Fernando Henggeler

• Manage end-to-end customer operations for North America, coordinating with marketing, logistics, and IT to support business growth and enhance the digital customer journey.
• Partner closely with the marketing department to analyze customer interaction data, identify key insights, and support campaign optimization across email, digital, and community engagement channels.
• Lead data-driven initiatives to improve service processes and support online marketing strategies through reporting and trend analysis.
• Prepare performance dashboards and insights using Excel and Power BI, supporting decision-making for leadership and marketing teams.
• Act as operational liaison for website updates, promotional events, and distributor campaigns.
• Recruit, train, and coach a high-performing remote team, embedding customer-centric values and digital literacy in daily operations.
• Manage customer escalations and feedback loops, transforming them into actionable insights to improve marketing communication and retention strategies.

• Provided front-line technical and customer support for digital products, specializing in escalations and warranty services.
• Promoted to Subject Matter Expert (SME) role to coach peers, streamline processes, and support cross-departmental efficiency initiatives.
• Contributed to increased first-contact resolution by 12% through process documentation and analytics-based recommendations.
• Supported product and marketing teams by relaying customer pain points and insights that influenced online FAQs and product communication.