Top Talent like Ricardo are on Pangea
Pangea, a YC company, connects companies with fractional talent. Fractional hiring allows companies to move faster and work with more specialized talent, while giving talent more flexibility and independence. If you are talent open to fractional work, apply here. If you’re a company looking for high-quality fractional talent, learn more here.
Ricardo Hernandez
Chief Executive Officer | 20+ Years of Sales & Operations Leadership
Goal-oriented executive and operations leader with 20+ years of leadership experience across customer service, banking operations, sales, budgeting/reporting, and multi-unit retail/hospitality management. Detail-focused, proactive, and skilled in operational efficiency, training and mentoring, standardized methodologies, and building service offerings and pricing strategies—proven at driving teams to meet and exceed sales and service goals.
Work History
G
Chief Executive Officer
Global Facility SolutionsPlan, develop, implement and direct the organization's operational and fiscal function and performance Develop and continuously improve the companies cleaning & janitorial strategy Identify unmet needs in the marketplace and develop strategies to expand or launch offerings Determine the market value for service line components and deploy pricing strategies to support profit optimization and market competitiveness Tool Development Develop tools (apps, automated spreadsheets,) for operational staff to use in support of cleaning & janitorial solution development and pricing Standardized Methodologies Develop standardized methodologies for client solutions, service delivery, pricing and proposing the cleaning and janitorial offering Build Brand Awareness Position the company and team as cleaning and janitorial industry Participate in industry organizations including membership, conferences, speaking engagements, white papers, and certifications.P
Customer Service Manager
Pacific Gas & ElectricJan 2014 - Dec 2022 • 9 yrsManage operational expenses for Customer Service Offices Deliver exceptional customer service through business operations, by both in person actions and by modeling correct behaviors Introduced higher standards for customer service and increased efficiency by streamlining operations Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags Researched and observed emerging markets and market shifts to take advantage of potential leads and new markets Kept accurate records to document customer service actions and discussions Controlled resources and utilized assets to achieve qualitative and quantitative targets Took ownership of customer issues and followed problems through to resolution Reviewed repeated issues within operations and business management to solve problems and improve company outcomes Completed special projects by using effective decision making, critical thinking and time management skills Collaborated with upper management to improve customer service processes and support structures company wide Monitored customer service operations to assess agent performance and provide feedback Created and reviewed invoices to confirm accuracy Collaborated with the marketing department to launch and manage promotional activities and campaigns Resolved customer complaints while prioritizing customer satisfaction and loyalty Followed through with client requests to resolve problems Exceeded team goals and collaborated with staff members to implement customer service initiatives Developed service procedures, policies and standards Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.B
VP-Bank Operations Manager
Bank of the SierraJul 2011 - Jan 2014 • 2 yrs 7 mosEnsuring all aspects of bank operations are in compliance with all applicable state and Federal laws, regulations and bank policies and procedures Handles customer inquires and complaints Actively participates in relationship development activities Maintains a daily operational function of the branch security system Responsible for managing and coaching of sales and service personnel Maintaining profit and losses for banking center by building and retaining customer relationships Conducts one-on-one performance evaluations Monitored performance and completed performance appraisals for reports Recommended new procedures to boost consistency and customer experiences Oversaw branch operations and workflow for consistency Prepared cash flow projections, cost analysis and monthly, quarterly and annual reports Performed spending analysis and partnerships to refine policies and develop recommendations for improvement Prepared internal and regulatory financial reports, balance sheets and income statements Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement Improved overall financial reporting by streamlining control processes and reporting structures Developed strategic plans for day-to-day financial operations.B
Financial Services/Customer Service Manager
