Open to opportunities

susana hernandez

@susanahernandez

Message

Client Relationship Manager who optimizes commercial processes to drive retention and sustainable value.

United States

Message

What I'm looking for

I’m looking for a client- and partnership-driven role where I can optimize commercial processes, use CRM and credit/portfolio analysis, and deliver measurable retention and growth through strong stakeholder collaboration.

I’m an Economista with an international MBA and a strong track record in managing clients, negotiation, and building strategic relationships. I focus on sustainable results, value generation, and institutional positioning.

In my current role as Client Relationship Manager, I manage the end-to-end client onboarding cycle, from financial diagnosis to personalized follow-up. I analyze credit profiles, structure action plans per client, and use CRM to improve conversion through structured monitoring. I’ve reduced average client closing time by 40% and generated 20+ new monthly clients in the first quarter.

Previously, as a relationship manager and banking client leader, I administered financial portfolios and delivered strategic advisory based on client needs and risk profiles. I strengthened loyalty of key clients while identifying portfolio expansion opportunities with a sustainable approach, including consistently exceeding monthly sales goals in financial products.

Earlier in my career, I led business development and corporate relationships—designing expansion strategies, structuring internal processes for efficiency and client experience, and executing corporate negotiations. I also built customer experience practices and reduced complaints by over 70% by implementing effective loyalty and service procedures, manuals, and training for teams.

Experience

Work history, roles, and key accomplishments

Current

Client Relationship Manager

Current

The Credit Group

Oct 2024 - Present (1 year 9 months)

Managed the full client onboarding and relationship cycle, including financial diagnostics and action plans. Reduced average client closure time by 40% and generated 20+ new clients per month during the first quarter.

Ciclo De Vinculación Análisis Financiero Retención De Clientes CRM Seguimiento Comercial Conversión De Clientes

Gerente de Relacionamiento

Areti Bank

Dec 2023 - Sep 2024 (9 months)

Led strategic management of a financial portfolio and provided advice based on client needs and risk profile. Opened key new bank accounts and consistently met monthly sales targets for financial products.

Gestión De Cartera Asesoría Financiera Estratégica Gestión Comercial

Líder de Desarrollo de Negocio

Senshi Academy Baq

Jan 2022 - Nov 2023 (1 year 10 months)

Designed and implemented expansion and institutional positioning strategies. Closed the three most important commercial agreements in under three months and increased registrations by 50% through strategic alliances.

Posicionamiento Institucional Gestión De Proyectos

Ejecutiva Senior Relaciones Corporativas

Cafam

Jul 2018 - Nov 2021 (3 years 4 months)

Managed and developed corporate relationships, including creating business engagement strategies and structuring proposals of value. Closed major corporate group agreements and received recognition for strengthening key corporate alliances in healthcare and education.

Vinculación Empresarial

Coordinadora de Experiencia de Cliente

Trading Group International

Feb 2011 - May 2018 (7 years 3 months)

Led customer experience and retention strategy, including satisfaction indicators and continuous improvement. Reduced complaints by 70% through more efficient retention processes and created service manuals with team training.

Customer Experience Strategy Indicadores De Satisfacción Gestión De PQRS

Líder de Territorio

El Tenedor

Mar 2010 - Dec 2010 (9 months)

Led territorial expansion and brand positioning, opening and consolidating regional strategic alliances. Opened the Valencia market and increased the client portfolio by 30% in the first quarter of operations.

Strategic Alliances Estrategia De Entrada Regional