Kimberly Hernandez

An experienced supervisor who is enthusiastic about contributing to the success of the team through hard work, attention to detail, and excellent organizational skills. Passionate about creating a positive and functional work environment while meeting both departmental and client quality standards. Client satisfaction is at the core of Kimberly's work ethic, and strives to build, maintain, and improve client relationships to help ensure the highest level of service.

• Over 18 years of combined experience in Customer Service and Client Services within the PBM industry
• Management of direct reports responsible for call handling of in-bound calls focusing on average speed of answer and quality assurance
• Oversight of high-profile dedicated client accounts
• Management of direct reports responsible for the configuration of client benefits focusing on accuracy to minimize financial implications
• High success rate in improving workload output, processes, and client relationship by implementing best practices
• Led major initiatives to address critical business challenges.
• Development of on boarding and training support
• Ability to quickly adapt to new accounts, identify areas of opportunities and effectively implement necessary changes to produce positive results that meet the client’s expectations
• Oversight of domestic and offshore Contact Center sites
• Highly motivated and dependable who can work well independently and in a team environment
• Excellent verbal and written communication skills to effectively build client relationships and convey information
• Professional and approachable demeanor
• Reputable