Armando Hernandez

I am a multilingual Account Manager and Customer Support Specialist with over 10 years of experience managing client relationships and delivering high-volume, multichannel support. I focus on customer satisfaction and take a collaborative approach that improves team performance and business outcomes.

At my current role I manage 100+ client accounts, use SugarCRM to track communications and cases, and coordinate with financial partners to ensure accurate onboarding and compliance documentation. I proactively identify client needs, resolve escalations with empathy, and streamline sensitive document workflows.

I partner cross-functionally to identify recurring issues, drive process improvements, and advocate client feedback internally. I also provide peer support to ensure consistent service coverage and assist external tax accounting teams by gathering and organizing client tax documents for timely reporting.

I bring strong communication, prioritization, and document-management skills, fluency in English, Spanish, and Portuguese, and hands-on experience with Microsoft Office, Google Workspace, BOX, Zoom, Windows and macOS, and SugarCRM. I am continually building technical support knowledge through Google certifications.