Terilyn Hernandez

About

Licensed real estate professional in New Hampshire, helping buyers and sellers navigate the market with confidence. Focused on clear communication, strong advocacy, and a smooth transaction experience. Based in Concord, NH. Also experienced in customer experience strategy, account management, and operations across various industries.

Experience

• Realtor · Keller Williams Metropolitan - New Hampshire2025-01-01 –
• Customer Experience Design Leader · T-Mobile2023-02-01 – 2023-11-01
• Care Customer Experience Strategy - Emerging Business · T-Mobile2018-03-01 – 2023-11-01
• Director of Customer Care · Layer3 TV Inc.2016-11-01 – 2018-03-01
• Director of Customer Care · Denver Based Start Up2016-01-01 – 2018-03-01
• Vice President, Account Management and Customer Experience · Transcom2012-01-01 – 2016-04-01

  Managed a $90M account. Directed Training and Quality teams in three countries. Oversaw Operations of Virtual Call Center. Initiated multi-departmental process improvement activities, assuring top-quality service to clients.

• Director, Client Services and Performance Delivery · Transcom2010-03-01 – 2011-12-01

  Client Services, Quality and Training leadership across three countries supporting 4000 productive FTE and 500 support FTE

• Division Vendor Partner Lead · Comcast Cable2008-09-01 – 2010-04-01
• Manager, Call Center Operations · Comcast Cable2007-12-01 – 2008-09-01

  Responsible for strategic initiatives for the Division and Regions Vendor management and outsourcing strategy. Care Financial metrics. Division consistency and optimization.

• Director of Operations · CDI Technology2004-04-01 – 2007-12-01

  Led implementation and support for MICROS hospitality technology solutions. Managed profit and loss (P&L) and organizational processes for multi-state offices. Oversaw multi-state technical projects and tech support at call centers. Guided strict compliance with policies, procedures, and regulations.

Education

• Westmont College

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