Henry Hernandez
Pembroke Pines,FL
Summary
CAREER SUMMARY: A customer focused, results driven Operations Executive with proven results in strategic planning, project management and process improvement dedicated to delivering exceptional experiences. I focus on building cohesive, cross functional teams which thrive on process, results and member satisfaction. Quickly grasp complex concepts, analyze and interpret data to develop & implement process driven initiatives. Demonstrated ability to motivate staff to perform at maximum levels & reduce expenses. Expert in combining financial and business planning with tactical execution to optimize long-term gains in performance, revenues and profitability. Proven experience in quality operations, utilizing Lean, Six Sigma principles. Core expertise includes: - Dynamic Operations Leader - Process Improvement - Six Sigma Black Belt - Employee Training & Development - Budget Optimization - Change Management - Project Implementation & Management - Sales Planning & Forecasting - Strategic Planning - Client/Vendor Management - Process Reengineering - Billing & Enrollment - RFP & Technology implementation - P&L Management - Lean Management Dynamic and performance-driven business professional with high integrity, strong work ethic and great leadership skills. Meticulous and resourceful Business Manager with proven success leading productive teams, controlling budgets, networking to drive growth initiatives and marketing to maximize brand outreach.
Overview
20
20
years of professional experience
Work History
Director of Operations
Generali Global Assistance
05.2022 - Current
- Lead 4 global service divisions, supporting client service, emergency assistance and claims management on a global level
- Implement innovative transformation initiative enhancing telephony and self-service user interfaces impacting web, chat, mobile and application services
- Introduce blended service teams that reduced new hire ramp-up time by 32% and increased employee effectiveness by 27%
- Designed and executed a CX initiative improving the customer experience resulting in a 98.5% Quality Experience score and 4.9 out 5 PCS result within 60 days of implementation
- Launched AI functionality reducing handle time by 52 seconds per interaction
- As a result, re-purposed 16 FTE to implement a White Glove initiative for premium clients.
Director
Alivi, NEMT
01.2019 - 04.2022
- Responsible for developing products & services that make Alivi indispensable to our health plan partners, including Centene, Sunshine Health, Wellcare, CarePlus Devoted Health and many more, focused on improving member satisfaction and member retention
- Design and implement proprietary digital services including a cloud-based scheduling portal, member application, provider portal and a Customer Journey
- Own and implemented a cloud-based, telephony initiative utilized by Contact Center; Introduced new IVR based virtual assistant facilitating NEMT intake requests & return rides
- Promote a metrics driven culture focused on the Customer Experience resulting in consistently meeting CMS Medicaid and Medicare SLA’s
- Cultivate and maintain external relationships with key customers; Implement initiatives driving sales growth, market share and revenue
- Manage health plan accounts, implementing benefit-based services; develop strategic collaborations and initiatives designed to scale services while reducing unit costs
- Lead Joint Operating Committee meetings
- Ride2MD
President of Operations & Customer Service
07.2017 - 01.2019
- Responsible for call center operations, servicing 9,500 calls and scheduling 13.500 rides daily
- Establish provider networks; contracting, credentialling & onboarding; Collaborate with health plan partners to manage and enhance provider services
- Managed Medicare and Medicaid benefits for health plan members
- Developed & executed business development strategies re-invigorating service initiatives, ensure HIPPA compliance, expand business lines & drive growth with existing customer base
- Responsible for financial, administrative and operational business initiatives resulting in expanding service areas, improved member utilization and 5-star service ratings
- Facilitate monthly performance review and quarterly JOC meetings
- Led sales volume growth of 27% in core market in 7 months
- Execute a cohesive strategy for disciplined growth across operational business units
- Foster a positive, values-based team by fostering open communication and implementing cross-functional collaborations driving cultural inclusivity and trust building for all
- Responsible for safely transporting 4,500,000 lives.
Director of Call Center
Windhaven Insurance
11.2015 - 07.2017
- Responsible for call center operations, driving growth of center FTE from 23 to 300
- Scope of accountability included P&L, operations, recruiting, training and vendor management
- Oversight of operations, sales, service, quality assurance, compliance and training teams
- Developed and implemented organizational KPI’s designed to drive employee performance, reduce waste and encourage collaboration amongst team members
- Platform28 – Director of Customer Success & Project Management
09.2014 - 11.2015
- Managed transition of premise-based telephony to proprietary, cloud-based solutions
- Responsibilities included client management, RFP’s, SOW’s, accounting, client satisfaction, training and consultative services for contact center best practices
- Responsible for Project Management of all new business contracts, timelines, product roadmap and service deliverables.
Call Center & Training Director
US Gas & Electric
01.2004 - 09.2014
- Launched a 450-seat Call Center and service center
- Responsible for P&L, Recruiting, KPI’s & operations
- Develop and deliver Customer Care Experience initiatives geared to engage target audiences, increasing customer retention
- Identify opportunities to promote brand loyalty
- Responsible for Customer Care/Retention strategy for phone, chat, IVR, email and daily performance of outsourced service solutions.
Center Operations & Training Manager
HomeServe USA
05.2009 - 03.2011
- Led inbound & outbound sales initiatives, resulting in 32% increase in performance
- Optimize sales strategies to increase sales and identify upsell opportunities, year-over-year
- Responsible for KPIs including sales, conversion, AOV, LTV and standard contact center SLAs
- Execute leadership functions including policy creation, implementation and adherence, employee development, capacity / workforce management & process workflow.
Director of Call Center & Business Development
Mercedes
Benz
08.2006 - 05.2009
- Implemented a centralized, Call Center for 14 high-line dealerships division of the company
- Focus on improving sales quality assurance, customer service and supplemental sales of F&I products within the 14 highline dealerships
- Responsible for contact center operations, customer loyalty, P&L & new business initiatives
- Led supplemental sales growth by 23 million by implementing new outbound initiatives for service contracts, extended warranties and GAP products with existing sales and service staff
- Implement Customer focused initiatives increasing brand loyalty resulting in 28% customer retention.
Education
Bachelor of Arts - Business Administration And Management
06.2010
Skills
- Performance Assessment
- Business Leadership
- Performance Evaluation and Monitoring
- Customer Service Management
- Management Team Building
- Problem Anticipation and Resolution
- Program Optimization
- Operations Oversight
- Leadership Training
Languages
Spanish
Native/ Bilingual
Timeline
Director of Operations - Generali Global Assistance
05.2022 - Current
Director - Alivi, NEMT
01.2019 - 04.2022
President of Operations & Customer Service -
07.2017 - 01.2019
Director of Call Center - Windhaven Insurance
11.2015 - 07.2017
-
09.2014 - 11.2015
Center Operations & Training Manager - HomeServe USA
05.2009 - 03.2011
Director of Call Center & Business Development - Mercedes
08.2006 - 05.2009
Call Center & Training Director - US Gas & Electric
01.2004 - 09.2014
University of Phoenix - Bachelor of Arts, Business Administration And Management
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