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Eduardo Hernandez

@eduardohernandez3

Customer Success and Operations leader using Salesforce and data to drive retention, onboarding, and scalable workflows.

United States

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What I'm looking for

I’m looking for a Customer Success/Operations role where I can use Salesforce, SQL, and KPI-driven insights to improve onboarding, reduce escalations, protect SLAs, and deliver measurable retention and growth.

I’m a Customer Success and Operations professional with 19 years of experience across enterprise telecom and financial services environments. I manage complex customer accounts, resolve high-priority escalations, and improve operational workflows while delivering data-driven insights to cross-functional and executive stakeholders.

Recently as a Senior Analyst, Sales Operations, I improved operational accuracy, strengthened data integrity across 5,000+ records, increased SLA adherence, and reduced aged ticket backlogs by optimizing intake and escalation workflows. I’m currently pursuing a Master of Software Engineering to deepen my expertise in SQL, data analysis, and business intelligence so I can expand into analytics-driven roles.

Experience

Work history, roles, and key accomplishments

Senior Analyst, Sales Operations

Verizon

Oct 2024 - Feb 2026 (1 year 4 months)

Improved operational accuracy and reduced workflow friction across indirect sales channels by resolving escalations and enforcing data integrity and SLA compliance. Reduced operational errors by 5%–10% MoM and increased SLA adherence by managing 80+ daily VSL requests while improving escalation turnaround time by 38%.

Salesforce KPI Reporting SLA Management Escalation Management Data Reconciliation

Business Account Manager

Verizon

Feb 2022 - Oct 2024 (2 years 8 months)

Led national B2B SaaS sales execution across SMB and mid-market accounts, driving prospecting, onboarding, and expansion with strong CRM and adoption practices. Exceeded revenue targets by 300%, increased retention to 96%, accelerated onboarding by 32%, and improved conversion by analyzing Gong call performance and optimizing outreach messaging.

Salesforce CRM Outreach Gong Docusign Onboarding Pipeline Management Retention Strategy Business Intelligence Consultative Selling

Retail Sales Manager

Verizon

Nov 2019 - Feb 2022 (2 years 3 months)

Managed operations across two Verizon retail locations with a 30-member team, improving workforce development and customer experience outcomes. Drove a 43% increase in team performance, hired and trained 5 new team members, and achieved 92% combined NPS with “Gold Store” recognition.

Retail Operations Team Leadership Coaching And Training KPI Tracking Hiring Onboarding Workforce Planning