Eder Fernandez

Captain
DISC Type : DS

Director, Contact Center Sales & Retention at Hotwire Communications Ltd

Dallas-Fort Worth Metroplex, United States

Overview

Eder is a results-driven Director at Hotwire Communications with over 20 years of experience leading and scaling contact center operations. He has a proven track record of managing large teams, driving multi-million-dollar revenue streams, and enhancing the customer experience. His peers describe him as an effective sales and operations leader dedicated to continuous improvement.

There is no publicly available information about his personal life or hobbies outside of his professional career.

He holds BASA and FASA certifications, specializing in Burglary Alarm and Fire Alarm Safety, which is unique for a contact center executive.

Personality Overview

Dynamic But Sincere

Decisive But Calm

Output-Driven

They are very professional in their approach and can weigh multiple perspectives together.  They exhibit a rare combination of being result-oriented but patient at the same time. They might take some time to make their mind up but once they do, they don't change it easily.

Topics They Care About

Contact Center Operations
He has over two decades of leadership experience, managing large teams in nearshore and offshore environments to handle tens of thousands of monthly customer contacts.
Sales and Retention
His career focus has been on directing sales and retention teams, consistently generating millions in annual revenue and designing effective commission structures to drive performance.
Team Leadership
He is recognized for his ability to scale high-performance teams and is described by colleagues as a "leader by nature" who drives exceptional results.

Media Appearances

Eder has no verified media appearances

Work History

3-2025
Director, Contact Center Sales & Retention at Hotwire Communications Ltd
6-2023 - 3-2025
Senior Manager, Contact Center Sales & Retention at Hotwire Communications Ltd
8-2020 - 6-2023
Manager, Contact Center Sales & Retention at Hotwire Communications Ltd
6-2020 - 8-2020
Senior Operations Manager at Inktel Contact Center Solutions
3-2020 - 6-2020
Operations Manager at Inktel Contact Center Solutions

Education

Business Administration from Broward College

More Information

Social Presence :

Prographics :

Exp : 15 Location : Dallas-Fort Worth Metroplex, United States Job Level : Mid-senior Designation : Director, Contact Center Sales & Retention at Hotwire Communications Ltd
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Insights For Selling To Eder

During A Call Or A Meeting

DO's

  • Use phrases like 'your team deserves', 'best in class' etc.
  • Focus on the results that your product produces, expect some strategic questions in return
  • Let them know of potential risks but suggest mitigation methods alongside

DONT's

  • Don't get into pricing discussions early on, steer conversation towards proven results
  • Don't focus too much on mutual contacts or bother about other stakeholders, focus on them
  • Don't shy away from asking hard questions, but be extra polite

When Cold Calling

When Writing An Email

While Negotiating & Closing

    The secret to closing fast with Eder is

  • Strong proof of impact and their conviction will matter the most, but they wouldn't want to act unilaterally either
  • Will you ever get a clear answer from Eder

  • They will say no if they are not convinced but you will have to prompt them.

Insights For Deal Planning

    How fast (or slow) will Eder move?

  • They will want to understand things well but can move fast once they have a clear picture.
  • Can Eder take some risk or not?

  • They have good risk tolerance but are likely to think it through once or twice.

You And Eder

Personality Compatibility


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