Thomas Hernandez's Location
San Antonio, Texas Metropolitan Area, United States, United States
Thomas Hernandez's Contact Details
Thomas Hernandez work email
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Thomas Hernandez personal email
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Thomas Hernandez phone numbers
About Thomas Hernandez
SUMMARY OF QUALIFICATIONS: I am a motivated, self-starter capable of complex problem solving to drive situations to resolution. Strengths in time management, mentoring,coaching, developing and relationship building. I'm motivated to drive employee engagement as I understand that an engaged employee is a company's most valuable resource.
Thomas Hernandez Work Experience Details
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PrincipalTezalSan Antonio, Tx, Us
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Senior Manager Customer SupportCalendly Mar 2022 - PresentAtlanta, Georgia, Us -
Head Of Tam Support (Customer Success) - AmericasMicro Focus (Formerly Hp / Hewlett Packard Enterprise) Sep 2018 - Mar 2022Newbury, England, GbOverseeing 15 Technical Account/Customer Success Managers worldwide responsible for accounts in the Americas. The primary focus of the team is customer success - often reflected through renewals and expansions of existing customers as well as smooth onboarding of new customers. Responsible for goal-setting, coaching, development, forecasting, hiring of Technical Account Managers. -
Manager - Viewer Experience AdvocatesHulu Oct 2017 - Sep 2018Santa Monica, Ca, UsImplemented automated Salesforce reporting around attendance and adherence allowing managers to focus on culture and employee development.Created and socialized stopgap measures via Slack removing workflow bottlenecks as the Viewer Experience organization doubled in size.Built a top-performing team focused on efficiencies and quality. We focused on customers building Hulu brand love through relational/non-transactional interactions in a timely manner. In addition, my team obtained top-performing metrics around After Call Work, After Chat work, and Handle Time while maintaining high Customer Experience and Quality scores.Coordinated efforts for manager onboarding through leaning on my own onboarding experience in order to better prepare future managers for the role.Developed over 60 direct reports through 1x1 coaching, resume writing, interviewing skills, culture engagement, along with outside resource recommendations (books, podcasts, etc) to prepare them for a professional future inside or outside of Hulu -
Manager - Fanatical SupportRackspace, The #1 Managed Cloud Company Nov 2014 - Feb 2017San Antonio, Texas, UsCoaching and developing Linux and Windows SysAdmins for Rackspace's after hours Austin and San Antonio technical teams. Developing strategies within Rackspace to deliver Fanatical Support to our customers. Engaging and coaching employees through day to day interactions with customers and through long term career plans. Utilizing the Rackspace channels that I have come to know through networking and collaboration to promote culture internally and externally. -
Business Development ConsultantRackspace, The #1 Managed Cloud Company Jan 2014 - Nov 2014San Antonio, Texas, UsWorking with Rackspace customers to understand business needs and objectives in order to provide a FANATICAL experience. Understanding business obstacles and providing insight on Rackspace offerings to address them for current needs and future growth.
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Business Development ManagerParty Plan Solutions Feb 2011 - Sep 2013Working with companies in the Direct Sales market with a focus in party plan. Understanding business needs and objectives to provide a custom solution for the current business as well as future growth. -
Customer Care TeamRackspace Technology May 2009 - Aug 2009San Antonio, Texas, UsCustomer Care Team90 day Project Team that focused on Customer Care, Customer Retention, and Contract RenewalsConsistently leveraged my communication, collaboration and strategic strengths ensuring individual and team success. Presented communication with customers, account managers, team leads, peers and managementResponsible for negotiating, completing and filing new contracts for customersQ2 results include 109% attainment of Performance Indicators and MBO'sIndividual efforts over 90 days include; 40 customer Renewals, $39K in MRRCompiled and Analyzed data for Senior Leadership Team presentationCo-Authored the Customer Care Team Operational Guide, detailing processes for customer conversation and best practices for managed teamsFindings: The continuation of Project Team would yield an estimated $50K in MRR each month and over $3.9M in total annual revenue for Rackspace
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Business Development Associate/ConsultantRackspace Technology Oct 2008 - Apr 2009San Antonio, Texas, UsAssisted BDCs while learning install based sales processes and proceduresStarted the Solution Expansion Team - Educating customers on additional offerings of RackspaceWas pulled from the SET to become a quota bearing rep closing a deal worth 30k my first monthProactively reached out to customers to uncover new business as well as driving any customer issues to resolution. Not taking a "not-my-job" approachWorked closely with AM's to assure warm hand offs and continuity in the customer experience
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Lead DevelopmentRackspace Technology Apr 2007 - Sep 2008San Antonio, Texas, UsIntroducing potential customers to the value of RackspaceObtaining valuable information on current and future needs through quick rapportWorking with management to streamline processes and procedures for effective time managementWorking to obtain and exceed goals set by management
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Floor ManagerSprint/Nextel May 2006 - Mar 2007Training reps on dealing with irate customers and customer escalations Setting and review KPIs for the store and individual reps following up accordinglyDeveloping relationships with businesses to acquire new business and maintain/grow current businessFollowing up with customer experience driving higher customer satisfaction (C-SAT)
Thomas Hernandez Skills
Management
Leadership
Business Development
Team Leadership
Sales Process
Customer Satisfaction
Sales
Account Management
Training
Team Building
New Business Development
Customer Service
Negotiation
Customer Retention
Direct Sales
Saas
Salesforce.com
Networking
Leadership Development
Cloud Computing
Strategic Partnerships
Solution Selling
Time Management
Strategy
Strategic Planning
Teamwork
Building Relationships
Sales Operations
Consulting
Organizational Leadership
Contract Management
Community Development
Customer Engagement
Entrepreneurship
Marketing Strategy
Communication
Creative Problem Solving
Business Process
Cross Functional Team Leadership
Employee Training
Managed Services
Process Engineering
Customer Acquisition
Process Efficiency
Operations Management
Program Management
Crm
Start Ups
Microsoft Office
Project Management
Thomas Hernandez Education Details
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The University Of Texas At San AntonioSociology
Frequently Asked Questions about Thomas Hernandez
What company does Thomas Hernandez work for?
Thomas Hernandez works for Tezal
What is Thomas Hernandez's role at the current company?
Thomas Hernandez's current role is Principal.
What is Thomas Hernandez's email address?
Thomas Hernandez's email address is th****@****ulu.com
What is Thomas Hernandez's direct phone number?
Thomas Hernandez's direct phone number is +173724*****
What schools did Thomas Hernandez attend?
Thomas Hernandez attended The University Of Texas At San Antonio.
What are some of Thomas Hernandez's interests?
Thomas Hernandez has interest in Children, Economic Empowerment, Civil Rights And Social Action, Human Rights, Arts And Culture.
What skills is Thomas Hernandez known for?
Thomas Hernandez has skills like Management, Leadership, Business Development, Team Leadership, Sales Process, Customer Satisfaction, Sales, Account Management, Training, Team Building, New Business Development, Customer Service.
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