Rolando Hernandez

Experienced Operations Director, Call Center, Outbound Sales, Claims, Vendor Management, Billing and Administration.

WORK EXPERIENCE

PROFESSIONAL PROFILE

CONTACT

Patient Access Director at Memorial Health System

Miramar, FL July 2023 to Present

Serve as a key member of the Patient Access leadership team

Provide strategic leadership over all aspects of the customer experience related to billing, collection, call center, operations, systems, and IT support

National Director Customer Care at FirstService Residential

Hollywood, FL January 2012 to July 2023

Served on the executive team, directed all call center operations which included forecasting overall call and incoming chat volume, training, Quality Assurance, provider/patient connectivity, KPI’s and staffing requirements

Increased retention by over 40% by streamlining processes and building a monthly cadence for meetings internally and externally with client.

Achieved forecasting accuracy of volume +/- 5%

Reduced Average Handle Time by 100+ seconds

Lead team to streamline remote Management systems access for website and internal staff

Managed $7M P&L, overseeing 175 team members across two sites with a focus on high-level KPIs.

Developed and optimized customer experience strategy from scratch, establishing standard operating procedures (SOPs), omnichannel plans, and NPS programs.

Successfully maintained cost per contact for 7 years through internal efficiencies.

Orchestrated care center expansion from 35 to 175 FTEs.

Facilitated performance monitoring and improvements via development and launch of a robust company-wide reporting framework.

Call Center/Collections Consultant at Florida City Gas

Miami, FL September 2008 to May 2012

Spearheaded customer care operations, including strategy planning, and development of business cases based on cost, morale benefits, and impact.

Managed outbound dialing program utilizing Nice inContact software which focused on driving member registration, Consultation Utilization and Gap In Care.

Streamlined and automated several processes and reduced expenses by 60%+

Managed BPO relationship to ensure consistency on customer delivery

Controlled $425K P&L as well as efforts of 5 outside collectors and 2 support specialists – overseeing $1.7MM active and $900K non-active collection portfolios across Florida division.

- Led strategic planning, budgeting, forecasting, reporting, and development of metrics as well as goals.

- Slashed annual write-offs from 1.2% to .5%, totaling $650K.

- Led turnaround of 43% productivity rates through strategic restructuring of collections department following acquisition.

ad3c9g@r.postjobfree.com

305-***-****

linkedin.com/in/rolando-hernandez-86a64812

Miami, Florida

EXPERTISE

Program Implementation

Vendor Management

Resource Planning

Problem Resolution Recruiting & Training

Operational Analysis

Team Building

Leadership

Healthcare

Group and Individual Billing

Claims Processing

Utilization Review

Network Management

Strategic Planning

Cost Reduction

Business Continuity

IVR Planning and Implementation

Negotiation

Relationship Building

Bank of America Presidential Award

CEO Recognition for outstanding work in Call Center (First Services Residential Connection)

AWARDS

A proven leader with people-oriented and team building skills with over 20 years of call center industry, operational and continuous process improvements experience. I am seeking a challenging opportunity to manage a team and lead large projects where my advanced skills, extensive training, and many years of experience can be fully utilized.

Rolando Hernandez

Experienced Operations Director, Call Center, Outbound Sales, Claims, Vendor Management, Billing and Administration.

TECHNICAL SKILLS

Miami Dade College

Earned 48 credits towards an Associate in Arts degree 07/94 – 06/96

EDUCATION

English - Fluent

Spanish - Fluent

INTERESTS

Family

Traveling

Fishing

Boating

Attending professional sporting events

Volunteering

Listening to music

LANGUAGES

Call Center & Collections Manager Florida City Gas

Miami, FL September 2000 to August 2008

Spearheaded customer care operations, including strategy planning, and development of business cases based on cost, morale benefits, and impact.

Championed start-up and development of a blended call center, implementing best practices, business plans for revenue diversification, service scope expansion, and growth initiatives.

Managed $1.3M P&L, 20 direct/10 indirect field collection reports, and collection portfolios ($1.7M active/$900K non-active) for Florida division.

Recruited, built, and drove a talented team of 25 dedicated to newly-formed business systems practices during organizational transformation.

year.

Team Manager II at Bank of America

Miami, FL May 1996 to September 2000

Served on the leadership team, lead all call center operations for Multilanguage Operations including inbound and outbound

Oversaw operations of an 80-seat inbound call center for a leading financial institution.

Coordinated 85 direct and 450+ indirect reports.

Drove excellence in customer service, ensuring proper handling of inquiries, escalations, and requests processing.

Delivered performance reviews and development and implementation of staff programs, identifying and targeting opportunities for improvements.

Propelled customer satisfaction scores from 89.8% to 92.3% with the implementation of a Spanish-only queue.

Increased QA scores from 92% to 96% with the creation of a side-by-side monitoring process.

WORK EXPERIENCE CONTINUED

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