Bank of America Call CenterJun 2008 - Jul 2011 • 3 yrs 2 mosOffer products and services to customers to enhance their banking relationship Actively participate in sales meetings and offer creative ideas Assist in coaching and cross training of other staff members in sales and operations as needed Conduct outbound calls by using referral sources, walk-in sources, telephone or in-person calls Open all new Business relationships and be point person for all Business referrals Identified signs of fraud and took proactive action to protect institutional assets Evaluated and approved journal entries, helping to keep accounts current and accurate.M
Multi-Unit Restaurant General Manager
Miramar IncMay 2002 - Jun 2008 • 6 yrs 2 mosManage 2 full service Restaurant and Bar with over 1M in annual sales volume Recruit, Hire, Train, retain and develop Restaurant team Maintain safe and secure environment for all Guests and Team Work shifts to coach employees and provide ongoing feedback for their development Handle marketing and business development strategies Manage store appearance, maintenance, and atmosphere Budget management Profit and Loss accountability Developed, implemented and managed business plans to promote profitable food and beverage sales Carefully interviewed, selected, trained and supervised staff Prepared for and executed new menu implementations Promoted positive atmosphere and went above and beyond to guarantee each customer received exceptional food and service.Education
C
California State University, Fresno
Bachelor of Science, Business Administration1996How Pangea Works
Effortlessly discover top talent
We've distilled the candidate search from endless hours down to just a few minutes. Using Pangea's AI-powered search tools, you can find top fractional talent able to take on your next project. Our system looks at your company's niche and your needs to find the perfect match faster than any traditional hiring platform.Start working with talent today
The top talent on Pangea is ready to get started with you right now. You can message or hire a candidate right from their profile page and start assigning work as soon as they respond. And the best part? Pangea's fractional contract structure lets you start small and ramp up as your needs change, keeping your costs manageable and your team's capabliities flexible.Track work and invoices in one place
Assign tasks, track progress, and complete invoices all on Pangea. We've combined every part of the hiring process into one platform to eliminate the miscommunication that's unavoidable on other freelance platforms. We even send out 1099s to your contractors at the end of the year!Talk with a Talent Expert
Members of our team are available to help you speed through the hiring process.
Available NowBook a Call
Chief Executive Officer | 20+ Years of Sales & Operations Leadership
Goal-oriented executive and operations leader with 20+ years of leadership experience across customer service, banking operations, sales, budgeting/reporting, and multi-unit retail/hospitality management. Detail-focused, proactive, and skilled in operational efficiency, training and mentoring, standardized methodologies, and building service offerings and pricing strategies—proven at driving teams to meet and exceed sales and service goals.
Talk with a Talent Expert
Members of our team are available to help you speed through the hiring process.Available NowBook a Call
Top Talent like Ricardo are on Pangea
Pangea, a YC company, connects companies with fractional talent. Fractional hiring allows companies to move faster and work with more specialized talent, while giving talent more flexibility and independence. If you are talent open to fractional work, apply here. If you’re a company looking for high-quality fractional talent, learn more here.Ricardo Hernandez
Work History
G
Chief Executive Officer
Global Facility SolutionsPlan, develop, implement and direct the organization's operational and fiscal function and performance Develop and continuously improve the companies cleaning & janitorial strategy Identify unmet needs in the marketplace and develop strategies to expand or launch offerings Determine the market value for service line components and deploy pricing strategies to support profit optimization and market competitiveness Tool Development Develop tools (apps, automated spreadsheets,) for operational staff to use in support of cleaning & janitorial solution development and pricing Standardized Methodologies Develop standardized methodologies for client solutions, service delivery, pricing and proposing the cleaning and janitorial offering Build Brand Awareness Position the company and team as cleaning and janitorial industry Participate in industry organizations including membership, conferences, speaking engagements, white papers, and certifications.P
Customer Service Manager
