Kristie Hernandez
Waxahachie,TX
Summary
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 monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
34
34
years of professional experience
Work History
MANAGER, CONTACT CENTER SERVICES
Co-op Solutions
05.2023 - Current
- Coach, Develop and mentor people leaders and their direct reports in a 500 plus-seat call center
- Work with internal and external partners to ensure all exceptions are met
- Defining KPIs, key metrics, and perform data analysis to establish performance expectations
- Sets and communicates expectations and goals
- Review and analyze statistical reports and assist workflow analysis to achieve meeting KPIs and service level goals
- Provides high standard of customer service for internal and external customers to the business
- Identify risk and procedure/ knowledge gaps within the center and offer solid solutions
- Provide reporting to senior leadership and quality control on client updates, expectations, policy changes and service levels
- Adhere to supervisor daily and weekly deliverables and project deadlines.
SENIOR RECRUITER, TALENT ACQUISITION
Coop Solutions
01.2022 - 05.2023
- Recruited day to day for three major lines of business, contact center, fraud detection and chargeback analyst dept.
- Recruited for Operation supervisors, lead agents, technical trainers and project managers
- Performed full cycle recruiting on 35-40 job requisitions, averaging 40-80 hires per month
- Partner with hiring teams to build effective sourcing, engagement strategies for the most critical talent pools
- Develop creative strategies to secure candidates utilizing the internet, job fairs, social networks and cold calling
- Successfully met affirmative action goals Conducting interviews with internal employees in efforts for internal mobility
- Rolled our Walk In Wednesday (Onsite Job Fairs)
- Revamped Employee Referrals for Operation positions
RECRUITER
Co-op Solutions
02.2016 - 01.2022
- Develops, facilitates, and implements all phases of the recruitment process
- Collaborates with department managers to identify and draft detailed and accurate job descriptions and hiring criteria
- Identifies and implements efficient and effective recruiting methods and strategies based on the available role, industry standards, and the needs of the organization
- Assists with job postings and advertising processes
- Screens applications and selects qualified candidates
- Assisting with interview process, attending and conducting interviews with managers, directors, and other stakeholders
- Collaborates with hiring manager and or the human resource staff during the offer process, identifying and recommending salary ranges, incentives, start dates, and other pertinent details
- Ensures compliance with federal, state, and local employment laws and regulations, and company policies
- Attends and participates in college job fairs and recruiting sessions.
CONTACT CENTER MANAGER
Co-op Solutions
01.2005 - 01.2016
- Coach, develop and mentor people leaders and their direct reports in a 300 seat call center
- Work with internal and external partners to ensure all exceptions are met
- Assisting with the new product line implementation
- Utilizing the WFM system to monitor call center representatives work schedules
- Develop and maintain good working relationships with clients as well as internal and external customers
- Work with other management team members to develop call center objectives, keeping profitability and efficiency in mind.
CALL CENTER SUPERVISOR
NISSAN MOTOR ACCEPTANCE CORPORATION
01.2002 - 01.2005
- Provide day to day leadership and support to call center staff
- Create and maintain service standards for daily operations, client service, and client retention
- Analyze, establish, implement, and monitor operation goals using statistical data to determine workload, productivity, and effectiveness of team
- Conduct regular staff meetings to ensure team adherence to compliance rules and regulations
- Responsible for decisions regarding employment, performance appraisals, training, disciplinary actions, and salary recommendations
- Cultivate a culture of continuous improvement and learning by providing feedback to associates on all performance measures and developing career path and skills enhancement opportunities
- Assist team by interpreting, researching, and resolving the most complex call inquires and escalations with limited support
- Assisting with taking calls and providing back-up support to the team lead or the director during peak or critical times as needed
- Partner with senior management to establish goals and develop strategy
- Monitor and manage department expenses to remain within approved budget/policy.
TITLE SERVICES/ RECORDS ADMINISTRATOR
NISSAN MOTOR ACCEPTANCE CORPORATION
01.1990 - 01.2002
- Proper titling of new and wholesale sales for the dealership
- Ensures retail transactions are processed in a timely manner
- Prepares purchase and trade- in documentation
- Followed up with DMVs in all states, plus Guam and Puerto Rico
- Contacts banks to obtain lien releases
- Prepares tax and title documents
- Verify the costs and transactions for each vehicle sale
- Assist in creating and processing leasing and loan paperwork
- Prepares necessary paperwork for submission to the tag agency
- Ensures the company's tag and title work meets state requirements
- Prepare and submit all legal transfer documents to the state department of motor vehicles (DMV)
- Provide additional administrative support as needed
- Demonstrates behaviors consistent with the company's values in all interactions with customers, co-workers and vendors
- Transfer of equity
- Repo titles
- Handled all electronic title functions as well as scanning contracts into electronic files
- Lease Registrations.
Education
High School Diploma -
Justin F. Kimball
Skills
- Communication skills
- Interpersonal skills
- Detail oriented
- Establishes and maintains trust
- Fosters a culture of belonging and team building
- Provides support in weathering change
- Encourages collaboration
- Embrace a capacity building mindset
- Delegate tasks effectively
- Team Leadership
- Time Management
- Complex Problem-Solving
- Operations Management
- Customer Relationship Management (CRM)
Timeline
MANAGER, CONTACT CENTER SERVICES
Co-op Solutions
05.2023 - Current
SENIOR RECRUITER, TALENT ACQUISITION
Coop Solutions
01.2022 - 05.2023
RECRUITER
Co-op Solutions
02.2016 - 01.2022
CONTACT CENTER MANAGER
Co-op Solutions
01.2005 - 01.2016
CALL CENTER SUPERVISOR
NISSAN MOTOR ACCEPTANCE CORPORATION
01.2002 - 01.2005
TITLE SERVICES/ RECORDS ADMINISTRATOR
NISSAN MOTOR ACCEPTANCE CORPORATION
01.1990 - 01.2002
High School Diploma -
Justin F. Kimball
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