Fernan Elacio Kalaw

Fernan Elacio Kalaw has a diverse and extensive work experience spanning several industries and roles.

FERNAN ELACIO began their career as a Workforce Management Real Time Analyst at Bank of America, where they were responsible for monitoring, analyzing, and adjusting staffing levels to ensure peak efficiency in Contact Center operations.

FERNAN ELACIO then transitioned to John Paul as a workforce management and telephony manager, leading a team and implementing cutting-edge forecast models and staff/resource management strategies to consistently exceed SLA targets.

At NETGEAR, Fernan served as a Sr. Global Technical Support & Call Center Operations Manager, managing a global team and successfully transforming the contact centers into revenue-generating P&L centers. FERNAN ELACIO also negotiated contracts and outsourced vendors, resulting in increased profit margins.

As the Director of Customer Support at Wargaming, they managed global contact centers and achieved significant cost savings by outsourcing player support.

At iOPEX Technologies, Fernan served as the Vice President of Customer Experience & Support, driving profitability and customer satisfaction through innovative strategies and AI technologies.

FERNAN ELACIO then joined InfoTrack US as the Director of Customer Support, leading a team of remote SaaS customer support specialists and focusing on operational excellence and customer satisfaction.

As an Advisory Board Member for Transcription HUB, Fernan provided strategic advice and guidance on matters such as strategy, positioning, and recruiting.

Currently, they hold the position of Vice President of Customer Care (Domain Services) at Tucows, where they lead a team of customer care advisors and strives to deliver unparalleled support and exceed customer expectations.

Overall, Fernan's work experience demonstrates their expertise in customer care, workforce management, operational excellence, and strategic leadership.

Fernan Elacio Kalaw has a diverse education history. FERNAN ELACIO obtained a Data Science for Business degree from Harvard Business School, with a focus on data science. Prior to that, they completed the Innovation & Entrepreneurship Program at Stanford University in 2022. In 2003, they received a BA degree from Saint Mary's College of California, specializing in management coursework. In 1998, they completed their BS degree in computer engineering coursework at Columban College - Olongapo City. Fernan's education began with primary and secondary education at St. Joseph College Olongapo City, where they received high school/secondary diplomas and certificates. In addition to their degrees, they have obtained various certifications, including a Certified Data Scientist certification from Harvard Business School and a Certified Innovation Leader certification from Stanford University. FERNAN ELACIO has also received certifications in areas such as customer experience management, net promoter score, executive leadership, finance, strategic planning, ISO 9001:2000 auditing, Lean Six Sigma, and customer effort score improvement.