to fostering effective teamwork through regular team meetings and effective communication channels.Another integral aspect of my role involves collaborating closely with the Talent Acquisition team, engaging in over 100+ interviews to fulfill our recruitment needs. By participating in this process, I ensure that we onboard the best talent, maintaining a safe and vibrant online environment for our TikTok community. With a focus on excellence, open communication, and continuous improvement, I lead by example, fostering effective teamwork and driving the team towards achieving project targets.

Mexico City Metropolitan Area

Oversee performance of a team formed by 17-20 representatives. Daily performance, coaching and improvement plan implementation for the agents. Customer Service oriented.

Mexico City Metropolitan Area

Oversee performance of a team formed by 17-20 representatives. Daily performance, coaching and improvement plan implementation for the agents.

Mexico City Metropolitan Area

Provide support to floor representatives and handle escalated interactions. Billing, Sales, Tech Support focused.

Mexico City Metropolitan Area

Subject Matter expert providing floor support to newly incorporated representatives as well as tenure agents in day to day interactions

Mexico City Metropolitan Area

Bilingual customer service representative working for Sales, Billing, Tech Support and Retention department.