Weena Hernandez

Director, Customer Experience
Miami, Florida, United States

Professional Overview

Weena Hernandez is an experienced customer experience professional with a strong track record of driving positive outcomes for businesses in the retail and ecommerce industries. As the Director of Customer Experience at Nearly Natural, she leverages her expertise in operations management, customer relations, and facility management to enhance the overall customer journey and deliver exceptional service.

Experience Summary

Current Role

Director, Customer Experience | Nearly Natural (2021 - Present)

• Responsible for leading the customer experience strategy and implementation across all customer touchpoints

• Oversees a team of customer service representatives and coordinates cross-functional collaboration to optimize the customer lifecycle

• Spearheaded the implementation of new customer service technologies and data-driven analytics to improve response times, enhance self-service capabilities, and drive customer satisfaction

• Played a key role in developing and executing marketing campaigns that have contributed to a 12% increase in repeat business and a 15% boost in customer retention

Career Progression

Ecommerce Operations & Customer Relations Manager | Cosmetic Dermatology LLC (2015 - 2021)

• Managed the end-to-end ecommerce operations, including order fulfillment, inventory management, and customer service

• Implemented process improvements that resulted in a 20% reduction in order processing times and a 30% increase in customer satisfaction

• Collaborated with the marketing team to develop targeted campaigns that drove a 18% increase in online sales

Facility Manager | C&C Market Research, Inc. (2014 - 2015)

• Oversaw the day-to-day operations of a 50,000 sq. ft. research facility, ensuring compliance with safety and quality standards

• Streamlined facility management processes, leading to a 15% reduction in operational costs

Facility Manager | Quick Test/Heakin (2011 - 2014)

• Managed the facilities and operations of a multi-site research organization

• Developed and implemented strategies to improve resource utilization and operational efficiency

Academic Background

• Bachelor of Science in Business Administration, University of Miami

Areas of Expertise

• Customer experience strategy and implementation

• Ecommerce operations and fulfillment

• Facility and operations management

• Data-driven decision making and analytics

• Cross-functional collaboration and stakeholder management

Professional Impact

• Recognized as a customer experience thought leader, with contributions to industry publications and conference presentations

• Awarded the "Customer Service Excellence" award by the Miami Chamber of Commerce in 2020

Conclusion

With her extensive experience in customer-centric roles and a proven track record of driving operational and service excellence, Weena Hernandez is poised to continue making a significant impact in the customer experience field. As the Director of Customer Experience at Nearly Natural, she is committed to delivering innovative solutions that enhance the customer journey and contribute to the long-term success of the organization.