Giancarlo Hernandez Email & Phone Number

Chicago, Il, Us

● Led a team of three Quality Assurance (QA) specialists and one Knowledge Management Liaison.● Developed QA evaluation forms to assess employee service performance when interacting with members via existing service delivery channels (I.e., phone, chat, video teller). ● Built and launched digital QA evaluation forms into a cloud-based telephony platform to efficiently monitor member interactions and give employees quick access to their individual call scores.● Constructed and launched a custom QA reporting dashboard in Domo to provide key stakeholders and senior leadership with detailed QA performance results for all evaluated teams.● Met with key stakeholders and their employees regularly to review QA results and offered service improvement recommendations. In 18 months, QA performance scores improved by 10% on average across all reviewed teams.● Coordinated quarterly audits of Knowledge Management document libraries in SharePoint to ensure employees had access to accurate, up-to-date procedures and product/service information.● Supported the optimization of a knowledge-base chat bot that gave employees quick and easy access to SharePoint resources.

Schaumburg, Illinois

● Supported launch of a new Voice of the member (VoM) survey platform (Medallia) in 2020.● Along with a direct report (MX Analyst), reviewed and presented survey results and related feedback to applicable business units and senior/executive leadership team.● Consulted with department leaders on their survey results and provided them with relevant service improvement recommendations. With their support, quarterly Overall Satisfaction and Feel Like a Valued Member scores increased quarterly and were maintained over the 90th percentile. Organizational NPS increased by over 10 points during my tenure, ● Reviewed benchmarking data to set yearly performance goals for employees and the broader organization tied to previously referenced survey metrics.● Led member journey mapping initiatives to identify and address friction points in various service delivery channels. Output of journey map initiatives: eliminated multiple service fees, trained and empowered frontline employees to better manage member service requests, enhanced digital/self-service experiences (e.g., member application platform, real-time validation of external account for A2A transfers).● Completed root cause analysis reporting of service issues identified through member and employee feedback and provided improvement recommendations to responsible leaders.● Ensured negative feedback left on social and business-related platforms (e.g., Google Reviews, Yelp, BBB and Facebook page) was acknowledged within 2 business days of posting.

Schaumburg, Illinois

● Led team of 12 contact center representatives. Management responsibilities included: department budgeting, employee scheduling, training, coaching, performance development and quality assurance assessments. ● Analyzed inbound and outbound call statistics (e.g., AHT, ACW, hold time, wait time, abandoned calls) and shared results with leadership team. Through coaching and process improvement efforts, decreased team’s average handle time by 2 minutes (7 min to 5 min) within 2 years.● Developed and employed a digital QA evaluation form to assess the team’s service delivery performance. Reviewed individual results with team members and team results with senior leadership, monthly.● Created and managed call scripts to assist call center partners in addressing after-hour member needs.● Supported Digital Banking Manager in user testing new online banking features and services.

Rosemont, Il

● Provided formal systems and policy training to a department of 35+ telephone bankers via one-on-one or classroom-based instruction.● Trained and supervised 10 telephone bankers based out of our branch network.● Developed and maintained all policy, procedure and training materials for the telephone banking department.● Reviewed telephone banking applicant resumes and interviewed qualified candidates.● Handled escalated customer concerns (inbound/outbound calls and via online communication). Average calls handled daily: 15; Average emails responded daily: 25.● Conducted weekly call quality review of telephone bankers and provided monthly coaching to remote telephone banking staff.● Performed UAT testing in support of our Products and Business Systems departments.● Analyzed and charted daily/monthly call and messaging stats for senior management.● Represented the telephone banking department in product/system testing meetings.● Reviewed and approved employee timecards.

Rosemont

· Managed escalated customer concerns (via inbound calls and online communication).· Conducted weekly and/or monthly sales and service training/coaching sessions to a team of 8-10 telephone bankers.· Analyzed and charted daily call and messaging statistics for upper management review.· Interviewed qualified applicants.· Handled 20-25 inbound customer calls daily; Over 50 calls handled daily during new product/service rollouts.· Supported Products department in user testing new online banking features and services.

Chicago, Il

● Managed team of customer service associates. Provided associates with monthly coaching and training. ● Responsible for conducting all monetary and non-monetary branch audits. Attained an “A’ score on all internal/operations audits of our location.● Reviewed retail banking center applicant resumes and interviewed qualified applicants.● Handled all exception service requests and escalated customer concerns (in-person).● Met or exceeded monthly sales goals.● Reviewed and approved employee timecards.

Chicago, Il

‣ Coordinated and conducted retail banking sales presentations at small/mid-sized business sites.‣ Opened personal and business accounts for new and existing clients.‣ Met or Exceeded monthly sales goals.‣ Approved CSA I & II monetary transactions.

Chicago, Il

-Processed monetary and non-monetary transactions for personal and business clients.- Cross sold retail banking products (checking, savings, credit cards, online banking products).- Audited teller drawers, GLs, ATMs and vaults.- Provided on-site retail banking product presentations to local businesses.

Oak Lawn, Il

- Processed monetary and non-monetary retail banking transactions.- Conducted vault, ledger and teller drawer audits.- Cross-sold checking and savings accounts to personal and small business customers.

Oak Lawn, Il

‣ Processed monetary and non-monetary retail banking transactions.‣ Approved SSA I & II monetary transactions.‣ Cross-sold retail banking products (checking and saving accounts)‣ Audited teller drawers, GLs, ATMs and vaults.‣ Met or Exceeded monthly sales goals.

Bachelor Of Arts (B.A.), Communication And Media Studies

Bachelor Of Arts - Ba, Communication And Media Studies