Carmen R. Herrera
Assistant Director of Customer Service @City Of Homestead
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WORK HISTORY
Assistant Director of Customer Service @City Of Homestead
US
EDUCATION
Nova Southeastern University
Bachelor of Business Administration - BBA, Professional Business Management
Nova Southeastern University
Master of Business Administration - MBA
ABOUT CARMEN R. HERRERA
WHO I AM:Highly accomplished leader of high-performing customer service operations and Change Management Practitioner. I\'ve championed high-level talent recruitment, process innovation, and internal change management efforts enabling the attainment of best-in-class KPIs and NPS scores.Professional who has consistently been recognized for an ability to build, align, and lead high-performing teams of matrixed stakeholders. I have worked effectively with cross-functional stakeholders from diverse backgrounds and am fully bilingual in English and Spanish.Project manager and culture agent with a demonstrated history of accelerating P&L performance via the effective transformation of customer service experiences, product portfolios, systems, and human capital plans.Champion of complex portfolios of initiatives at FPL/NextEra Energy with enterprise impact. During my career, I leveraged expertise in Agile and Prosci toward a reinvention of customer journeys, elevation of business impact, and reduction of risk.MY COMPETENCIES INCLUDE:Operations Management• Change Management • Process Improvement • Six Sigma Black Belt • Strategic Planning • Vision Definition • Project Management • Program Management • Business Roadmapping • Journey Mapping • Internal Transformation • Cross-Functional Leadership • Resource Planning • Team Building • Leadership Development • Training • Agile • Scrum • Waterfall • Kaizen • Kanban • Salesforce CRM and more.
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