Rachel Fernandez

I specialize in end-to-end project leadership and marketing operations, partnering with businesses to streamline operations, lead cross-functional teams, and execute high-impact projects—freeing leadership to focus on strategic growth. My approach ensures seamless collaboration between stakeholders, vendors, and internal teams, enabling projects to be delivered on time, on budget, and with scalability in mind.

At Sigrun, I managed end-to-end marketing campaigns for high-ticket program launches, overseeing everything from database preparation to multi-channel execution. This included cleaning and segmenting contact lists, setting up email sequences, and coordinating with vendors (such as copywriters, designers, and ad specialists) to ensure campaigns launched on time and within budget. My work focused on go-to-market strategy and execution, where I planned timelines, monitored performance metrics, and conducted QA checks—particularly for Facebook ads and email automation—to minimize errors before go-live. A key part of the role involved cross-functional collaboration, working closely with leadership to align messaging and with technical teams to troubleshoot issues like payment gateway integrations or landing page functionality. I also analyzed campaign data to identify trends and adjust strategies mid-launch, ensuring decisions were grounded in real-time performance rather than assumptions. The position demanded strong project planning and adaptability, as launches often required rapid adjustments to meet tight deadlines while maintaining quality standards.

From 2011 to 2023, I worked independently with small businesses and digital entrepreneurs, specializing in marketing operations and backend systems to help them scale efficiently. My work evolved from designing automated funnels and email sequences (using tools like HubSpot and ActiveCampaign) to taking on a broader Online Business Manager role, where I oversaw launches, coordinated cross-functional teams, and streamlined workflows to reduce manual tasks by up to 40%. Whether setting up CRM systems, documenting SOPs, or managing vendor teams, my focus was always on creating repeatable processes that saved time and improved customer engagement. In this hybrid role, I acted as both a technical implementer and a strategic partner, advising clients on go-to-market strategies, campaign execution, and customer onboarding. For example, I built automated follow-up sequences to nurture leads, configured CRM workflows to track customer journeys, and managed project timelines to ensure launches ran smoothly. This experience gave me a deep understanding of how marketing, operations, and customer success intersect—whether for a coaching business, SaaS startup, or e-commerce brand. What tied it all together was a commitment to clarity and efficiency: turning chaotic workflows into systems that worked seamlessly for teams and customers alike.

For 15 years, I served as a flight attendant and later International Chief Purser for United Airlines, specializing in long-haul routes (Los Angeles to Tokyo, Sydney, Paris, and São Paulo). In this role, I was responsible for delivering exceptional customer experiences in high-pressure environments, ensuring passenger safety, comfort, and satisfaction across diverse cultural backgrounds. As Chief Purser, I led teams of 10–15 flight attendants, acting as the primary point of contact for premium-cabin passengers and resolving complex service challenges in real time—whether addressing medical emergencies, managing passenger conflicts, or adapting to unexpected operational changes. My work demanded a deep understanding of customer needs, clear communication under pressure, and the ability to turn stressful situations into positive outcomes, all while representing the United brand with professionalism. Relocating from Los Angeles to Paris in 1997, I adapted to European aviation standards and French-language operations, honing my ability to connect with customers from varied backgrounds. This experience taught me how to build trust quickly, anticipate needs, and provide solutions that balance policy with empathy—skills I now apply to customer success and support roles. Whether calming a frustrated passenger mid-flight or coordinating with ground teams to resolve delays, my focus was always on listening actively, problem-solving creatively, and ensuring every interaction left customers feeling valued. My bilingualism (French/English) and experience navigating multicultural teams further strengthened my ability to communicate effectively and bridge gaps, which remains central to my approach in customer-facing roles today. This foundation in high-touch service and crisis management shaped my career in customer success, where I continue to prioritize relationship-building, proactive support, and turning challenges into opportunities for loyalty.