Gloria Fernandez
@gloriafernandez
Client success leader specializing in high-volume retention, product adoption, and KPI-driven business reviews.
United StatesWhat I'm looking for
I’m a client success professional with 26+ years of experience managing large, high-volume client portfolios, driving retention, and building processes that scale. I own a diverse book of business by using data and customer health indicators to prioritize outreach and protect accounts—without relying on contractual leverage.
Over 13+ years, I’ve led recurring business reviews that turn performance metrics into clear next steps, supported product adoption, and coordinated structured onboarding through reusable playbooks and documentation. I’m known for building long-term client trust through consultative relationship management and proactive customer advocacy.
I also bring a hands-on, modern workflow: I use Claude and ChatGPT daily to improve communication and efficiency, and I’ve participated in user acceptance testing for a client-facing digital portal to shape improvements before go-live. My work has delivered $200,000+ in measurable financial value across multiple years, including $132,172.21 in a single year through disciplined reconciliation and process improvement.
Experience
Work history, roles, and key accomplishments
Senior Advisor, Practice Performance
Evolent Health
Jan 2013 - Apr 2026 (13 years 3 months)
Owned a high-volume client portfolio, serving as primary point of contact and leading recurring business reviews using KPIs and scorecards to drive actionable next steps. Proactively monitored account health, managed escalations and reconciliation, and built reusable playbooks and onboarding frameworks adopted by the team.
Office Manager
SomnoCare Sleep Labs
Jan 2011 - Jan 2013 (2 years)
Managed client account operations and partner relationships, including verification and equipment coordination workflows in a specialty service setting.
Marketing Representative & Office Manager
Sleep Disorder Solutions
Jan 2004 - Jan 2010 (6 years)
Built and maintained relationships with physicians, practice groups, and referral sources while combining business development with day-to-day office operations management.
Office Manager
Sleep Wake Disorders Center of South Florida
Jan 2002 - Jan 2004 (2 years)
Managed day-to-day specialty diagnostics center operations, including client scheduling, referral coordination, and documentation. Supported and guided office staff with scheduling and training.
Office Manager
FAMED
Jan 2000 - Jan 2002 (2 years)
Supervised office operations and staff for a bilingual (Spanish/English) practice, overseeing daily administrative workflows. Participated in interviewing candidates and hiring decisions.
Administrator
Miami Dade Home Health Services
Jan 1999 - Jan 2000 (1 year)
Directed day-to-day operations, including staff supervision and billing compliance across multiple payer and service types.
Administrator
Ecacare Health Services
Jan 1995 - Jan 1999 (4 years)
Coordinated comprehensive service delivery and verification across the full client continuum, including authorization, ordering, delivery coordination, and follow-up. Managed multi-payer billing and compliance.
Education
Degrees, certifications, and relevant coursework
Miami Dade College
Completed coursework at Miami Dade College, with no degree conferred.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
Skills
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