Santiago Hernandez

About Santiago Hernandez

As a Chief Data Officer in the financial services industry, I leverage innovative AI and GenAI technologies to drive significant business growth and operational excellence. My proven expertise includes successfully deploying AI-driven customer service solutions that increased first-call resolution by 5%, pioneering GenAI solutions that boosted employee productivity by 40%, and implementing advanced machine learning automation that dramatically reduced model deployment time and manual processes.With a strategic mindset and strong collaborative skills, I build data-driven cultures, enhance data governance, and deliver actionable insights to empower informed decision-making. I focus on aligning technology-driven solutions with organizational objectives, improving customer experiences, and mitigating operational risks.Specialties: GenAI & AI Implementation, Machine Learning Optimization, Advanced Analytics, Data Governance, Data-Driven Leadership, Financial/KPI Reporting, Risk Management, Business Intelligence, and Strategic Analytics.Programming Languages: SAS, ORACLE/SQL, VBA, Hadoop, UNIX, and Teradata.

Experience

1. Chief Data Officer

   Mercury Financial

   Mar 2023 — Present

   As the Chief Data Officer for Mercury Financial, I spearhead the development and execution of the company\'s data strategy to support and empower data-driven decision-making via the following:• Advanced AI Integration: Deployed AI agents in customer service, increasing first-call resolution by 5% and identifying and addressing calls exceeding one-hour durations through precise GenAI messaging, leading to enhanced customer satisfaction and operational efficiency.• Generative AI for Productivity: Pioneered a Generative AI solution that elevated team productivity by 40%, concurrently reducing the risks associated with IP migration and safeguarding critical organizational knowledge.• Machine Learning Automation: Onboarded an advanced ML automation tool that decreased model deployment times by a factor of 4, providing automated reporting and integrated scoring systems, significantly cutting down the manual workload of data scientists by a factor of 7.• Data Culture: Developed critical elements of a data-driven ethos via the distribution of a clear data strategy, data literacy, strong collaboration between departments, and robust data quality while embracing positive feedback loops and reward systems and promoting innovation for a $3.3B book of business• Infrastructure Development: Directed design and implementation of analytics infrastructure, expanding computational capacity by 30%, facilitating AI/ML integration, and streamlining complex analytics capabilities• Leadership: Built high-performing teams by championing continuous education, skill enhancement, and leadership growth, strategically scaling resources through targeted automation and talent nurturing initiatives, resulting in an 8x return on FTE investment

Education

• University of Delaware

  Master of Business Administration (MBA), Concentration in Strategic Analytics

  2014 — 2020

• Towson University

  B.S., Magna Cum Laude - Business Administration with a Concentration in Finance

  2002 — 2006

Skills

• Photoshop
• Strategy
• Strategic Planning
• Excel
• Financial Analysis
• Banking
• Data Analysis
• Management
• Sas
• Microsoft Excel
• Business Analysis
• Process Improvement
• Analysis
• Credit
• Portfolio Management
• Data Mining
• Credit Cards
• Dreamweaver
• Finance
• Project Management
• Web Design
• Analytics
• Sql