Maria Thet Hernandez

- Overall responsible for quality operations of Member Services and Disputes organizations - Established and scaled the Quality org from the ground up, including internal, vendor and third-party Quality provider (150+ QAs) - Manage and lead the program and operations management of the quality function supporting phone, email, chat and social care - Led end-to-end RFP process for Quality Management Tooling, including SOW management - Led the full RFP process, including contract negotiation resulting in $600k in savings, and SOW/MSA management for the BPO QA (third-party quality auditors) with 100+ QAs that monitor agent interaction across phone, email, chat across all Tiers - Owned and led the successful launch of BPO QA Vendor Operations across 3 sites in 2 geos.

Led a group of quality program managers (people managers and individual contributors) responsible for the following areas: Quality Data and Infrastructure, Customer Support, Trust, Safety, Claims, Quality Insights, and Hotel Tonight's CS Quality.

• Primary direct responsible individual for the vendor quality programs across multiple suppliers and locations. • Ensure global alignment across internal and external stakeholders through proactive communication and facilitation of cross-functional projects. • Manage relationships with key vendor quality POCs to ensure quality standards and contractual obligations are being met. • Work directly with Vendor Operations team to help set, prioritize and execute on team based OKRs. • Drive several projects across cross-functional partners relating to bench marking quality, identifying thematic gaps and areas of improvement, introducing industry best practices and improving existing processes. • Develop project charter/plans outlining key dependencies, timelines and milestones, resources and tasks alongside creating plans to mitigate risks and response to roadblocks. Key Projects: • Led the RFP process for the Quality Management System (QMS) selection. • Established global calibration process participated by cross functional internal Twitter teams and vendor operations.

• Lead a team of of 40+ outsourced coaching and QA analysts (Philippines, India and Mexico) dedicated to monitoring TechStyle's high-volume global call centers of more than 1300 seats serving omni-channel support for five major brands: Rihanna’s Savage X Fenty, JustFab, ShoeDazzle, FabKids, and Kate Hudson’s Fabletics. • Oversee the implementation and evaluation of audit accuracy and reproducibility processes. • Orchestrate business insights through speech analytics platform. • Evaluate weekly, monthly, and quarterly QA and MSAT statistical reports; recommend changes to processes, training, and compliance guidelines. • Partner with Member Experience Escalations and Brand Reputation teams to address member complaints. • Communicate with Operations and Training leaders to report EOM performance. • Liaise with EU counterparts on a monthly basis to share report and insights, process improvement initiatives, and best practices. Accomplishments: • Launched and own Speech Analytics program; gaining operational efficiency by transforming 3% manual audit volume to 100% audit volume. • Improved CSAT performance by 6-8% YoY through the creation of closed-loop feedback process • Established monthly and yearly Quality Awards program to recognize exceptional QA and MSAT performance of fashion consultants across all North America and UK Region • Developed a unique monitoring scorecard that emphasized positive reinforcement instead of focusing on “point-deduction” type of monitoring form; segregated member experience from business requirement parameters • Authored playbook for QA and CSAT Team

Built the ecommerce’s quality program from the ground up.

• Led 4 supervisors of a blended (inbound/outbound) call center of 60-75 verifiers for a third party background screening company headquartered in NY. • Ensured that SLAs (productivity, quality, CSAT) are consistently met • Interviewed, hired, and on-boarded new hires; evaluated employee suspension and/or termination. • Tracked effectiveness of improvement efforts to business performance. • Addressed performance deficiencies by developing and executing performance improvement plans. • Processed verification disputes from our clients through thorough investigation. • Coordinated with internal departments to execute proper team management deliverables.

• Supervised a team of 20+ Quality Assurance Specialists. • Allocated resources and directed day-to-day operations across programs. • Implemented performance improvement plan for employees below minimum performance standards. • Generated accurate and statistical periodic reports to support quarterly business review. • Conducted annual performance and salary review of direct reports. • Aligned internal policies and procedures to promote team efficiency and effectiveness.

• Troubleshoots product issues to meet customer satisfaction • Calls back customers to ensure that technical issues have been fully resolved • Sends out on-site technician and PC hardware parts, if necessary