Fernando Gonzalez

As CEO of Call2Launch, a nearshore contact center, I’ve led the company’s expansion from a startup operation to a high-performing BPO provider serving U.S.-based businesses across multiple industries. Key Responsibilities: Designed and implemented staff development programs to improve agent performance, engagement, and retention. Directed all operational aspects of the call center, including strategic planning, performance management, and technology integration. Conducted profitability analysis on client campaigns and optimized cost controls to maintain margins. Partnered with the sales team to drive new business development and client acquisition efforts. Launched continuous improvement initiatives to elevate customer experience and service delivery. Notable Achievements: Successfully built the call center from the ground up — overseeing recruitment, training, systems setup, and client onboarding. Helped client KPIs rise from below target to consistently exceeding industry benchmarks (CSAT, FCR, conversion rates). Led business revenue growth by 25% YoY, scaling from early-stage operations to 7-figure annual sales through strategic partnerships and performance-based results.

We provide our clients with professionalism and dedication. Provide strong, dynamic leadership that mentors, develops, and guides team members to efficiently leverage the value of every call for maximum net reservation revenue to clients, Responsible for development and administration of annual department budget to attain business goals with operational stability, Deliver results against a defined scope of work that includes measurable ROI, strategic innovation, performance reporting, and human capital development, Develop, implement and maintain effective internal and external Quality Assurance (QA) programs fostering continuous improvement and exceeding Service Level Agreement (SLA) performance, Proven experience managing metrics, ensuring customer satisfaction, and reporting statistical performance levels related to Call Center, Develop and maintain effective organization of responsibility, including efficient recruiting, training, coaching, recognition, workflow patterns, performance standards, delineation of duties and responsibilities, staffing levels and supervision, Coordinate analytic, strategic and technical resources to meet client expectations and insure satisfaction, Manage and expand client and coworker relationships, Find and close new revenue opportunities within the existing client base, Insure compliance with regulatory agency guidelines and standards. Always looking for new projects in any market. If you have any questions feel free to contact me.

Gather and analyze customer satisfaction survey left by customer after having an interaction with our call center Develop and implement best practices for customer services reps to follow to increase customer satisfaction scores Provide reports of trends found on negative surveys and provided feedback to the consultant’s supervisor to turn around mentioned trends to positives Provided excel reports to all operations levels (Consultants, Supervisor, Sr. Supervisors and Account Managers) of daily and monthly customer satisfaction scores.

Direct contact between company and client Manage supervisors and team leads, verify all goals are being meet( services levels, average speed of answer, first call resolution, customer satisfaction levels, attrition and others) Report on a daily and quarterly bases the performance of the project to both company and client Excel using pivot tables, formulas (Vlookup and others) and dynamic tables. Power Point Develop and design new SOP’s to improve project performance Work with Human Resources to create profiles to select new hires