Eliznan Hernandez

Natural Habitat, B.V.

Dec 2021 – Present

Rotterdam

Business Process & Improvement Lead

• Responsible for designing, updating, executing, and monitoring business processes to achieve organizational objectives. • Business owner for maintenance and safety of documentation repository and structure. • Management Operational KPIs and Dashboards (analysis, improvement, and monitoring). • Conducts business process training. • Coordinate annual internal audits.

Management Profile

Oct 2019 – Dec 2020

Willemstad, Curacao

Commercial Development Manager

• Lead communication and negotiations with the local and international speakers, vendors and sponsors. • Excelling the sales volume planning & strategy. • In command and success completion 1st Edition International Sales Conference https://management-profile.com/cisc/.

Directv

May 2009 – Jul 2019

Curacao, Willemstad

Snr. Customer Experience Manager

• Managing multidisciplinary teams with a focus on Sales, Operation & Customer Service. • Supporting stakeholders in identifying Operational process gaps and providing solutions. • Project leader in many implementation initiatives commanded by LATAM team, performance metrics, monitor results, and advice the stakeholders. • Led a local call center & front office team and contributed to the standard performance metrics and beyond (CSAT, NPS, SLA, sickness, turnover, performance evaluation, and recognition), leveraging the collection rate, churn, and customer satisfaction. • Support BI in customizing reports in the Micro strategy platform for managers, and stakeholders. In addition to updating, Cleaning, and auditing contacts in IBS Database. • Support HR in training programs, communications, recruiting process, changes implementation, and engagement program.

Skills