Available to hire
Hi, I’m Pilar M. Hernandez. I’m a versatile customer service leader with over a decade of experience building and guiding high-performing teams in manufacturing and corporate settings. I excel at turning complex processes into efficient workflows, coaching staff, and partnering with cross-functional teams to deliver outstanding service and measurable improvements. I love turning ideas into practical plans and meaningful customer experiences.
Outside of work I’m passionate about travel, music, and organization. I enjoy crafting engaging storytelling, planning seamless itineraries, and applying a creative yet structured approach to content creation and experience design.
Experience Level
Expert
Expert
Expert
Expert
Expert
Intermediate
Intermediate
Language
English
Fluent
Spanish; Castilian
Fluent
French
Intermediate
Work Experience
Customer Service Manager at Milliken & Co – Chemical Division
April 1, 2020 - August 1, 2025Led and developed high-performing customer service teams, overseeing daily operations, coaching staff, and resolving escalated issues while driving improvements in service quality and efficiency. Monitored and analyzed key performance metrics—including response times, satisfaction scores, and resolution rates—to implement workflow enhancements and elevate the overall customer experience in partnership with cross-functional teams. Contributed to major strategic initiatives, including pricing and return policy updates, AI integration, role tiering, and communication standards projects to support organizational growth and operational alignment.
Caregiver at Self-Employed
January 1, 2014 - December 31, 2023Provided personal care and wellbeing support, coordinating daily activities and health goals to enhance comfort and safety for clients.
Inside Sales at Silvercote, LLC
February 1, 2018 - September 1, 2019Handled customer accounts—entered orders and quotes; collaborated on resolutions for delivery, material, or credit issues. Coordinated resolution of delivery and material-related issues, managed late shipments, and partnered with Traffic, Sales, and Planning to recover materials and support accurate production and delivery scheduling. Activated customer concerns by initiating complaint, credit, and material loss entries in CXM software, ensuring precise tracking and timely follow-up across teams.
Customer Service Representative at Invista Ashburn Hill, LLC
July 1, 2012 - October 1, 2015Managed customer order processing and issue resolution, providing product and service information while researching inquiries to maintain a positive customer experience. Collaborated with cross-functional teams—Supply Chain, Sales, Accounting, and Warehouse Shipping—to resolve operational issues, identify trends, and escalate supply-chain or pricing concerns to leadership. Supported ISO 9001 process improvements and assisted with translations, returns, project tasks, and data/spreadsheet work.
Accounting/Imports at American Lamprecht
April 1, 2012 - June 1, 2012Posted A/P & A/R transactions and initiated the creation of files in the processing system for Imports.
Customer Service Mgr (acting) at Trelleborg Coated Systems US, Inc.
January 1, 2009 - March 1, 2012Oversaw and supported customer service and sales operations, ensuring accurate order entry, returns processing, quoting, status updates, product profiling, and maintenance of customer data while enabling the sales team with tracking tools and performance spreadsheets. Contributed to division-wide Software Conversion and Pricing initiatives to drive alignment and adoption; supervised daily workflows and delivered monthly performance reports to upper management.
Freelance Work at Self-Employed
July 1, 2007 - January 1, 2009Document translation: legal forms, contracts, music lyrics, church documents; Interpreter: meetings, consultations, immigration, mission work, church activities; Music lessons: provided vocal coaching and taught piano.
Imports Specialist at Miami Customs Services, Inc.
April 1, 2004 - June 1, 2007Created entries and submitted documentation to US Customs for clearance of merchandise; aided clientele on all aspects of merchandise clearance (USDA, FDA, DOT), logistics, file maintenance and billing for services rendered.
Client Associate at Merrill Lynch
November 1, 2000 - March 1, 2004Developed spreadsheets and presentations for the office or the branch manager’s personal clientele; coordinated luncheons, meetings for office events, and handled marketing and technological issues.
Office Manager at Ktel USA Company
January 1, 2000 - October 1, 2000Uploaded payroll/payments of personnel using QuickBooks and Excel; translated and revised contracts in English and Spanish.
Mortgage Processor at Bridge Mortgage Bank
September 1, 1998 - January 1, 2000Processed loans for borrowers based on FHA/VA/FNMA guidelines; examined and analyzed closing documents and HUD-1s.
Education
BS in Finance at Florida Atlantic University
January 11, 2030 - January 1, 2000AA in Economics at Miami-Dade Community College
January 11, 2030 - January 1, 1995Qualifications
Industry Experience
Manufacturing, Professional Services, Other
Experience Level
Expert
Expert
Expert
Expert
Expert
Intermediate
Intermediate
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