Sam Hernandez Email & Phone Number

Springdale, Ar, Us

Springdale, Arkansas, United States

• Develops strategy and drives project management to enhance operational procedures including ServiceNow ticketing integration,employee knowledgeability and updates, applicant and vetting processes, and serviceable customer quality control.• Authors and outlines service execution benchmark goals and KPIs while promoting business expectations to sustain performanceanalysis forecasts YoY; generated 5%+ in quality control and -1:45 deduction in reduced call volume departmental handle times.• Monitors departmental growth and individualized action plans for queue-specific teams via internal reporting.• Delegates initiatives to supervisors and oversees its completion, generating solidarity in team morale and environment.• Develops relationships with cross-functional business partners to achieve solutions in candidate and employee-facing issues.

Bentonville, Arkansas, United States

• Generated service level and business reviews and provided feedback on departmental updates; drove strategy and performance.• Oversaw coaching and accountability for individual development and mentorship, authored annual performance evaluations, andfacilitated areas of opportunity by ensuring Resolution Specialists are supported in full role-knowledgeability.• Conducted interviews with unbiased opinions to fulfill support staffing upon business need to uphold service levels.• Transitioned new hire candidates from recruiting to training to production.• Coordinated scheduling and leveraged appropriate talent to conduct practical application for new hire classes; Worked as liaisonbetween Operations and Learning & Development as the FORCE Operations Team.• Featured as a host speaker on “Agent Onboarding”, Customer Care’s Training & Empowerment video, in partnership and recordedby Walmart’s Global Communications.

Bentonville, Arkansas, United States

• Awarded “Team Lead Top Performer” for strategic agent development and support.• Mediated critical escalated contacts in liaison between store and department.• Motivated aspiring first-tier agents toward promotions while familiarizing them with a mentor and authoring resumes.• Inspired proactive behavior and evaluated individual performances while conveying our company values with integrity.• Facilitated curriculum and best practices to new agents in training and initiating additional training via performance reviews.• Constructed the hourly supervisor schedule using unbiased criteria.

Bentonville, Arkansas, United States

• Advised and familiarized new Merchandising associates in successful production strategy as a veteran specialist.• Operated leadership support line during high-volume periods; demonstrated take-over calls for store support satisfaction.• Educated associates on processes of the Global Integrated Fulfillment system for Site-to-Store, Site-to-Home, and Pickup Today.• Aided store associates with replacements and refund orders, and merchandising replenishment and modulars.• Sustained a maximum average of productivity while evaluating the severity of progressive cases into resolved tickets.

Bentonville, Arkansas, United States

• Awarded two department-level, “Excellent Customer Service” recognition awards from management.• Built suppliers’ EDI transaction documents in Retail Link for purchase orders and invoicing international merchandise.• Exceeded a working knowledge of logging and recording in both Excel and Remedy, while categorizing work details and templatesin both progressive and resolved tickets, and Avaya chat queues.• Simultaneously managed vendor clientele while successfully leading government-regulated migration of Rx documents; assistedcompany representatives become compliant with FDA through Rx document testing project.