Cynthia Hernandez

GLOBAL OPERATIONS AND SUPPORT LEADER Results-driven customer support professional with management experience in multicultural and multilingual environments with experience managing teams across the globe. Committed to delivering measurable results and fostering cross-functional collaboration to achieve organizational objectives. Motivating leader effectively managed teams of up to 200 people using proactive communication and resourceful approach to problem-solving. 19-year track record of collaborating with senior management to implement company-wide policies.

• Executive Education: Management in Information Technology, ORT 2015
• Design Thinking edX, 2018
• Programing Foundations, 2019
• Scrum Master (SMPC), 2019

• Drove 26% of backlog reduction in a three-month period for the Airline IT LCC segment by changing work methodology and personal accountability of results (Nov22-Jan23)
• Key stakeholder and sponsor implementing Salesforce and Genesys across the tech support organization. Worked in establishing MVP and supporting cross functional teams to deliver the projects timely. This resulted in effectively visualizing KPIs both at customer and employee level to enable support improvement with data driven decisions.
• Transitioned several workforces responsible for in country support to global centers, including securing knowledge transfer, which resulted in important cost efficiency for the company as well as alignment in process and resolution of customer issues.
• Responsible for maintaining and annually testing Business Continuity Plan for the Support Organization which was executed during COVID. Our customers received flawless support as we were able to maintain undisruptive service.