L I Z H E R N A NDEZ

S K I L L S

Spanish - Customer Service – Operations

Relationship Building - Program/Project Management Analytical Skills - Account Management – Marketing CRM and Salesforce – Tableau - SaaS

Tableau

Tableau

E X P E R I E N C E

GLOBAL CUSTOMER RETENTION PROGRAM MANAGER

GROUPON Dec. 2019 – April 2020

Managed Global Customer Retention and Engagement programs for NA and INTL markets.

Engaged closely with global contact centers to drive program implementation, adoption, compliance - increased NA CSAT by 40pp in Q1.

Successfully expanded Customer Retention Program to additional INTL markets in Q1.

Tracked, analyzed and reported results of retention programs to ensure KPIs and financials were met- increased retention program CSAT to an average of 96% globally in Q1.

Implemented process improvements, best practices, Global Engagement Newsletter and weekly calls.

Managed Tableau dashboards for retention programs. RESOLUTION TEAM GROUPON

March 2019 – Dec. 2019

Assisted in the revamp of the Resolutions Team research process.

Responsible for identifying areas of opportunity in current process and suggesting improvements.

Pilot tested process improvements to ensure they performed at optimal levels of efficiency.

Performed research for escalated merchant issues and recommended require action to minimize the financial impact and increase customer retention.

O B J E C T I V E

A creative problem-solver who is energized

by dealing with a variety of challenges in

fast-paced environments. With 10+ years of

customer retention, program management

and operations experience.

adhsg5@r.postjobfree.com

773-***-****

linkedin.com/in/lizhernandezpr/

L E A D E R S H I P

GROUPON FOR LATINOS

Lead Business Resource Group Recruitment team,

which collaborates with the Talent Acquisition

team and I&D team to help diversify Groupon's

global talent pipeline.

2

DIGITAL CUSTOMER SUPPORT GROUPON

Dec. 2018– March 2019

Provided customer support for Social Media and Facebook Marketplace.

Drove Engagement & Growth for Spanish speaking market.

Delivered a positive customer experience.

CUSTOMER SUCCESS MANAGER AFFINITIV INC.

Nov. 2017 – Dec. 2018

Responsible for developing and maintaining client relationships with Presidents, VPs, and C-level executives of 100 luxury dealerships in the Midwest, totaling $12M ARR.

Became a trusted advisor with clients by deeply

understanding their business and aligning their needs to our solutions.

Oversaw the marketing campaign fulfillment process including approval of campaign estimates, campaign set up, production and launch.

Executed analysis of clients’ campaign performance metrics to deliver consultative business reviews.

Lead ongoing strategic customer meetings to communicate strategic recommendations, best practices and process improvements.

BACK OFFICE H&M CUSTOMER SERVICE CENTER

May 2012 – Nov. 2017

Assisted Front Line Agents and escalated customers via phone/email by offering updates/resolutions to claims.

Responsible for customer satisfaction and retention.

Served as liaison between customers and District/Risk Management for all escalated customer service related issues in the US.

Developed and implemented workflow processes, QA, agent trainings and policies.

Created weekly/monthly reporting for District/Regional Management, Store Management and various departments within the Support Office.

E D U C A T I O N

Public Relations Columbia College

Academic Excellence Scholarship recipient

Business Analytics Specialization

University of Pennsylvania

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