Krystal Hernandez Email & Phone Number

Responsibilities:• Initiated cross training for inter-team functions for advanced products to ensure better efficiency and support and eliminated silo work within the team.Created Quality program for all team tasks. • Updated SharePoint with the team to create a one stop shop experience for employee processes.• Collaborated with CPM leaders to reduce DOIFs due to porting MoM. Collaborated with Enterprise billing to address billing fallout in WB to reduce Port out MACD volume from 1200 to 400 in less than 6 months reducing the risk of customer credit and FCC fines.• Raised eNPS Workplace, Motivation and Product scores through employee engagement, and an environment of innovation, growth, and inclusion. Elevated Team motivation score from 9 to 90.9 in six months accomplishing the team’s highest motivation score. • Building engagement with team through coaching and feedback. Building relationships by inspiring trust through follow through, vulnerability, encouragement, motivation, and accountability in a virtual and in person workplace. • Communicates change to team in a positive manner that conveys connection to the business strategy, customers, and employees.• Focused on career development, career, and personal growth to generate movement in a tenured team resulting in two employee promotions in 2024

• Led the transition of VDRS to Eclerx vendor and providing continued support on learning gaps and system limitations, as well as providing feedback for opportunities that impact the customer experience.• Partnering with Finance, management, and ROC to realign aux expectations with Rose Roth’s org and eliminate usage of follow up aux, thus increasing efficiency, maintaining service levels for our inbound team, completing our ownership model, and balancing overflow workload for a better customer and employee experience. • Provides feedback and recommendations to the sales and sales support organization with regard to clean order submission to improve the efficiency of the service delivery operation.• Raised eNPS Workplace, Motivation and Product scores through employee engagement, career development, and an environment of innovation, growth, and inclusion.• Building engagement with team through coaching and feedback. Building relationships by inspiring trust through follow through, vulnerability, encouragement, motivation, and accountability in a virtual and in person workplace. • Works to develop team members by encouraging networking, ERG participation, mentoring, and defining existing skillsets that can be applied to career growth. Empowering team to develop by utilizing company directives such as You, Inc. and owning your journey resulting in 16 promotions in 2020, 2021 and 2022 and maintaining positive attrition.• Worked to ensure the timely and accurate processing of customer orders as well as focusing on building more collaborative relationships with our internal customers and finding innovative ways to become more efficient with daily tasks and meet all obligations to our business partners. • Communicates change to team in a positive manner that conveys connection to the business strategy, customers, and employees.

Centennial, Colorado, United States

Centennial, Colorado

Interim Supervisor (Advanced Provisioning) Responsibilities:• Initiated cross training for inter-team functions to ensure better efficiency and support • Assisted with transition of tasks divisionally• Assisted with building Scorecard metrics for the team.Core Responsibilities:• Provides coaching and feedback to team members by inspiring trust, encouragement, motivation and accountability. Creates coaching plans in a feedback-rich environment based on performance standards.• Responsible for leadership development, driving culture and the employee experience; creating an environment of innovation and growth for employees and ensures the timely and accurate processing of customer orders.• Evaluates workforce planning and workload prioritization and adjusts as needed to meet customer’s needs as well as key performance metrics.• Acts as change management liaison and change lead in communicating important business initiatives. Communicates messages to team in a positive manner that conveys connection to the business strategy, customers and employees.• Responsible for driving NPS and elevations• Responsible for leadership development, driving culture and the employee experience; creating an environment of innovation and growth for employees.

Centennial, Co

WOM Coordinator Primary Responsibilities: -Porting/LNP Lead for Multisite orders -Team Leader for WOM -Corporate and Leadership Escalations -Porting/ LNP Liaison for Edward JonesCore Responsibilities: -Responsible for a high volume workflow in a fast paced environment to process end to end facilitation of transitioning business line from carrier to carrier. -Working in collaboration with Sales, BSS, COT, Enterprise, BPC, and Leaders of all levels to coordinate the successful installation, address post install porting changes and resolve any escalations of multiple site and national businesses. -Collaboration with leadership on performance objectives to ensure compliance with company philosophy and business goals. -Identifies and implements changes to the processes or training needed to improve work order management flow and the overall customer experience. -Trains, coaches and counsels employees to improve performance, the customer experience, as well as, career pathing and growth.

Centennial, Co

Comcast Business Care - Business Customer Account Executive – Greenwood Village, CO• All Product Technical and Billing Support- Provided technical and billing assistance to Business customers for TV, Internet, and Phone Services, as well as generating leads and up-selling for Sales.• Tier 2 Ticket Support- Assisted Tier 2 with their CR tickets for All Products.• Signature Support Liaison- Supported my Comcast team members in the Signature Support Launch ensuring consistent, current and up to date information, as well as created detailed presentations to introduce, promote and sell the new product.

Denver, Co

• Technical and Billing Support- Provided technical and billing assistance for Residential TV services, as well as promote, introduce and up-sell new services to Comcast video customers.

Walsenburg, Co

Trained new employees, completed reporting for daily sales, managed inventory and processed new orders, and customer service.

Walsenburg, Co

Trained all new employees, managed front line employees, filled in gaps in hosting and serving when employees called out, and assisted with conducting interview with employees.