Vivian Hernandez
Customer Success Manager
Brownsville,TX
Summary
Results-driven Customer Success professional with 15+ years of cross-industry experience in client relationship management, account support, operations, and service excellence. Skilled at building strong customer partnerships, increasing retention, driving product adoption, and resolving issues with empathy and urgency. Proven ability to manage multiple accounts, communicate effectively with stakeholders, and identify growth opportunities through consultative support. Bilingual in English and Spanish with a background in psychology, bringing a strong understanding of human behavior, communication, and trust-building. Tech-savvy, adaptable, and experienced working in fast-paced remote environments while delivering measurable customer outcomes.
Overview
7
7
years of professional experience
Work History
Project Manager
Langford Community Management Services
Liberty Hill, TX
11.2024 - 11.2025
- Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
- Planned, designed, and scheduled phases for large projects.
- Identified plans and resources required to meet project goals and objectives.
- Monitored project performance to identify areas of improvement and make adjustments.
Advisor II
Texas Health and Human Services Commission
Brownsville, Texas
05.2019 - 08.2023
- Assisted clients with public assistance programs, eligibility, and case management services
- Conducted interviews and gathered documentation for benefits determination
- Maintained accurate records in state systems while ensuring confidentiality
- Explained policies, procedures, and next steps clearly to clients
- Managed high-volume caseloads while meeting deadlines and compliance standards
- Resolved client issues with empathy and professionalism
- Coordinated with internal departments and external agencies for case resolution
- Used critical thinking to interpret policy and make accurate decisions
- Delivered bilingual customer support in English and Spanish
- Balanced administrative duties, documentation, and customer service simultaneously
Education
Bachelor of Arts - Psychology
Our Lady of The Lake University
La Feria 05.2001 -
Skills
Customer relationship building
Customer service
Customer retention
Customer account management
Client relations
Strategic planning
Timeline
Project Manager
Langford Community Management Services
11.2024 - 11.2025
Advisor II
Texas Health and Human Services Commission
05.2019 - 08.2023
Bachelor of Arts - Psychology
Our Lady of The Lake University
05.2001 -