Profile
Accommodation Services
Administrative and Support Services
Technology, Information and Media
Active

Pedro Fernandes

Operations Support Specialist

About Me

I am an Operations and Customer Success specialist with a background in Applied Statistics, experienced in building support operations, leading high‑volume customer service teams, and integrating AI to scale results. I have led multi-country support for B2B and B2C environments, implemented new departments from scratch, and consistently maintained satisfaction scores above 4.8 while improving KPIs and processes. Recently, I ranked as the top performer in operational change management, recovering over 400k in unpaid rents through data‑driven collections work and dashboard clean‑up. I design and deploy AI‑powered tools (Gemini, automation workflows) to speed up case handling, improve first‑contact resolution, and give leadership clear visibility through operational dashboards. With C1 English, international experience in luxury e‑commerce and hospitality, and solid skills in Python, SQL, and CRM tools such as Salesforce and Zendesk, I help companies turn complex support operations into efficient, data‑driven, and customer‑centric experiences.

Jurisdiction

Portugal

Notable Employer

  • Senior Customer Service Advisor at Farfetch

Experience

Seniority LevelAssociate
Years of Experience0-5 years
Current StatusActive
Operations Support ManagerBatch Logistics
2024 - 2025

Built and structured customer/partner support department, defined workflows, and onboarded new team members. Managed multichannel B2B/B2C support, maintained a 4.8/5 satisfaction rate. Implemented KPIs, trained team, and resolved operational incidents for optimized delivery. Designed and maintained an operational performance dashboard (order accuracy, SLA adherence, backlog, and issue types), generating monthly reports for leadership with actionable recommendations.

Senior Customer Service AdvisorNotableFarfetch
2023 - 2024

Provided exceptional B2C support (US/UK) for luxury e- commerce. Trained talent and improved operational efficacy in Salesforce and customer onboarding (12% faster engagement). Applied AI for customer interaction improvements and template optimization. Trained and onboarded new team members on tools, workflows, and KPI targets, ensuring consistent quality across channels (email, phone, and internal portals

Member Support AssociateHabyt
2025 - Present

Supported multi-country customer service operations via email and WhatsApp, focusing on high-volume case workflows. Ranked #1 among 75 agents for operational case changes. Initiated and led a critical Collections Dashboard Data Integrity Cleanup, resolving duplicate and untracked invoices, correcting €560,752 in reporting, and enabling direct recovery of over €400,000 in unpaid rents. Developed and deployed a Gemini Gems AI agent with proprietary company data, automating case summaries, replies, template updates, and record maintenance for the team— dramatically reducing response time and improving first-contact resolution. Collaborated closely with IT to roll out automation and AI solutions enhancing team productivity and accuracy.

Education

Degree of Applied StatisticsUniversity of Lisbon
2022 - 2025

Certification

Total Certifications3

Google Data Analytics Professional Certificate

Google

2021

Credential ID: cf13219a-0315-48e1-a164-e15b17fbf510

Data Analyst in Python

DataCamp

2021

Credential ID: 5b2614cc07e135c0872b63c7a9b71cc1599a97db

IELTS

Cambridge Assessment

2022

Credential ID: 22PT001826COSP008A

Skills

Core skills0
Languages3

Languages

English
Portuguese
Spanish