Johnny Hernandez Email & Phone Number

Las Vegas, NV, US

• Launched a strategic upselling initiative that led to a 25% increase in customer adoption and a 15% growth in quarterly revenue.
• Fostered strong customer relationships and collaborated with various business, technical, and analytical resources to ensure that products and configurations aligned with customers’ needs.
• Conducted quarterly business reviews (QBRs) with key clients, reflecting on performance, addressing current challenges, and future planning.
• Collaborated with sales, product, and support teams to ensure smooth onboarding and account management processes.
• Achieved revenue targets by effectively managing renewals and identifying upsell opportunities within existing accounts.
• Enhanced customer satisfaction by implementing personalized success strategies for key accounts.

Muncie, IN, US

• Managed existing client relationships, generating $10 million in annual reoccurring revenue.
• Averaged $250,000 in upselling and renewal opportunities each quarter.
• Proactively identifying at-risk customers and addressing their needs reduced the churn rate by 12%.
• Fostered relationships with executive sponsors and key client team members at all necessary organizational levels.
• Developed a segmentation plan for key client management, focusing on driving product adoption, and enhancing client experience while improving net retention.
• Project-managed and facilitated the solution implementation process in collaboration with service delivery, sales, analytics, technical, and operations teams.

Chicago, Illinois, US

• Averaged $3 million in new business opportunities each year with the existing customer base.
• Managed third-party collection initiatives that generated $50 million in annual reoccurring revenue.
• Developed and executed a go-to-market strategy for the existing customer base to achieve revenue and retention goals.
• Fostered strong customer relationships and collaborated with various business, technical, and analytical resources to ensure that products and configurations aligned with customers’ needs.
• Served as a Subject Matter Expert (SME), demonstrating products and specific features at customer locations and special events.
• Managed the implementation process by collaborating with delivery, sales, analytics, technical, and operations teams.

Las Vegas, Nevada, US

• Executed all aspects of requirements delivery, planning, elicitation, analysis and documentation, management, and support of eWallet payment solution.
• Created user stories to increase degree of detail for acceptance criteria, assumptions, constraints, and dependencies.
• Assisted development staff with drafting project plans, and advising personnel on milestone planning.
• Investigated and addressed system issues to enhance usability and improve functionality.
• Successfully implemented eWallet across several customer platforms.
• Participated in internal audits regarding quality management systems.

• Identified needed business improvements and determined appropriate systems required to implement solutions.
• Consulted with decision makers, system owners, and end-users to define business, financial, operational requirements, and system goals.
• Collaborated on plan, design, development, and deployment of new applications and enhancements to the current system.
• Defined activities and tasks to meet business requirements and develop project work plans
• Developed automated third-party collections management system to oversee recalls, returns, updates, and reconciliation in agency network.
• Trained personnel in the use of systems.

• Created and maintained strategic plans and initiatives to achieve client and business performance goals, increase profitability, and ensure compliance.
• Managed direction and oversight of collection processes, strategies, outbound call campaigns, and inbound/IVR call routing.
• Trained and mentored new employees on collection methods, documentation requirements, and performance strategies.
• Trained, coached, and mentored staff to ensure compliance with company policies as well as state and federal laws
• Implemented a self-service payment portal, integrated contact management system, and automated batch skip trace waterfall system.
• Collected and analyzed call center statistics and performance KPIs

• Created and maintained strategic plans and initiatives to achieve client and business performance goals, increase profitability, and ensure compliance.
• Implemented and managed an integrated contact management system for 200 collection associates across multiple sites.
• Implemented a self-service payment portal and automated batch skip trace waterfall system.
• Developed and managed KPIs to measure strategy and agent performance.
• Managed all third-party data and technology vendor relationships.
• Trained and mentored mid-management on collection methods, documentation requirements, and performance strategies.

Des Plaines, Illinois, US

• Generated $8.5 million in annual revenue with 120 direct reports.
• Aligned organizational objectives with the company mission, resulting in increased revenue, profit, and business growth.
• Developed strategic plans and initiatives to achieve client and business performance goals, enhance profitability, and ensure compliance.
• Coordinated daily operations and program development aimed at recovering net rolling to charge-off debts.
• Identified process improvement opportunities that established better controls, saving over $1 million annually.
• Determined quality assurance benchmarks and set standards for continuous improvement.

Des Plaines, Illinois, US

• Managed all third-party data and technology vendor relationships
• Implemented and managed integrated contact management systems for 1000 collection associates across multiple sites.
• Implemented self-service web payment portal, recovery modeling, and automated batch skip trace waterfall systems.
• Managed skip trace operations with 45 associates across multiple sites.
• Created and maintained strategic plans and initiatives to achieve client and business performance goals, increase profitability, and ensure compliance.
• Trained and mentored mid-management on collection methods, documentation requirements, and performance strategies.

• Implemented and managed several outbound and inbound contact management systems.
• Managed system effectiveness and proper utilization for 300 collection associates
• Developed collection strategies to accurately forecast and structure collections department outbound campaigns.
• Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
• Trained, managed and developed four dialer production coordinators and two report analysts.
• Served as the liaison among customer service, fraud, IT, and telecommunications departments.