Experience

Eliant, Inc.

• United States
• Information Services
• 1 - 100 Employee

• President

  • Jan 2012 - Present

  Involved in successfully managing every aspect of Eliant’s work with homebuilders, lenders, escrow firms and design center operations. Continue to lead and develop relationships with top firms, applying a combination of technical skills, customer management experience, and customer service expertise.

• Vice President of Operations and Client Relations

  • Jun 2018 - Feb 2020

  Developing relationships with top builders, applying the unique combination of technical skills, management experience and customer service expertise. Assisting clients in delivering extraordinary customer experiences. Consulting with firms to significantly increase their sales from home owner referrals.

• Director, Client Relations

  • May 2017 - May 2018

  Expert at analyzing client reports and trends, to interpreting homebuyers’ comments, to training clients’ staff to adapt Eliant’s proven ‘blueprint’ for the customer experience. Extensive building industry background which allows her to share her knowledge and provide real world solutions to client issues. An excellent and engaging trainer, Fernanda conducts live workshops, webinars, as well as report-analysis training to clients.

• Sr. Client Experience Manager

  • Apr 2014 - Apr 2017

  Fernanda has extensive building industry background which allows her to share her knowledge and provide real world solutions to client issues. An excellent and engaging trainer. Fernanda conducts live workshops, webinars, as well as report-analysis training to her clients.In her many years with Eliant, she has worn many hats and worked with a wide variety of clients interested in delivering an extraordinary customer experience. Her talents run the gamut from analyzing client reports and trends, to interpreting homebuyers’ comments, to training clients’ staff to adapt Eliant’s proven ‘blueprint’ for the customer experience. Show less



Fernanda Luick Outsourcing

• Customer Support Professional

  • Jan 2012 - Apr 2014

  • Customer service and sales support utilizing existing company technologies. • Identify opportunities to improve the company’s services to external customers. • Develop Customer Service FAQ documentation. • Sales Associate for Para Todos Magazine (Spanish publication) • Technical employee training and support • Translate articles from English to Spanish and vice versa • Proofread & edit articles pre-publication • Technical support: computers, printers, software • Private Spanish tutoring: groups and individuals Show less



Interventional Spine

• United States
• Medical Equipment Manufacturing
• 1 - 100 Employee

• Customer Support Manager

  • Nov 2007 - Nov 2010

  • Developed, analyzed, assessed and evaluated departmental business processes, technology utilization and customer satisfaction level. • Identified opportunities to improve the company’s services to external customers. • Implemented process improvement activities to support order processing, marketing materials, trade shows, customer communications and collection and analysis of customer data. • Developed Customer Service FAQ documentation. • Documented, implemented, and trained company on Disaster Recovery Plan. • Prepared and delivered customer service team’s yearly performance evaluations. Responsible for guiding and training department reps to the fullest of their potential. • Team leader of new software implementation. Interviewed all departments to determine the best software fit for the company. Responsible for new software implementation, training, and documentation. • Crystal Report writing (beginners level) • Software trainer: SalesLogix, Expandable Show less

• Director of Product Integration and Development

  • 1990 - 2006

  •Responsible for developing a Business Integration Plan (strategic plan to merge operations of Eliant and a Florida based company acquired in 2005). •Setup and managed “Transition Teams” for each department in order to accomplish elements of the merger process. •Served as the liaison between executives and teams with regard to goal-setting and strategic execution to achieve goals. •Played a key role in guiding each team’s action plan composition and estimated timeliness (including dependencies) for completion. •Managed and directed transition team’s operations for all departments. Developed and established new and improved operational processes, procedures, and work flow systems that maximize efficiency, productivity, and effectiveness in all departments. •Responsible for leading and completing Executives’ brainstorming sessions to update Eliant’s new Mission and Vision (goals for the next 5 and 10 years). •As part of the HR transition team, coordinated and prepared new integrated HR organizational charts for the company. Coordinated the integration of employee benefits and payroll. •Managed, led, and facilitated the integration of sales and marketing collateral materials for a new marketing campaign. •Led by example to create an environment that empowers others to achieve team goals. •SalesLogix in-house trainer. Conducted training of several classes for Eliant employees from all departments. Show less