Customer Service Experience

Rafael Hernandez

***** ********* ****** **** ******* Tx 77377

954-***-**** - ****.************@*****.***

OBJECTIVE

I am an accomplished, senior professional with broad B2B marketing and customer service experience. My background encompasses strategic planning, qualitative & quantitative research, interactive marketing, creative development, media planning & buying, database /direct-marketing, sales promotion and visual merchandising. My abilities and skill set will provide creative, innovative, enthusiastic and forward-thinking customer centric leadership in a team environment. I am currently seeking a position as a Customer Experience Manager, which will effectively utilize all acquired skills and abilities, bringing 20 years of professional experience. AREAS OF EXPERTISE

Sales Management, Strategic Marketing, Product Campaign Management, Point of Purchase, Creative Direction, Corporate Training, In-Bound Telecommunications Management, Tele-Marketing Management, Project Management, General Management,, Vendor Coordination, Corporate Sponsorship Management, Program Management, Time Management, Value Stream Management, Microsoft Suite, Adobe Creative Suites, Safety, Policies, OSHA, Compliance, Bi-lingual, Project Plan, Event Coordination, Sales Coaching, Coordination, Delivering, People Development, Inventory Management, Accounting, Marketing, Approach, Enterprise, Budget Business Solutions, Policies, Customer Experience Training, Shopify, POS Management, Sales Force,Saleschain, Hubspot, Content, Proposals, Quality Assurance, Sales, CRM, Customer Satisfaction, Google Docs, Performance Improvement, Financial Management, Website Development Management. EXPERIENCE

Customer Experience I Centric Fiber I Houston TX (Sept 2021-May 2023) Built, led, and developed the sales, and customer service teams along with implementing processes and procedures of the department. Responsible for driving outside sales force while ensuring the effective and rapid expansion of the Centric customer base, including the customer service team to ensure a world class experience. worked with Business Development, Operations, Systems, and IT to build effective marketing strategies and campaigns to better current market share..

Develop and cultivated relationships with all Centric partners to ensure streamlined communications and effective project delivery. Responsible for curating and ensuring flawless execution of Centric’s key overall customer experiences (i.e., website development, website commerce flows, in-person exchanges, call center discussions, client based activities). Managed customer assistance, education and information on services, customer equipment and products, while promoting, marketing, and sales efforts for all major Texas markets: Dallas, San Antonio, Austin, and Houston. Expedited workflows to consistently improve internal outside sales and customer service. RESPONSIBILITIES / ESSENTIAL FUNCTIONS:

Championed opportunities to consistently Improve the Centric experience. Drove customer retention, reduce churn, and increase customer satisfaction. Mapped the customer journey and identify opportunities to proactively intervene on the client’s behalf Guided team in effective client issues resolution and handling any escalations. Developed listening points in the customer journey, define segmentation of customer base and varying strategies, and identify opportunities for continuous improvement. Deployed new strategies for driving customer value. Continually reviewed and evolved the collection of processes Centric uses to track, oversee, and organize every interaction between the customer and Centric throughout the lifecycle. Drove GigaGuide (localized sales/customer service team member) team accountability for meeting and exceeding sales targets and developing action plans for underperforming markets. Developed and cultivated relationships with all Centric partners to ensure streamlined communications and effective project delivery.

Responsibility of curating and ensuring flawless execution of Centric’s key overall customer experiences (i.e., website flows, in-person exchanges, call center discussions). Managed each market to identify and pursue incremental revenue opportunities. Coached and mentored the GigaGuide team to perfect their pitch and drive customer acquisition. An Expert on all aspects of Centric’s products and services. Used group training, shadowing/observation techniques, side-by-side coaching and role playing to demonstrate and educate GigaGuides about customer acquisition and sales techniques. Provided customer assistance, education and information on services, customer equipment and products. Promoted marketing and sales efforts during each customer and potential customer contact. Expedited workflows to consistently meet customer appointments and company commitments. Interfaced with customer and technical service departments to collaborate on subscriber issues, develop troubleshooting and corrective action plans, work scheduling, and ticket clearing. Supported customer owned integrations/connectivity – e.g., troubleshooting Alexa devices, TV WiFi connectivity, laptop connectivity, etc.

Trained new GigaGuides how to install, service, disconnect, change, or reconnect telephony and modem equipment, serving customer residences.

