Training

Florida State University

CX Ops Director, HBOMax at HBO

Atlanta Metropolitan Area

WarnerMedia

Director Of Customer Service

Turner (Turner Broadcasting System, Inc)

Sr. Manager, Customer Support

Led the most productive 24X7 client support team in Surgical Information Systems, a premier provider of perioperative information solutions, history. Primary liaison and escalation point for all client support related issues. Responsible for hiring staff, developing training programs, providing ongoing coaching, implementing productivity boosting policies and procedures, and conducting performance reviews.

Surgical Information Systems

Manager, Client Support

Head of Customer Care for <a href="http://CNN.com">CNN.com</a>, currently the 24th most popular website in the U.S. and for each CNN Mobile application across all mobile platforms. Led the CRM strategy, Customer Care team, and acted as the Voice of the Customer to all internal CNN divisions. Responsible for hiring staff and developing training documentation and procedures. Provided final tier resolutions and internal reporting functions. Led a productivity increase of over 300% while increasing customer satisfaction and brand loyalty through excellent service.

Senior Manager - Customer Care and Experience

Responsible for over 1,400 active feedback resources. Completed and led several migrations to/from internal and external CRM tools. Worked closely with existing and new CNN Show Teams, and other divisions, to ensure their CRM needs were being met.

Turner Broadcasting

Audience Communication and Feedback Administrator

Eric Hernandez