Jahaida Hernandez
Jersey City,NJ
Summary
Results-driven Operations Manager with over 12 years of experience leading high-volume business functions and government operations. Proven ability to drive sales growth, improve operational efficiency, deliver exceptional customer service and leading high performing teams. Bilingual professional recognized for leadership, relationship building, and cross-functional collaboration. Revenue focused with expertise in consultative sales, account management and regulatory compliance. Proven ability to streamline processes and improve productivity through effective leadership. Demonstrated proficiency in team coordination and problem-solving in fast-paced environments.
Overview
20
20
years of professional experience
1
1
Certification
Work History
CLIENT SERVICES & OPERATIONS MANAGER
State Farm
Jersey City, NJ
04.2013 - Current
- Manage daily office operations supporting sales, service, and administrative functions
- Generate and convert leads while meeting or exceeding sales objectives
- Oversee end to end service operations, resolving complex client issues to improve retention rates and referrals
- Developed office procedures, streamlining communication channels between teams and clients.
- Trained and mentored junior staff, fostering a collaborative and productive work environment.
- Implemented process improvements, enhancing operational efficiency and profitability across various departments.
- Coordinated schedules and meetings, optimizing time management for executives and team members.
EXECUTIVE COORDINATOR
City of Jersey City – Mayor's Action Bureau
Jersey City
01.2006 - 12.2012
- Partnered with executive leadership to coordinate strategic initiatives an operational priorities.
- Provided resources, services, and information to residents
- Supported administrative reporting and daily operations
- Managed executive calendar, aligning scheduling with organizational goals and time sensitive initiative
- Liaised with internal teams and external partners to facilitate communication and project alignment.
- Mentored junior administrative staff, promoting skill development and teamwork within the office.
Education
Bachelor of Arts - Communications
William Paterson University
Wayne, NJSkills
- Operations Management
- Insurance Sales (Auto, Home, Life)
- Client Relationship Management (CRM)
- Regulatory Compliance
- Team Leadership and Development
- Customer Service Excellence
- Revenue Growth Strategy
- Microsoft Office Suite, Excel and System management
- Bilingual: English & Spanish
- Office administration
- Licensed Insurance Agent
Accomplishments
- Increased annual revenue by 30% through strategic cross-selling and client retention initiatives.
- Grew client portfolio by 25% within 2 years through consultative sales and referral development
- Developed new revenue streams that increased overall profitability
Certification
New Jersey State Licensed Insurance Agent
Timeline
CLIENT SERVICES & OPERATIONS MANAGER
State Farm
04.2013 - Current
EXECUTIVE COORDINATOR
City of Jersey City – Mayor's Action Bureau
01.2006 - 12.2012
Bachelor of Arts - Communications
William Paterson University