Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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Brian Hernandez

Fort Worth

Summary

Strategic leader in quality assurance, customer service training, and leadership training with over 5 years of experience in management and senior management roles. I specialize in creating impactful learning and development programs in e-commerce environments. Proven track record in enhancing service delivery, customer satisfaction, and operational excellence. Skilled in cross-functional collaboration, programmatic success in customer experience, and leading diverse, nationally distributed teams. Aspiring to leverage my expertise in customer enablement, drive strategic initiatives, and contribute to sustainable customer success at a large scale.

Overview

11
11
years of professional experience

Work History

Customer Care Agent

Bulletproof Coffee
11.2023 - Current
  • Manage and resolve 80+ customer contacts per day, processing returns, exchanges, escalations, and managing accounts
  • Monitor and respond to agent inquiries in the live chat
  • Maintained 99% SLA, FCR, and AHT under 5 minutes
  • Created and established training and quality content for the Customer Care Department
  • Extended leadership experience to facilitate leadership and life coaching workshops for the company.

Certified Life Coach

10.2023 - Current
  • Facilitated individual coaching sessions to support personal development and goal achievement.
  • Developed customized action plans based on client assessments and needs.
  • Supported clients in identifying unhealthy patterns in behavior or thinking processes that were preventing them from reaching their desired outcomes.

Layoff Gap

‎
08.2022 - 10.2023
  • Utilized the transition period post layoff for strategic professional development, founding a life coaching venture to enhance personal and organizational performance, reflecting a commitment to continuous learning and development
  • Provided consultancy services to a startup, spearheading the creation of a Learning & Development framework, which catalyzed improvements in employee engagement and performance through bespoke, scalable educational strategies
  • Applied expert knowledge in motivational coaching to support a diverse clientele in achieving their career and personal goals, enhancing my adeptness in empathetic leadership and customized development planning
  • Engaged in advanced studies of e-learning and remote training technologies, maintaining cutting-edge competence in educational trends and practices, ensuring readiness for large-scale and scalable training solutions.

Senior Learning & Development Manager

GameStop
Grapevine
04.2021 - 08.2022
  • Pioneered the establishment of the Quality Assurance and Training departments at GameStop, spearheading a team to cultivate a culture of excellence in customer service and learning, pivotal to the company's international growth and reputation for service quality
  • Developed and implemented a strategic coaching framework that improved the skills and performance of customer-facing teams, leading to a 50% increase in customer satisfaction and a 35% rise in productivity metrics
  • Orchestrated the integration of Salesforce for Quality Assurance, creating a data-driven quality measurement system that significantly enhanced service standards and operational efficiencies across multiple regions
  • Championed a data-driven quality assurance strategy, leading to a comprehensive process overhaul and a 20% improvement in overall quality scores, directly impacting customer retention and satisfaction
  • Forged strategic alliances with top-tier e-learning providers to roll out cutting-edge learning solutions, enhancing the effectiveness of training programs and contributing to a scalable learning infrastructure
  • Partnered with BPO firms to streamline training and development processes, utilizing stakeholder feedback to drive strategic improvements, resulting in a marked increase in customer loyalty and an enhanced service footprint.

Senior Operations Manager

Jefferson Dental & Orthodontics
Dallas
08.2020 - 04.2021
  • Led operational and training oversight for a call center and 70+ clinics, managing a diversified team to drive service excellence and operational consistency, aligning with overarching customer satisfaction goals
  • Designed and executed comprehensive training and development programs, achieving a 15% increase in conversion rates and elevating customer experience through enhanced service standards
  • Established Jefferson Dental University to promote continuous learning and professional growth, significantly improving operational efficiency and maintaining high service quality
  • Developed and implemented training initiatives targeting customer service excellence, leadership, and compliance, resulting in a 20% improvement in training efficacy and adherence to best practices
  • Leveraged data analytics to refine training programs and align with organizational performance objectives, thereby boosting employee engagement and satisfaction levels
  • Tailored training solutions to specific departmental requirements, ensuring optimal relevance and compliance, and thus bolstering overall service quality and operational effectiveness
  • Collaborated with BPO partners to standardize and uplift call center operations, enhancing the quality of training and service delivery across the organization.

