Gricelda Hernandez Email & Phone Number

Atlanta, GA, US

Redmond, Washington, United States

Redmond, Washington

• Promoted, February 2020. As part of the Employee & Future Skilling organization, l defined, developed, and implemented the Role Based Compliance program and curriculum.
• Built curriculum that improved employee knowledge, skills, and capabilities across roles, increasing awareness of policies and decreasing risky behaviors.
• Used learner feedback and Power BI data to improve completion, NSAT, and RIS scores, year-over-year.

Greater Atlanta Area

• Promoted, April 2018. Managed SMB accounts by understanding customer needs while building custom solutions and getting the customer to “yes”. Trained store associates to increase sales lead generation, Microsoft 365.
• Created new business process for the store to increase business lead generation on the sales floor, resulting in a 51% increase.
• Used Power BI data to analyze individual sale trends and increase SMB revenue contribution to +30% for each sales associate. Of 30 employees, 40% of them achieved +30% SMB sales.
• Transformed team culture resulting in a 1249900% Year over Year increase in cloud sales.

King Of Prussia, Pennsylvania

• Promoted, April 2017. Managed and provided software and hardware solutions to current and new business customers. Focused on driving utilization with repeat business. Simplified SMB hardware and software to provide.
• Trained store associates to ask discovery questions then utilizing the Sales Challenger Methodology by teaching our customers something new, tailored the customers experience to their needs, and took control of the.
• Uncovered 173 leads and built relationships across educational institutions, small and medium businesses, and non-profits resulting in $137K which was 10% of the entire store revenue.
• Managed customer accounts while driving clarity and generating energy on SMB/EDU initiatives team-wide.

Redmond, WA

• Worked across HQ teams to develop the training strategy for Dynamics 365. Solicited and reviewed feedback from the field and develop the training material accordingly.
• Built comprehensive virtual and in-person training materials in compliance and Microsoft design and accessibility standards.
• Maintained a comprehensive strategy and rhythm for communication amongst strategic partners and store to enable training goals

Las Vegas, Nevada

• Managed trainings of Microsoft staff covering topics such as business solutions, business pricing, and customer relationship management.
• Managed and provided software and hardware solutions to current customers and built trusted relationships with 117 new accounts.
• Developed and implemented a store-sourced lead acquisition strategy resulting in an increase from 15 to 60 leads per month.

Las Vegas, Nevada

• Performed internal audit duties such as posting credits and debits to customer rooms and accounts to ensure that hotel and casino revenue matched each night
• Balanced hotel ledger and created necessary entries to complete daily records and confirm all figures tied out
• Oversaw the check-in of over 180 guests daily while adhering to strict performance standards using advanced
• LMS systems and Journal reporting clients

Las Vegas, Nevada

• Directed the opening of the Curios storefront in addition to creating the policies and procedures to be adhered by store employees while Administering the training of over 20 sales associates on selling, merchandising.
• Maintained inventory of the store and purchased items to restock when necessary

Jean, Nevada

• Trained over 20 employees in customer service and report management skills as well as the utilization of AS400 LMS services for guest reservations Supervised three resort properties, generating in-house occupancy.
• Mentored staff at each resort property ensuring that a memorable experience was provided to all guests