Pacific Gas & ElectricJan 2014 - Dec 2022 • 9 yrsManage operational expenses for Customer Service Offices Deliver exceptional customer service through business operations, by both in person actions and by modeling correct behaviors Introduced higher standards for customer service and increased efficiency by streamlining operations Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags Researched and observed emerging markets and market shifts to take advantage of potential leads and new markets Kept accurate records to document customer service actions and discussions Controlled resources and utilized assets to achieve qualitative and quantitative targets Took ownership of customer issues and followed problems through to resolution Reviewed repeated issues within operations and business management to solve problems and improve company outcomes Completed special projects by using effective decision making, critical thinking and time management skills Collaborated with upper management to improve customer service processes and support structures company wide Monitored customer service operations to assess agent performance and provide feedback Created and reviewed invoices to confirm accuracy Collaborated with the marketing department to launch and manage promotional activities and campaigns Resolved customer complaints while prioritizing customer satisfaction and loyalty Followed through with client requests to resolve problems Exceeded team goals and collaborated with staff members to implement customer service initiatives Developed service procedures, policies and standards Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.B
VP-Bank Operations Manager
Bank of the SierraJul 2011 - Jan 2014 • 2 yrs 7 mosEnsuring all aspects of bank operations are in compliance with all applicable state and Federal laws, regulations and bank policies and procedures Handles customer inquires and complaints Actively participates in relationship development activities Maintains a daily operational function of the branch security system Responsible for managing and coaching of sales and service personnel Maintaining profit and losses for banking center by building and retaining customer relationships Conducts one-on-one performance evaluations Monitored performance and completed performance appraisals for reports Recommended new procedures to boost consistency and customer experiences Oversaw branch operations and workflow for consistency Prepared cash flow projections, cost analysis and monthly, quarterly and annual reports Performed spending analysis and partnerships to refine policies and develop recommendations for improvement Prepared internal and regulatory financial reports, balance sheets and income statements Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement Improved overall financial reporting by streamlining control processes and reporting structures Developed strategic plans for day-to-day financial operations.B
Financial Services/Customer Service Manager
Bank of America Call CenterJun 2008 - Jul 2011 • 3 yrs 2 mosOffer products and services to customers to enhance their banking relationship Actively participate in sales meetings and offer creative ideas Assist in coaching and cross training of other staff members in sales and operations as needed Conduct outbound calls by using referral sources, walk-in sources, telephone or in-person calls Open all new Business relationships and be point person for all Business referrals Identified signs of fraud and took proactive action to protect institutional assets Evaluated and approved journal entries, helping to keep accounts current and accurate.M
Multi-Unit Restaurant General Manager
Miramar IncMay 2002 - Jun 2008 • 6 yrs 2 mosManage 2 full service Restaurant and Bar with over 1M in annual sales volume Recruit, Hire, Train, retain and develop Restaurant team Maintain safe and secure environment for all Guests and Team Work shifts to coach employees and provide ongoing feedback for their development Handle marketing and business development strategies Manage store appearance, maintenance, and atmosphere Budget management Profit and Loss accountability Developed, implemented and managed business plans to promote profitable food and beverage sales Carefully interviewed, selected, trained and supervised staff Prepared for and executed new menu implementations Promoted positive atmosphere and went above and beyond to guarantee each customer received exceptional food and service.Education
C
California State University, Fresno
Bachelor of Science, Business Administration1996How Pangea Works
Effortlessly discover top talent
We've distilled the candidate search from endless hours down to just a few minutes. Using Pangea's AI-powered search tools, you can find top fractional talent able to take on your next project. Our system looks at your company's niche and your needs to find the perfect match faster than any traditional hiring platform.Start working with talent today
The top talent on Pangea is ready to get started with you right now. You can message or hire a candidate right from their profile page and start assigning work as soon as they respond. And the best part? Pangea's fractional contract structure lets you start small and ramp up as your needs change, keeping your costs manageable and your team's capabliities flexible.Track work and invoices in one place
Assign tasks, track progress, and complete invoices all on Pangea. We've combined every part of the hiring process into one platform to eliminate the miscommunication that's unavoidable on other freelance platforms. We even send out 1099s to your contractors at the end of the year!Talk with a Talent Expert
Members of our team are available to help you speed through the hiring process.Available NowBook a Call
Pangea empowers fractional work across the world for marketing and design roles.