Learning & Development Manager

Chewy.com
Dallas
01.2018 - 03.2020
  • Led the transformation of learning and development at Chewy.com, managing a call center of 500+ employees and leveraging advanced eLearning platforms to significantly enhance onboarding and ongoing skill development, directly correlating with a 30% improvement in customer satisfaction scores
  • Played a pivotal role during the organizational growth phase, creating and scaling an L&D framework that supported rapid expansion and led to a sustained increase in customer service quality
  • Established and managed strategic partnerships with technology vendors to integrate cutting-edge learning systems, enhancing the educational ecosystem and driving significant advancements in training program effectiveness
  • Initiated and oversaw comprehensive coaching and talent retention strategies, achieving a 40% uplift in employee performance metrics and contributing to a robust culture of service excellence and customer satisfaction
  • Innovated training practices with the implementation of LMS-based simulations, resulting in a substantial reduction in operational errors and enhancing customer experience, evidenced by a 20% increase in customer satisfaction and loyalty metrics.

Recruiter

Chewy.com
Fort Lauderdale
04.2017 - 01.2018
  • Promoted for talent recognition and nurturing in training, tasked with sourcing and hiring 70+ agents monthly before relocation to Dallas, TX and launching Chewy’s 2nd call center.

Training Supervisor

Chewy.com
Fort Lauderdale
01.2016 - 01.2017
  • Expanded training team as Training Supervisor by onboarding additional trainer headcount, overseeing recruitment efforts to increase new hire capacity.

Customer Service Trainer

Chewy.com
Fort Lauderdale
01.2015 - 01.2016
  • Managed new hire training for classes of 30+ while enhancing content and implementing strategies to improve knowledge retention.

Customer Service Agent

Chewy.com
Fort Lauderdale
01.2014 - 01.2015
  • Achieved top scores in all CS categories and Employee of the Year accolade in <6 months, prompting promotion to Lead position.

Customer Service Lead

Chewy.com
Fort Lauderdale
01.2015
  • Excelled in coaching and leadership, overseeing 50+ agents, handling escalations, and providing real-time agent coaching, leading to promotion to trainer.

Education

McArthur High School
Hollywood, FL

Skills

  • Budgeting and Financial Management
  • Recruiting
  • Employee Onboarding
  • Talent Acquisition and Development
  • Employment law and compliance
  • Call center management
  • Content creation
  • Instructional design
  • Time management
  • Relationship Management
  • Stakeholder Management
  • Customer Enablement and Engagement
  • Emotional Intelligence
  • Data-Driven Decision Making
  • e-Learning Tools
  • Learning Management Systems
  • Microsoft Office Suite
  • Effective Communication
  • Remote Team Management
  • Team Collaboration and Management
  • Leadership Development
  • Executive Coaching
  • Strategic Program Development
  • Talent Development Strategies
  • Performance Evaluation and Feedback
  • Operational Excellence
  • Process Optimization
  • Workflow Development
  • Change Management

Accomplishments

  • Certified Professional Life Coach - Texas A&M University: A testament to my commitment to understanding and enhancing individual motivation and performance, key skills in adult learning and development.
  • Associate Professional in Talent Development (Fully trained, uncertified): Demonstrating continued dedication to my professional growth and expertise in the field of talent development.
  • Certified Mastery in Quality Assurance: Recognition of my proficiency in quality control processes, underscoring my commitment to delivering high-quality training and customer service.
  • Stevie Award for Customer Service Department of the Year (2017 & 2018): Led Chewy's customer service team to win this prestigious award, reflecting my ability to build effective teams and drive exceptional service standards.
  • Newsweek's Best Customer Service Recognition (2019): Contributed significantly to Chewy's recognition for outstanding customer service, highlighting my skills in developing and implementing customer-focused training programs.
  • Employee of the Year, Chewy (2015): Awarded for outstanding performance and contributions to the company’s success, showcasing my ability to drive results and lead by example.
  • Leader of the Month, GameStop (April 2022): Recognized for exemplary leadership in pioneering the creation and implementation of the Training Department and Quality Assurance team, demonstrating my ability to lead strategic initiatives and foster team development.

Timeline

Customer Care Agent

Bulletproof Coffee
11.2023 - Current

Certified Life Coach

10.2023 - Current

Layoff Gap

‎
08.2022 - 10.2023

Senior Learning & Development Manager

GameStop
04.2021 - 08.2022

Senior Operations Manager

Jefferson Dental & Orthodontics
08.2020 - 04.2021

Learning & Development Manager

Chewy.com
01.2018 - 03.2020

Recruiter

Chewy.com
04.2017 - 01.2018

Training Supervisor

Chewy.com
01.2016 - 01.2017

Customer Service Trainer

Chewy.com
01.2015 - 01.2016

Customer Service Lead

Chewy.com
01.2015

Customer Service Agent

Chewy.com
01.2014 - 01.2015

McArthur High School

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Brian Hernandez