JENNIFER HERNANDEZ
Los Angeles,CA
Summary
Proven leader in enhancing customer success and driving revenue growth, with a notable tenure at CEB UCLA. Expert in CRM software and customer relationship building, I've spearheaded initiatives that significantly improved client retention and satisfaction. The strategic approach to business development and team leadership has consistently resulted in surpassing sales targets and fostering collaborative environments. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
15
15
years of professional experience
Work History
Customer Success Manager
CEB UCLA
11.2020 - Current
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
- Collaborated with sales team to ensure seamless handoffs, resulting in smoother customer transitions.
- Conducted regular account reviews to assess progress and strategize future growth opportunities for clients.
- Enhanced customer satisfaction by proactively addressing concerns and providing tailored solutions.
- Conducted post-implementation follow-ups to solicit valuable feedback from customers, enabling further enhancements in service quality.
- Managed a portfolio of 150+ accounts, maintaining strong relationships and ensuring high levels of satisfaction.
- Created customer support strategies to increase customer retention of 95%.
- Identified upsell opportunities through frequent account reviews, contributing to increased revenue generation.
- Implemented best practices in the realm of Customer Success Management, elevating company-wide standards.
Human Resources Manager
QUALITY PAINTWORKS
11.2010 - 11.2020
- Managed employee relations issues professionally, resolving conflicts efficiently while maintaining confidentiality at all times.
- Maintained accurate HR records in compliance with applicable laws, ensuring efficient data retrieval when required.
- Conducted thorough internal investigations, addressing employee concerns with fairness and transparency.
- Maintained payroll and benefits for employees in various locations, minimizing financial discrepancies through detailed program management.
- Streamlined HR processes for increased efficiency, reducing paperwork and manual tasks through automation.
Basic Needs Coordinator
COMMUNITY PROGRAMS OFFICE, UCLA
10.2017 - 06.2019
- Entered data, generated reports, and produced tracking documents.
- Improved team productivity with regular communication and progress updates, fostering a collaborative work environment.
- Enhanced operational workflows by maintaining well-organized documentation systems and updating records accurately as needed.
- Gathered and organized materials to support operations.
- Managed project timelines for successful completion, ensuring milestones were met and deadlines were adhered to.
- Collaborated with department heads to develop strategic plans aligning with overall company objectives, fostering a unified approach toward shared goals.
Computer Lab Assistant
LOS ANGELES VALLEY COLLEGE
09.2015 - 06.2017
- Supported all computer lab operations.
- Promoted digital literacy among students by guiding them in using various software programs.
- Improved user satisfaction by providing timely technical assistance to faculty, staff, and students.
- Advised users on best practices for data storage and retrieval to prevent loss or corruption of important files.
- Enhanced computer lab efficiency by maintaining and troubleshooting hardware and software issues.
- Provided support during special events requiring computer lab usage, ensuring seamless setup and operation throughout the event duration.
Sales Manager
EXTERIOR SOLUIONS
03.2010 - 03.2014
- Handled customer relations issues, enabling quick resolution, and client satisfaction.
- Built long-lasting client relationships through excellent customer service and consistent followups.
- Led a successful sales team by providing motivational coaching and performance-based incentives.
- Organized regular sales meetings to review progress, share best practices, and set achievable targets for continued success.
- Overcame objections from potential clients by addressing concerns effectively and offering customized solutions based on their unique needs.
- Consistently met or exceeded quarterly sales targets by 200% through diligent effort and persistence in closing deals.
- Maintained ethical and positive working environment to reduce turnover and promote high retention rates.
Education
Bachelor of Arts - CHICANA/O STUDIES
UNIVERSITY OF CALIFORNIA, LOS ANGELES
Los Angeles, CA06.2020
Bachelor of Arts - SOCIOLOGY
UNIVERSITY OF CALIFORNIA, LOS ANGELES
Los Angeles, CA06.2019
Associate of Arts - SOCIOLOGY
LOS ANGELES VALLEY COLLEGE
Los Angeles, CA05.2017
Skills
- Customer Retention
- CRM Software
- Negotiation and Conflict Resolution
- Training and mentoring
- Revenue Growth
- Strategic communications
- Stakeholder Management
- Work Planning and Prioritization
- Team Leadership
- Pipeline Development
Languages
Spanish
Native or Bilingual
Timeline
Customer Success Manager
CEB UCLA
11.2020 - Current
Basic Needs Coordinator
COMMUNITY PROGRAMS OFFICE, UCLA
10.2017 - 06.2019
Computer Lab Assistant
LOS ANGELES VALLEY COLLEGE
09.2015 - 06.2017
Human Resources Manager
QUALITY PAINTWORKS
11.2010 - 11.2020
Sales Manager
EXTERIOR SOLUIONS
03.2010 - 03.2014
Bachelor of Arts - CHICANA/O STUDIES
UNIVERSITY OF CALIFORNIA, LOS ANGELES
Bachelor of Arts - SOCIOLOGY
UNIVERSITY OF CALIFORNIA, LOS ANGELES
Associate of Arts - SOCIOLOGY
LOS ANGELES VALLEY COLLEGE
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