Nia Hernandez
Houston,TX
Summary
Strategic Customer Experience executive, driving sustainable business results via (BI) analytics and the use of AI, ML, ChatGPT and RPA technology. Advancing member, patient, doctor & user experiences via high impact people solutions. Hands-on professional with a history of meeting and exceeding hospital & company goals utilizing consistent and organized practices in complex matrixed environments. Skilled in working under pressure, satisfying internal and external customers with creative and knowledgeable solutions, adapting to new situations and challenges to best enhance the organizational brand. Leading teams of customer service-focused professionals to improve member ratings, reduce complaints and increase business. Expert in NPS strategies to include employee, member and customer loyalty and retention campaigns.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Director of Customer/User Experience
NBCUniversal, Comcast/XFinity
05.2022 - Current
- Designed, managed and implemented customer research initiatives and focused on customer satisfaction and performance monitoring.
- Verified associates and managers wowed customers through personal and attentive contact.
- Used financial reporting to drive business opportunities and kept actual expenses in line with budget.
- Improved website visibility through development and implementation of SEO strategies.
- Secured long-term accounts by recommending strategies to promote brand effectiveness and highlight product benefits.
Director of Operations, Customer Experience
LEXISNEXIS, Dispute & Resolution
10.2019 - 05.2022
- Oversaw day-to-day production activities in accordance with business objectives.
- Oversaw successful implementation of operational strategies and policies to drive organizational growth and productivity.
- Developed systems and procedures to improve operational quality and team efficiency.
- Collaborated with senior management to develop and execute long-term corporate goals and objectives.
Director of Contact Center Operations
Transamerica Life-Health Insurance Company
04.2013 - 10.2019
- Established and monitored team members' performance against established goals.
- Led people and organized and managed multiple projects.
- Motivated, engaged and developed high-performing leaders and created highly desirable working environment.
- Analyzed trends and performance data and delivered superior customer service to clients.
Sr. Manager Global Operations
United Healthcare, UHG - WIPRO
09.2016 - 05.2017
- Developed systems and procedures to improve operational quality and team efficiency.
- Oversaw workforce management planning, volume predictions and capacity planning.
- Provided leadership for continual management and employee training initiatives.
- Managed employee-related issues encompassing labor, turnover and diversity.
Sr. Operations Manager Revenue Cycle Solutions
Conifer Healthcare Solutions
01.2012 - 04.2013
- Developed systems and procedures to improve operational quality and team efficiency.
- Oversaw workforce management planning, volume predictions and capacity planning.
- Provided leadership for continual management and employee training initiatives.
- Managed employee-related issues encompassing labor, turnover and diversity.
Education
Bachelor of Science - Business Management
University of Phoenix
Online (IP) Skills
- Operational Efficiency, Cost Reduction and Optimization
- Succession Planning/Leadership Development, Career Path Development and Personal Brand Development
- Member Loyalty and Retention Strategy Development
- PowerBI, CRM, Medallia, AWS, Zendesk, Salesforcecom, JIRA, and Tableau Reporting
- Continuous Improvement & Service Delivery Initiatives, CQI via AI, ML and RPA
- Process Improvement Initiatives, Knowledge Base Development
- $55 million P & L Budget Management
- Workforce Management & Staffing Analysis
- Procurement, Acquisition & Systems Integration
- Executive Summary/Brief Development
- Customer Experience (CX/UX) Leadership
- NPS - Employee, Member and Provider Engagement Strategies
- Operational Standards, KPI's and Performance Metrics, Strategic Goals
- Medicare/Medicaid, Medical Terminology, Regulatory Compliance, HIPAA, Revenue Cycle Solutions and TPL
Certification
- Certified Project Manager - PMP
- LEAN Six Sigma
- CM - Certified Manager Certification
Timeline
Director of Customer/User Experience
NBCUniversal, Comcast/XFinity
05.2022 - Current
Director of Operations, Customer Experience
LEXISNEXIS, Dispute & Resolution
10.2019 - 05.2022
Sr. Manager Global Operations
United Healthcare, UHG - WIPRO
09.2016 - 05.2017
Director of Contact Center Operations
Transamerica Life-Health Insurance Company
04.2013 - 10.2019
Sr. Operations Manager Revenue Cycle Solutions
Conifer Healthcare Solutions
01.2012 - 04.2013
Bachelor of Science - Business Management
University of Phoenix
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