Benedict Hernandez
 eTelecare International
Plenary Speaker

Curriculum Vitae

Mr. Hernandez has more than 10 years experience leading efforts to start-up, manage, and grow customer service organizations in the telecommunications industry. 

Prior to joining the eTelecare team, he was Vice-President for Customer Care at Nextel Communications Philippines, Inc.  There, he set-up and led a customer care group that was judged the best managed among all of Nextel’s international companies, based on measures of quality and efficiency.  His customer care unit also received the highest rated customer satisfaction ratings among all Philippine telecommunications companies during a 2000 industry survey.  Mr. Hernandez joined Nextel during its pre-operational phase, in 1997, and left in 2000 when it was the Philippine market leader. 

Prior to working at Nextel, Mr. Hernandez was a Customer Care Manager at Smart Communications, Inc., the largest cellular company in the Philippines.  There, he led the efforts to set-up the recruiting, training, performance-management, customer research, and quality assurance systems for Smart’s customer care division during the company’s pre-operational and rapid growth phases.  He also supervised the nationwide rollout of 50 Smart branches, establishing 2 to 3 branches every month. Mr. Hernandez joined Smart Communications in 1992 and left when it was the market leader in the Philippine cellular industry.

In addition to his experience in the cellular industry, Mr. Hernandez was a psychology instructor at the University of the Philippines, where he taught various content and research methods courses while handling various consulting projects in the areas of customer research, organizational assessment, and training.  He is a Ph.D. candidate in Social Psychology at the same university, and was presented an award as the university’s most outstanding graduate student in 1993.  He graduated Magna Cum Laude from the University of the Philippines with a BA in Psychology.