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Oscar Hernandez
Customer Support | Experience | CX Operations | Project Management | Process Improvement
Professional Background
Oscar Hernandez is an accomplished leader in customer experience and customer success, possessing extensive experience in optimizing customer support processes and enhancing relationship-building strategies. With a unique expertise in the SaaS product domain, he has successfully transformed customer interactions into streamlined journeys characterized by satisfaction and loyalty. His hands-on approach to leveraging technology has played a pivotal role in elevating the customer experience across various platforms, including eCommerce and customer support tools.
Oscar's diversified professional background encompasses a variety of roles where his exceptional skills in process improvement and automation have yielded significant outcomes. As the former Director of Customer Service and Custom Product Project Management at GeminiBio, he spearheaded initiatives that improved customer engagement before being impacted by company-wide layoffs. During his tenure at DemandKeep as a Product Manager, he honed his ability to integrate customer feedback into product features, aligning the company’s offerings with the needs of its users.
Prior to joining DemandKeep, Oscar's experience at Securly as Head of Consumer Support allowed him to implement innovative customer success strategies that resulted in a measurable increase in customer retention and satisfaction. His role at Postmates as Product Operations Project Manager further emphasized his skill in optimizing operational efficiency and support systems, ensuring a cohesive experience for consumers.
Oscar also held a key position as Technical Support Manager at Avegant, where he refined his abilities in technical troubleshooting and customer communication. His early career includes significant experience at Ubiquiti Inc. as an Escalations Support Engineer Tier II, where he directly addressed escalated customer issues, demonstrating his commitment to customer advocacy. Additionally, he contributed to developer relations at Apple, focusing on bugs reporting, which exemplified his dedication to enhancing product usability from a user’s perspective.
Education and Achievements
Oscar has an impressive educational foundation that supports his expertise in customer experience, product management, and data analysis. He earned his Bachelor of Science in Business Administration & Management from San Jose State University, where he built a strong understanding of business principles that inform his customer success strategies.
To further enhance his skills, Oscar studied Product Management at the prestigious University of California, Berkeley's Haas School of Business. This educational experience allowed him to deepen his knowledge of product lifecycle management, aiding in his ability to manage customer-centric products effectively.
In addition to his formal education, Oscar pursued a Nanodegree in Artificial Intelligence for Business Leaders through Udacity, recognizing the growing importance of data-driven decision-making in customer success. This program has equipped him with valuable insights into how artificial intelligence can be leveraged to improve customer interactions and service delivery.
Key Achievements
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Expertise in Streamlining Customer Experiences: Oscar has made a significant impact on numerous organizations by simplifying complex systems and enhancing the overall customer interaction process. His proficiency with support technology and integration has driven improvements in customer satisfaction and resolution times.
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Establishing Key Performance Indicators (KPIs): Throughout his career, Oscar has been instrumental in designing and implementing crucial KPIs that measure customer satisfaction (CSAT), Net Promoter Scores (NPS), customer health scores, and churn rates. These metrics serve as the foundation for improving services and customer relationships.
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Team Development and Mentorship: Oscar’s leadership style is characterized by his ability to build, mentor, and scale successful customer support teams. His strategic guidance has empowered many professionals in the customer success space, fostering an environment of growth and development.
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Data-Driven Strategies for Customer Retention: By diving deep into customer data, Oscar formulates targeted strategies to enhance retention rates and identify areas for upselling and cross-selling. His proactive approach ensures that customer satisfaction remains at the forefront of organizational priorities.
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Omnichannel Support Experiences: Oscar excels in creating seamless omnichannel support ecosystems, utilizing tools such as chat, email, and social media to enhance customer engagement. He recognizes the importance of providing consistent support across multiple channels to meet the evolving needs of customers.
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Customer Engagement and Expansion: His focus on the big three—customer adoption, renewal, and expansion—has led to measurable growth in customer lifetime value (LTV) and expansion revenue. Oscar’s efforts have consistently resulted in improved relationships between clients and brands, leading to long-term loyalty.
Oscar Hernandez is a passionate advocate for customer success and experience, driven by the belief that exceptional customer relationships are pivotal for business growth. His combination of proven leadership, deep industry knowledge, and commitment to data-driven optimization make him a sought-after expert in the field of customer success and SaaS product management. Oscar continues to explore innovative ways to align customer success strategies with business objectives, ensuring that the organizations he collaborates with are not just meeting, but exceeding customer expectations.
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