Microsoft Office
FERNANDO HERNANDEZ
INDUSTRIAL ENGINEER
XALAPA,VER
Summary
Knowledgeable Industrial Engineer skilled in process improvements, and quality systems management. Strategic planner, active listening and analytical problem solver.
Overview
2
2
years of professional experience
6
6
years of post-secondary education
Work History
Customer Service Representative
Teleperformance
08.2023 - 05.2024
- Resolved customers issues related to Ambetter Health Medical Insurance services, such as complaints, payments, FAQs, updates, conflicts resolutions and more, always with empathy, and managing high-stress situations effectively, maintaining professionalism under pressure.
- Actively listened to customers, handled concerns quickly enhancing customer satisfaction by promptly addressing concerns and providing accurate information.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
- Handled escalated customer complaints effectively, leading to satisfactory resolutions for both the client and the company.
CAMP COUNSELOR
CAMP MENOMINEE
05.2023 - 08.2023
- Worked with children of varying age, interest, skill, and developmental levels.
- Planned, organized, executed and supervised activities with kids, parents and coworkers.
- Maximized camper enjoyment by adapting programs to accommodate diverse interests and abilities.
- Developed strong relationships with co-counselors that resulted in seamless teamwork during challenging situations or emergencies.
- Assisted in the successful management of daily operations such as meal planning, activity scheduling, and site maintenance.
- Ensured camper safety by enforcing camp rules, supervising group activities, and responding promptly to incidents or concerns.
- Participated in regular staff meetings to discuss strategies for improvement in areas such as programming, behavior management, and staff training.
TRAINER AND PROCEDURES EVALUATOR
PEREDO CONSORTIUM
08.2022 - 04.2023
- Conducted comprehensive needs assessments to identify gaps in knowledge and skills, informing future program development.
- Collaborated with subject matter experts to create accurate training content.
- Developed customized training materials for various industries, ensuring relevance to the target audience.
- Streamlined processes for creating, updating, and distributing training materials.
- Coached employees on best practices, providing constructive feedback to support their professional growth.
- Evaluated the effectiveness of training initiatives by tracking participant progress and gathering feedback for continuous improvement.
Camp Counselor
Camp Menominee
05.2024 - 08.2024
- Collaborated with fellow counselors to create memorable events that promoted teamwork and strengthened bonds among campers.
- Led groups of children safely through variety of camp activities.
- Implemented rules and regulations to enforce discipline and compliance.
- Led conflict resolution efforts among campers, fostering a positive atmosphere conducive to personal development.
- Encouraged team building to increase camaraderie, trust and rapport.
- Kept accurate records of each camper''s medical information, dietary restrictions, and emergency contacts as part of maintaining a safe environment for all participants.
Education
Bachelor at Industrial Engineering - Industrial Engineering
HIGHER TECHNOLOGICAL INSITUTE OF XALAPA
XALAPA, VER 01.2016 - 05.2022
English Lenguage - English-as-a-Second-Language Education
BRISTOL BY CAMBRIDGE
Xalapa, Veracruz, Mexico 05.2019 -
Skills
Decision-Making
Software
Languages
English
Advanced (C1)
Spanish
Bilingual or Proficient (C2)
Timeline
Camp Counselor
Camp Menominee
05.2024 - 08.2024
Customer Service Representative
Teleperformance
08.2023 - 05.2024
CAMP COUNSELOR
CAMP MENOMINEE
05.2023 - 08.2023
TRAINER AND PROCEDURES EVALUATOR
PEREDO CONSORTIUM
08.2022 - 04.2023
English Lenguage - English-as-a-Second-Language Education
BRISTOL BY CAMBRIDGE
05.2019 -
Bachelor at Industrial Engineering - Industrial Engineering
HIGHER TECHNOLOGICAL INSITUTE OF XALAPA
01.2016 - 05.2022
Similar Profiles
Jorge BecerrilJorge Becerril
Business Manager at TeleperformanceBusiness Manager at Teleperformance
ASMITA BAGULASMITA BAGUL
Customer Service Representative at TeleperformanceCustomer Service Representative at Teleperformance
MOHAMMAD MINAJMOHAMMAD MINAJ
Operations Team Leader at TeleperformanceOperations Team Leader at Teleperformance