Ensured all work is completed in accordance with all applicable company procedures and in compliance with all municipal, state, and federal laws and guidelines. Developed and maintained department performance metrics Established weekly schedules, set, and approve overtime levels Oversaw and administer the department’s budget

Conducted performance reviews and administer bonus plans (if applicable) Assigned and managed department company vehicles

Ensured team is well groomed and uniforms are worn/presentable Collaborated with Operations and Technical Operations to ensure new customers are turned up timely and all customers experience a smooth onboarding process.

Responsible for all reporting back to the President and Vice President of Operations on the status of project activities.

Developed and participate in community and company social media outlets – monitor company commentary, respond to complaints and accolades, monitor community happenings. Implemented and adopt policies, procedures, and reports to assist Centric in strengthening safety standards.

Attracted key new hires and built the Centric team in conjunction with Centric’s President. Corporate Trainer I Sharp Business Systems Houston, TX (May 2018-2020) Provided and facilitated Workshop Sessions to Overview all Sharp SBS Products: User Interface Instruction, Key Op For all Functions, SHARP OSA Application Integration for Users and Admin, Helpdesk for User Error troubleshooting, Install and setup of Device applications to network, User/Administrator Maintenance.

MacOS / Fiery Print Production Specialist

Director of Marketing and Product Awareness I American Business Machines I Houston TX (June 2002 - May 2018)

Appointed to lead the entire marketing department through a turnaround. Assumed responsibilities & accountabilities previously held by General Sales Manager and the President of Sales. Led the development and implementation of annual marketing plans, that resulted in consistent sales increases in a flat growth industry. During this time, marketing played a key role in achieving sales growth that consistently outperformed key competitors and the industry as a whole. Managed a team of 6 Business Development Advisors and supportive staff. Administered training and coaching with advisors with continual supportive information for marketing to our existing client base and cold calling to our prospective clients. These efforts reflect over $25 million dollars in sales from 2006 - 2013. Provided workshop sessions to overview all Ricoh/SAVIN, Kyocera, EPSON, and Sharp SBS Products. This included User Interface Instruction,

Key Op For all functions,

Application Integration for Users and Admin,

Helpdesk for User Error troubleshooting,

Install and setup of Device applications to network, User/Administrator Maintenance,

MAC OSX Print specialist

In addition:

-Developed and Managed Sales Promotions using Social Media (ConstantContact, Linkedin, Facebook, Twitter)

-Created Lunch and Learn workshops quarterly to existing and potential client base, each focusing on specific user needs and new technology integration

-Was head point of contact for Sugarland Skeeters, Houston Comets, Houston Aeros, and Sam Houston Race Park,

-Designed and managed all versions of www.abmtexas.com website (2003,2008, 2017)

-Creative Director and Event coordinator on both Technology Expos 2011 (Net approx. $750,000.00) and 2017 (Net 1.2 Million in Sales)

-Designed, printed, deployed and managed in-house, all, ABM material.

-Fluent in all ADOBE CREATIVE SUITE products.

Lead Data Account Executive I AT&T Growth Markets I Ft .Lauderdale FL (Aug 1997-Jun 2002) Provided Tele-communications & data connectivity for existing and new client base. This campaign was Business to-Business support for east coast and midwest markets. Responsible for the entire sales process from assessment to hardware and software implementation per client, with various solutions as DSL, Integrated multi-locational mesh Frame Relay networks, Peer-to-Peer private line networks, standard telecom T1’s, ISDN T1’s, DS3’s, OC 3 and up to OC 192 transmission bandwidth for digital signals. Produced more than $2,000,000.00 in Net New data connectivity revenue. Supported a team of 12 Data Account executives with quality assurance, scripted role-playing, case study strategizing, post-sales processes and continual workshop training sessions. Education

Lake Weir High School Ocala, Fl (1991-1995) 3.4 GPA with Honors University of Florida Gainesville, FL (1995-1997) School of Architecture Art Institute of Fort Lauderdale Ft. Lauderdale FL (1997-2001) B.A. Graphic Design and Visual Communications (3.2 GPA Honor Roll Recipient)

Fluent in Spanish

Fluent in all Microsoft Office software

Fluent in all Adobe Creative Suite Products

References & Portfolio upon request

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