Summary
Overview
Work History
Skills
Languages
Phone - Number
Roles And Responsibilities
Languages
References
Timeline
Generic

DANNY HERNANDEZ

HOUSTON,USA

Summary

With a proven track record at Shell Energy, I excel in enhancing customer success through strategic planning and cross-functional coordination. My expertise in CRM software and strong leadership has significantly improved client relations, achieving a notable reduction in complaints. Skilled in regulatory compliance and conflict resolution, I drive initiatives that boost customer satisfaction and business growth. I'm a passionate individual in constant pursuit of excellence. Highly motivated for the next opportunity to be able to showcase my knowledge and growth.

Overview

14
14
years of professional experience

Work History

CUSTOMER SUCCESS MANAGER

Shell Energy
Houston, USA
03.2021 - Current
  • Stood up the CX B2C/B2B ERCOT PUCT complaint response team. Handled over 800 complaints in four years.
  • Created and enhanced new processes to improve customer experience and ensure compliance.
  • Reduced PUCT violations and overall complaint count through identifying process gaps, creating new/enhancing processes, coaching feedback, and detailed PUCT investigation reports for senior leadership in multiple departments.
  • SME for all B2C PUCT ERCOT complaints, escalations, and BBB complaints.
  • Analyzed customer data to identify trends, issues, and opportunities for improvement.
  • Managed customer inquiries and complaints in a professional manner.
  • Researched new technologies and initiatives to improve customer experience.
  • Collaborated with cross-functional teams to develop strategies for driving customer success.
  • Monitored competitor activities in order to stay ahead of the curve in terms of customer service offerings.
  • Coached team members on best practices for delivering exceptional customer experiences
  • Maintained up-to-date knowledge of industry trends related to customer success management
  • Gathered insights from customers through surveys, interviews, focus groups
  • Identified areas where current products are not meeting expectations or could be improved upon
  • Drove customer escalations to resolution by engaging directly with clients
  • Trained and mentored new team members to promote productivity, accuracy and friendly customer service
  • Led cross-functional initiatives to streamline processes and enhance customer experience
  • Collaborated with sales and marketing teams to identify upsell and cross-sell opportunities
  • Developed and maintained customer success documentation and resources
  • Established and monitored key performance indicators (KPIs) for customer success
  • Analyzed customer data to identify trends and inform business decisions
  • Advocated for customer needs within the organization, driving product improvements
  • Coordinated with technical support teams to resolve customer issues in a timely manner
  • Implemented customer feedback loops to gather insights and improve products and services
  • Managed crisis situations, ensuring minimal impact on customer satisfaction and loyalty
  • Delegated work to staff, setting priorities and goals
  • Evaluated individual and team business performance and identified opportunities for improvement
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs
  • Analyzed business performance data and forecasted business results for upper management
  • Interviewed prospective employees and provided input to HR on hiring decisions
  • Implemented quality control measures to uphold company standards

CUSTOMER SERVICE LEAD

National Gas & Electric
Houston, USA
03.2017 - 03.2021
  • Managed high-volume calls, boosting client satisfaction
  • Swiftly resolved diverse client issues, delivering effective solutions
  • Fostered robust client relations via tailored service
  • Implemented innovative call handling procedures, enhancing daily call capacity
  • Managed customer success through personalized technical support
  • Enhanced customer satisfaction by swift resolution of complaints
  • Improved support staff efficiency by escalating complex issues
  • Ensured data accuracy through meticulous entry into tracking systems
  • Fostered long-term business relationships by handling escalated concerns
  • Provided guidance and support to Customer Service Representatives on a daily basis
  • Created, implemented and maintained departmental policies and procedures
  • Developed customer service strategies to improve customer satisfaction ratings
  • Resolved escalated customer complaints in a timely manner
  • Assisted with the hiring process of new Customer Service Representatives
  • Trained newly hired Customer Service Representatives on company policies, procedures and protocols
  • Coordinated closely with other departments to ensure customer inquiries were resolved quickly and efficiently
  • Identified opportunities for process improvements within the department
  • Ensured compliance with all applicable laws and regulations related to customer service operations
  • Encouraged open communication between team members about best practices for handling difficult customers
  • Acted as liaison between management, customers and other stakeholders when needed

