Saul Hernandez
Bristow,VA
Summary
Proven leader with over 25 years of experience managing high-performing customer service teams and cross-functional initiatives to enhance customer satisfaction and operational outcomes. Skilled at aligning customer-facing operations with strategic goals, fostering collaboration across departments, and implementing process improvements that deliver measurable impact. Adept in stakeholder communication, quality assurance, and regulatory compliance, with experience in both private sector service delivery and financial services. Passionate about elevating the end-to-end customer experience to meet evolving expectations — including those of federal partners like FEMA.
Overview
26
26
years of professional experience
Work History
Customer Service Manager
John C. Flood HVAC
12.2024 - Current
- Lead strategic direction and operations for the call center team, ensuring alignment with service delivery goals and company vision.
- Develop and enforce KPIs to monitor and improve the customer experience.
- Hire, coach, and support staff to deliver exceptional customer support and issue resolution.
- Partner with internal departments (tech teams, field operations, billing) to streamline workflows and enhance service outcomes.
- Identify and address recurring service issues to support continuous improvement efforts.
- Deescalate complex customer complaints, providing resolutions that reinforce brand trust.
Call Center Supervisor
Apple Federal Credit Union
02.2022 - 12.2024
- Directed daily call center operations for 10–15 team members, ensuring consistent service quality and adherence to regulatory standards (BSA, fraud prevention).
- Championed quality assurance through call monitoring, coaching, and performance management.
- Collaborated with business units to align processes with customer and organizational needs.
- Implemented process improvements based on member feedback and performance trends.
- Led hiring, training, and onboarding initiatives to build a resilient service team.
- Supported escalated issues and created pathways for continuous learning and support.
- Contributed to policy enhancements by identifying service pain points and suggesting procedural changes.
Call Center Department Manager
United Air Temp HVAC
01.1999 - 02.2022
- Oversaw call center operations of 30+ staff, supporting national customer engagement and service fulfillment.
- Led long-term strategic planning and collaborated across departments (sales, operations, tech) to ensure a unified customer experience.
- Delivered year-over-year revenue growth through improved team performance and service consistency.
- Used data analytics to identify customer pain points and guide process refinement.
- Conducted regular milestone reviews and reporting with leadership and external partners.
- Developed training programs focused on quality assurance and customer satisfaction.
- Managed full employee lifecycle including hiring, performance management, and payroll administration.
- Implemented company policies and change management initiatives to ensure a stable and compliant service environment.
Education
Bachelor of Science - Business Administration
University of Maryland University College
Adelphi, MDSkills
- Customer Experience Strategy
- End-to-End Service Delivery
- Cross-Functional Team Collaboration
- Continuous Improvement Initiatives
- Contact Center Management
- Process Development & Change Management
- Data-Driven Decision Making
- Customer service
- Problem-solving
- Microsoft outlook, word, and Excel
- Customer focused
Languages
Spanish
Native or Bilingual
Timeline
Customer Service Manager
John C. Flood HVAC
12.2024 - Current
Call Center Supervisor
Apple Federal Credit Union
02.2022 - 12.2024
Call Center Department Manager
United Air Temp HVAC
01.1999 - 02.2022
Bachelor of Science - Business Administration
University of Maryland University College
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