Stefania Fernandes

Results-driven Customer Relationship & Operations Manager with 8+ years of experience delivering exceptional client experiences, managing complex multi-stakeholder portfolios, and driving measurable business outcomes across remote and hybrid environments. I specialize in end-to-end client lifecycle management — from onboarding and retention to upselling and escalation resolution — having managed 100–160 active accounts simultaneously across diverse industries. My background spans regulatory compliance (AML/KYC), corporate documentation, business setup services, visa processing, and cross-functional team coordination, giving me a uniquely versatile skill set for remote customer success roles. I am highly proficient in digital-first tools including Salesforce CRM, ZOHO CRM, ZOHO People, PandaDoc, Brightcall, and DeskTime, enabling me to collaborate seamlessly with global teams. I thrive in fast-paced, asynchronous work environments where ownership, attention to detail, and clear communication are paramount. Key highlights: improved sales conversion from 45% → 85%, boosted client approval rates by 25%, achieved 98% customer satisfaction, and earned 100+ positive client reviews. Currently pursuing ACAMS AML Compliance Certification.