Account Manager

NRG
Houston, Texas
09.2014 - 02.2016
  • Ensured compliance with industry regulations when dealing with clients.
  • Negotiated contracts with clients to maximize revenue potential.
  • Drove sales of company products and services by meeting with customers using strategic and organized approach.
  • Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
  • Conducted market research to identify potential new customers.
  • Developed successful customer relationships to boost sales opportunities.
  • Monitored industry trends and made recommendations for changes in strategy accordingly.
  • Generated leads through cold calling activities.
  • Produced sales documents, finalized deals and filed records.
  • Onboarded new team members to integrate into organization.
  • Negotiated contracts and closed deals, focusing on long-term benefits for both the company and the client.
  • Resolved client issues and complaints in a timely and effective manner, ensuring client satisfaction.
  • De-escalated customer interactions by providing alternative solutions to issues.
  • Utilized CRM tools to track client interactions, sales opportunities, and account history.
  • Collaborated with marketing team to develop promotional materials for clients.
  • Managed multiple accounts simultaneously while meeting deadlines.

CALL CENTER SPECIALIST

Service King Collison Repair
Spring, USA
05.2011 - 09.2013
  • Contacted customers about potential service upgrades, new services and account changes.
  • Prevented key account losses by researching discrepancies and correcting problems.
  • Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
  • Provided feedback on the efficiency of the customer service process.
  • Navigated through computer systems to review information and respond appropriately to callers.
  • Demonstrated ability to remain calm during challenging situations with difficult customers.
  • Utilized computer technology to handle high call volumes efficiently.
  • Resolved customer complaints via phone, email, mail, or social media.

Skills

  • Customer retention
  • Upselling Techniques
  • CRM Software
  • Data Analysis
  • Performance Metrics
  • Client Relations
  • Regulatory Compliance
  • Conflict Resolution
  • Strong Leadership
  • Business Analysis
  • Cross-functional coordination
  • Customer relationship building
  • Strategic planning
  • Inter-department collaboration
  • Staff mentoring & leadership
  • Business development
  • Research and due diligence
  • Training programs
  • Report analysis
  • Records management
  • Revenue growth
  • Customer service
  • Stakeholder management
  • Strategic communications
  • Team building
  • Training and mentoring
  • Microsoft Excel
  • Complaint Tracking
  • Project Management
  • Timelines
  • Compliance implementation
  • Negotiation
  • Presentations
  • Attention to Detail
  • Written communication
  • Compliance knowledge, contract review
  • Key Performance Indicators

Languages

  • English, Highly proficient
  • Spanish, Highly proficient

Phone - Number

8328538208

Roles And Responsibilities

  • Developed and maintained relationships with customers to facilitate user engagement and satisfaction.
  • Analyzed customer data to identify trends, issues, and opportunities for improvement.
  • Managed customer inquiries and complaints in a professional manner.
  • Researched new technologies and initiatives to improve customer experience.
  • Collaborated with cross-functional teams to develop strategies for driving customer success.
  • Monitored competitor activities in order to stay ahead of the curve in terms of customer service offerings.
  • Coached team members on best practices for delivering exceptional customer experiences.
  • Maintained up-to-date knowledge of industry trends related to customer success management.
  • Gathered insights from customers through surveys, interviews, focus groups.
  • Identified areas where current products are not meeting expectations or could be improved upon.
  • Drove customer escalations to resolution by engaging directly with clients.
  • Trained and mentored new team members to promote productivity, accuracy and friendly customer service.
  • Led cross-functional initiatives to streamline processes and enhance customer experience.
  • Collaborated with sales and marketing teams to identify upsell and cross-sell opportunities.
  • Developed and maintained customer success documentation and resources.
  • Established and monitored key performance indicators (KPIs) for customer success.
  • Analyzed customer data to identify trends and inform business decisions.
  • Advocated for customer needs within the organization, driving product improvements.
  • Coordinated with technical support teams to resolve customer issues in a timely manner.
  • Implemented customer feedback loops to gather insights and improve products and services.
  • Managed crisis situations, ensuring minimal impact on customer satisfaction and loyalty.
  • Delegated work to staff, setting priorities and goals.
  • Evaluated individual and team business performance and identified opportunities for improvement.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Analyzed business performance data and forecasted business results for upper management.
  • Interviewed prospective employees and provided input to HR on hiring decisions.
  • Implemented quality control measures to uphold company standards.

Languages

English
Professional
Spanish
Professional

References

References available upon request.

Timeline

CUSTOMER SUCCESS MANAGER

Shell Energy
03.2021 - Current

CUSTOMER SERVICE LEAD

National Gas & Electric
03.2017 - 03.2021

Account Manager

NRG
09.2014 - 02.2016

CALL CENTER SPECIALIST

Service King Collison Repair
05.2011 - 09.2013

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DANNY HERNANDEZ