Alan Hernandez, MBA, MSAI Candidate

Experience

• 

  American Red Cross

  Mar 2005 - Jul 2008

  Managed and supervised a team of 40 call center agents and recruiters responsible for the collection of over 100,000 blood products annually. Through effective leadership and guidance, successfully increased production by an impressive 27%.Provided regular coaching and support to employees, utilizing monthly performance metrics reports, metrics, and goals to drive productivity and maximize production levels.Implemented innovative marketing strategies and campaigns specifically targeted towards Platelet donations. These initiatives resulted in a substantial year-over-year increase of 40% in Platelet donations, ultimately enhancing the availability of this critical blood component. Show less Led the rebuilding and reorganization efforts of a 12-member team, assuming responsibility for the struggling San Diego territory that had failed to meet its annual goals for five consecutive years. Remarkably, within a span of just 8 months, successfully achieved the fiscal year goal, indicating a significant turnaround in performance.Implemented strategic initiatives that resulted in an impressive 37% increase in the donor base, effectively expanding the reach and impact of the organization.Focused on enhancing customer satisfaction and improving the overall experience. Through dedicated efforts and effective measures, raised customer satisfaction levels by a remarkable 80%, significantly improving the organization's reputation and relationships with its stakeholders.Prioritized employee engagement and satisfaction, resulting in a substantial improvement in employee retention rates. The team achieved an outstanding 95% employee retention rate, a significant increase from the previous rate of 40%. This improvement in employee retention signifies a positive work environment and successful implementation of strategies to foster a motivated and committed team. Show less

  • Supervisor, Donor Recruitment

    Jul 2007 - Jul 2008

  • Supervisor, Donor Recruitment

    Jul 2006 - Jul 2007

  • Supervisor, Donor Recruitment

    Mar 2005 - Jul 2006
• 

  American Red Cross

  Sept 2008 - Sept 2009

  Supervisor, Apheresis and Blood Donor Recruitment

  Developed and nurtured Community, Corporate and Community relationships, ensuring effective communication and ongoing engagement.Addressed customer inquiries promptly, providing accurate information, offering recommendations, and ensuring compliance with FDA, AABB, OSHA, and SQUIPP regulations.Took charge of hiring processes, conducting training for new hires, and conducting annual assessments for current staff. Acted as a coach, motivating team members and overseeing daily activities of call center representatives, resulting in improved efficiency and productivity.Generated, prepared, and presented comprehensive statistics on call center customer service representative productivity and efficiency. Collaborated with Supervisors to analyze findings and identify areas for improvement.Utilized CRM systems to compile and analyze call center statistics, streamlining sales and customer service processes.Participated in cross-functional teams to foster innovation, develop customer-centric solutions, reduce costs, and implement LEAN projects aimed at enhancing company efficiency. Ensured the delivery of high-quality service and timely provision of blood products to major accounts. Show less

• 

  American Red Cross

  Sept 2010 - Jul 2020

  Oversaw multiple territories and consistently achieved success by driving growth, increasing revenue, and ensuring long-term sustainability.Managed a diverse portfolio of over one hundred and fifty Red Cross Healthcare and Community partners.Took charge of planning, directing, coordinating, and managing functions and activities related to blood drive operations across Los Angeles, Riverside, and San Bernardino Counties, resulting in over 300 successful operations.Developed and implemented an effective go-to-market strategy.Effectively managed budgets and allocated resources to maximize operational efficiency.Served as the primary presenter for various public speaking engagements.Devised and executed a sales strategy based on thorough market research and competitor analysis.Created comprehensive performance reports and territory sales analyses, presenting them to senior leadership on an annual basis.Established new partnerships and nurtured long-term relationships with community organizations, government agencies, municipalities, corporations, academia, and the public sector.Served as a member of the Board Committee for the American Red Cross and Pomona Unified School District.Consistently achieved and surpassed annual goals, resulting in an average annual growth rate of 5% over a 10-year period.Prioritized employee development, fostered a positive organizational culture, leveraged partnerships, utilized social media and data analytics, and implemented effective information systems and strategies.Identified and cultivated relationships with external partners to support diversity and inclusion strategies for underrepresented groups.Successfully completed the fifth turnaround project during tenure at the American Red Cross, leading to a remarkable 34% improvement in territory performance. Show less During my tenure as an Account Manager at American Red Cross Biomedical Services, I was entrusted with the responsibility of overseeing various aspects, including Accounts, Operations, Performance, Logistics, and Cost Management Programs. My role involved managing and coordinating over 400 blood drives annually, spanning across 25 cities in Riverside County.As the Account Manager, I held complete accountability for the organization, administration, and control of blood drives. My primary focus was to ensure optimal performance of all blood drives within the territory, while maintaining cost-effectiveness and timely execution. I diligently supervised the donor collection functions of the assigned team, which encompassed recruitment and adherence to stringent quality standards.In addition to my operational responsibilities, I played a vital role in motivating and educating team members, fostering positive morale, and promoting operational collaboration within the region. It was essential to create a cohesive and productive working environment to achieve our goals effectively.Overall, my role as an Account Manager involved strategic oversight, performance management, team leadership, and ensuring the smooth execution of operations to maximize impact while minimizing costs. Show less

  • Account Manager, Operations & Recruitment

    Sept 2018 - Jul 2020

  • Account Manager, Operations & Recruitment

    Sept 2010 - Sept 2018
• 

  American Heart Association

  Aug 2022 - now

  Director, Corporate and Community Impact

  Lead the development and execution of strategies to promote health impact, with a particular focus on fostering healthy living, addressing cardiovascular disease, stroke, CPR, hypertension, diabetes, and other chronic conditions.Collaborate with corporate sponsors to identify and prioritize solutions that align with their needs while staying true to the Association's mission and capabilities.Nurture ongoing relationships with community health centers and primary care clinics to drive ambulatory health goals, ensuring their active participation in the Association's recognition programs.Establish a sustainable culture of health within our community by forging meaningful partnerships with volunteers and other stakeholders. This includes recruiting and retaining a diverse range of volunteers, such as healthcare providers, students, senior-level executives, and community leaders.Support the engagement of the Division's Board of Directors in collaboration with your supervisor.Take responsibility for organizing and managing volunteers, ensuring their contributions are maximized.Play a pivotal role in convening coalitions that promote health equity and facilitate policy, system, and environmental changes aligned with the Association's impact goals.Leverage strategic community alliances, such as faith-based institutions, federally qualified health centers (FQHCs), and community centers, as well as corporate relationships (e.g., Top 25 Companies, sponsors), to drive direct health impact.Develop and implement a comprehensive strategy to effectively manage hypertension, cholesterol control, and healthy behavior initiatives. Additionally, lead efforts to prevent youth tobacco use and vaping, integrating Health Strategies and Development across these initiatives.Effectively communicate the Association's outreach efforts to diverse audiences within the community.Manage allocated budgets efficiently to achieve successful activations and initiatives Show less