Summary
Overview
Work History
Education
Skills
Timeline
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Matthew Hernandez

Vienna,VA

Summary

Results-driven professional with a strong focus on client relationship development, service delivery, and performance tracking. Proven track record in enhancing customer satisfaction and retention.

Overview

7
7
years of professional experience

Work History

Regional Account Manager

IBM
Atlanta, Georgia
04.2013 - 11.2015
  • Cultivated strong professional relationships with suppliers and key clients to drive long-term business development.
  • Managed regional client relationships to ensure customer satisfaction and retention.
  • Monitored account performance metrics to drive strategic initiatives forward.

Service Delivery Manager

IBM, Global Business Services
Kennesaw, Georgia
09.2008 - 03.2013
  • Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships.
  • Conducted regular meetings with customers to discuss their requirements and expectations.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Delegated work to staff, setting priorities and goals.
  • Conducted regular meetings with team members to align on objectives and enhance collaboration.
  • Implemented strategies for continuous improvement of services based on customer feedback data.
  • Analyzed customer feedback surveys results to identify opportunities for improvement.
  • Developed operational policies and procedures related to service delivery management.
  • Resolved escalated customer issues in a timely manner according to established procedures.

Education

Master of Science - Public Health

Purdue University
West Lafayette, IN
05-2025

Bachelor of Science - Health Care Administration

Florida National University
Hialeah, FL
08-2022

Bachelor of Arts - Communications

Southern Connecticut State University
New Haven, CT
05-1993

Skills

  • Project management
  • Public health advocacy
  • Customer service
  • Team collaboration
  • Trend tracking
  • Public speaking
  • Customer relationship development
  • Account servicing
  • Delivery coordination
  • Performance tracking
  • Client engagement

Timeline

Regional Account Manager

IBM
04.2013 - 11.2015

Service Delivery Manager

IBM, Global Business Services
09.2008 - 03.2013

Master of Science - Public Health

Purdue University

Bachelor of Science - Health Care Administration

Florida National University

Bachelor of Arts - Communications

Southern Connecticut State University
Matthew Hernandez