Pedro Hernandez

Built payroll operations from the ground up, partnering with Business Operations, People, and Compliance to establish reliable processes. Owned end-to-end payroll for 948 employees, delivering accurate, on-time payments while navigating complex compensation requirements across all 50 states.

Managed costs for 4 projects, providing data to understand margin per lead and impact costs. Created complex data models for rep performance and team views, and assisted the Chief Founding Officer in developing business techniques for forecasting.

Developed the Quality Analyst role, creating key metrics, reporting, and quality rubrics for Handyman Services. Trained new hires and monitored 26 to 43 representatives, providing feedback and ensuring adherence to quality standards.

Pioneered lawn mowing services, developing techniques and service expectations. Trained team members and created talking points and negotiation tactics to grow the customer base, and pushed for a standardized quality pilot team.

Handled setting customer appointments for home repair calls, developing strong communication skills and creating a 'Project Scope List' that contributed to $3 million in revenue in one month. Delivered documents that became the foundation for future ventures.

Ensured collections department adherence to FDCPA regulations and company scripts. Provided feedback to representatives and audited 30 to 80 calls daily, giving findings to Corporate.

Handled escalated customers while maintaining professional conversations and adhering to company guidelines. Assisted customers in Spanish and English, and developed skills to identify fraudulent documents.

Handled escalated customers, assisted in Spanish and English, and excelled in rebuttals to retain customers. Part of a loyalty team that achieved the lowest churn rate Dish ever had.

Grade: 2.9 GPA

Activities and societies: Advanced Placement classes, JROTC, Robotics team, Swimming team

Completed high school diploma with Advanced Placement classes, JROTC, robotics, and swimming team participation. Graduated with a 2.9 GPA.

Completed two semesters toward a Bachelor of Science in Medical Technology but could not continue due to out-of-state tuition costs.