Fernan Kalaw comes from a distinguished 20-year career in the Customer Service realm. He held positions of increasing responsibility and complexity with leading SaaS, Video Gaming, High Tech and Financial industries; most recently as VP of Customer Experience & Support at iOPEX Technologies where he harnessed his skills in building contact center solutions powered by AI and Robotic Processing Automation. Between 2015 and 2018, He served as the Director of Customer Service at Wargaming. Prior to that as Senior Global Customer Support Manager at NETGEAR for 9.5 years growing the support team to 1500 employees supporting over 21 languages globally! He is a seasoned Net Promoter Score (NPS) certified expert, and most recently earned his Global Customer Experience Management (GCEM) certification in Amsterdam.