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
Creative Mindset
Problem-Solving
Planning and coordination
Online Instruction
Data Entry
Material Handling Management
Process Improvement
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