JOHNNY HERNANDEZ
Las Vegas,Nevada
Summary
Proactive and meticulous leader with over 25 years of experience in the financial services industry, including a solid background in collections and call center operations, business analysis, client success, strategic planning, system implementation, and pre/post sales consultation. Comprehensive experience in product and project management .
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
25
25
years of professional experience
1
1
Certificate
Work History
Director of Client Success
FINVI, FORMALY ONTARIO SYSTEMS
03.2021 - 07.2022
- Managed end-to-end client relationships representing $10M in revenue.
- Averaged 250k in upsell and renewal opportunities on quarterly basis.
- Increased NPS response rate by 350%, resulting in 15 point NPS improvement.
- Developed segmentation plan for key client management, focusing on driving product adoption, leading positive client experience, driving growth through new business and renewals, and net retention improvements.
- Project-managed solution implementation process with service delivery, sales, analytics, technical, and operations staff.
- Developed, coached, and mentored a team of five client success managers.
Senior Advisor
TRANSUNION LLC
05.2016 - 12.2020
- Managed third-party collection initiatives representing $50M in annual revenue.
- Averaged $3M in new business opportunities on an annual basis.
- Created and executed strategic growth plans in existing customer base to meet corporate goals.
- Maintained deep technical knowledge in product suite in order to facilitate authoritative communications with customers and internal stakeholders.
- Demonstrated products and specific features at customer locations and special events.
- Maintained strong customer relationships and engaged multiple business, technical, and analytic resources to ensure products and configurations remained relevant to customer’s business.
- Collaborated with senior management and business line management to identify and prioritize new concepts for development and launch.
Business Analyst
EVERI
01.2014 - 05.2016
- Executed all aspects of requirements delivery, planning, elicitation, analysis and documentation, management, and support of eWallet payment solution.
- Created user stories to increase degree of detail for acceptance criteria, assumptions, constraints, and dependencies.
- Assisted development staff with drafting project plans, advising personnel on milestone planning.
- Investigated and addressed system issues to enhance usability and improve functionality.
- Successfully implemented eWallet across several customer platforms.
Business Systems Analyst
FRONTIER FINANCIAL GROUP
01.2013 - 12.2013
- Identified needed business improvements and determined appropriate systems required to implement solutions.
- Consulted with decision makers, system owners, and end-users to define business, financial, operational requirements, and system goals.
- Collaborated on plan, design, development, and deployment of new applications and enhancements to current system.
- Defined activities and tasks to meet business requirements and develop project work plans
- Developed automated third-party collections management system to oversee recalls, returns, updates, and reconciliation in agency network.
- Trained personnel in use of systems.
Collections Manager
FRONTIER FINANCIAL GROUP
01.2011 - 01.2013
- Created and maintained strategic plans and initiatives to achieve client and business performance goals, increase profitability, and ensure compliance.
- Managed direction and oversight of collection processes, strategies, outbound call campaigns, and inbound/IVR call routing.
- Trained and mentored new employees on collection methods, documentation requirements and performance strategies.
- Implemented self-service payment portal, integrated contact management system, and automated batch skip trace waterfall system.
- Developed performance metric and KPI's.
Outsource Solutions Manager
FINANCIAL MANAGEMENT SYSTEMS
12.2008 - 12.2010
- Created and maintained strategic plans and initiatives to achieve client and business performance goals, increase profitability, and ensure compliance.
- Implemented and managed integrated contact management system for 200 collection associates across multiple sites.
- Implemented self-service payment portal and automated batch skip trace waterfall system.
- Developed and managed KPI's to measure strategy and agent performance.
- Managed all third-party data and technology vendor relationships.
- Trained and mentored mid-management on collection methods, documentation requirements and performance strategies.
Director of First Party Collections
VAN RU CREDIT CORPORATION
07.2006 - 12.2008
- Coordinated daily operations and program development to recover net rolling to charge-off debts
- Generated $8.5M annually with 120 direct reports.
- Aligned organizational objectives with company mission, increasing revenue, profit and business growth.
- Identified process improvement opportunities to establish better controls and save over $500k annually.
- Created strategic plans and initiatives to achieve client and business performance goals, increase profitability, and ensure compliance.
- Created clear and effective policies governing all aspects of employee work and interaction with consumers.
- Collected and analyzed call center statistics and KPI's
- Established and enforced internal controls, workflows and policies for tracking, reconciling and reporting on collections activities.
- Established performance goals for department and provided methods for reaching milestones.
Outsource Resource Manager
VAN RU CREDIT CORPORATION
04.2004 - 07.2006
- Managed all third-party data and technology vendor relationships
- Implemented and managed integrated contact management systems for 1000 collection associates across multiple sites.
- Implemented self-service web payment portal, recovery modeling and automated batch skip trace waterfall systems.
- Managed skip trace operations with 45 associates across multiple sites.
- Created and maintained strategic plans and initiatives to achieve client and business performance goals, increase profitability, and ensure compliance.
- Trained and mentored mid-management on collection methods, documentation requirements and performance strategies.
Command Center Supervisor
CREDIT ONE BANK, FORMERLY FNBM
02.1997 - 04.2004
- Implemented and managed several outbound and inbound contact management systems.
- Managed system effectiveness and proper utilization for 300 collection associates
- Developed collection strategies to accurately forecast and structure collections department outbound campaigns.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Trained, managed and developed four dialer production coordinators and two report analysts.
- Served as liaison among customer service, fraud, IT, and telecommunications departments.
- Tracked and reported all call center and collections activity.
Education
Business Systems Administration
BRIGHTWOOD COLLEGE
Las Vegas, NV12.1998
Skills
- Industry Expertise
- Analytical and Critical Thinker
- Customer Experience Management
- Leadership and People Development
- Interdepartmental Collaboration
- Business Development
- Strategic Planning
- Retention Strategies
- Call Center Operations
- Okrs and KPIs
- Business Analysis
- Technology Implementation
- Process Improvement
- CRM Software
- Microsoft Office
Certification
Certified Receivables Compliance Professional (CRCP)
Certified Credit and Collection Compliance Professional (CCCP)
Business Systems Administrator
Timeline
Director of Client Success
FINVI, FORMALY ONTARIO SYSTEMS
03.2021 - 07.2022
Senior Advisor
TRANSUNION LLC
05.2016 - 12.2020
Business Analyst
EVERI
01.2014 - 05.2016
Business Systems Analyst
FRONTIER FINANCIAL GROUP
01.2013 - 12.2013
Collections Manager
FRONTIER FINANCIAL GROUP
01.2011 - 01.2013
Outsource Solutions Manager
FINANCIAL MANAGEMENT SYSTEMS
12.2008 - 12.2010
Director of First Party Collections
VAN RU CREDIT CORPORATION
07.2006 - 12.2008
Outsource Resource Manager
VAN RU CREDIT CORPORATION
04.2004 - 07.2006
Command Center Supervisor
CREDIT ONE BANK, FORMERLY FNBM
02.1997 - 04.2004
Business Systems Administration
BRIGHTWOOD COLLEGE
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