Julio C. Hernandez Najera
Puerto Vallarta, Jalisco
Summary
Proactive team player with strong marketing, customer service and oversight skills. Over 30 years experience in the customer service field. Comfortable working with people of all different levels in a company.
Overview
30
30
years of professional experience
Work History
Owner / Manager
vomFASS
10.2009 - 10.2020
- Launched the first vomFASS franchise in Spain.
- Managed the day-to-day business operations.
- Developed and maintained strong relationships with customers, resulting in repeat business and referrals.
- Oversaw daily operations, ensuring all tasks were completed accurately and efficiently by team members.
- Increased customer satisfaction by implementing efficient business processes and providing exceptional service.
- Implemented marketing strategies to increase brand awareness and attract new customers.
- Achieved financial growth with strategic planning, cost control measures, and targeted marketing efforts.
- Organized and attended trade shows and special events to showcase products, network with other businesses and attract new customers.
- Evaluated industry competition regularly to maintain a competitive advantage in the marketplace.
- Monitored market conditions to set accurate product pricing and take advantage of emerging trends.
- Ensured regulatory compliance by staying abreast of industry-related changes and implementing necessary policies or procedures as needed.
- Enhanced company's market position by identifying and pursuing new business opportunities.
- Elevated brand awareness with targeted marketing campaigns, leveraging social media and digital platforms.
- Negotiated price and service with customers and vendors to decrease expenses and increase profit.
- Enhanced customer satisfaction by resolving disputes on the spot, by maintaining open lines of communication, and ensuring high-quality service delivery.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
Senior Personal Banking Officer
Scotiabank
09.2005 - 12.2008
- Senior Personal Banking Officer assigned to a large number of customers to assist them with their financial needs and wealth management.
- Built long-term relationships and proactively advised them on how to improve the handling of their savings, investments, loans and insurance needs.
- Demonstrated commitment to professional development by pursuing relevant certifications and participating in ongoing industry education.
- Identified cross-selling opportunities within existing client base, leading to an increase in product penetration rates.
- Mentored junior Personal Banking Officers, sharing industry knowledge and best practices for career development.
- Contributed to positive work culture by actively participating in team meetings, training sessions, and performance evaluations.
- Managed risk effectively through diligent credit analysis and adherence to lending policies and procedures.
- Participated in community events as a bank representative, fostering goodwill and promoting brand awareness.
- Exceeded sales targets consistently through effective prospecting, networking, and relationship-building efforts.
- Developed strong relationships with high-net-worth clients, resulting in long-term loyalty and increased profitability.
- Streamlined loan application processes for faster approval times and increased customer satisfaction.
- Enhanced customer satisfaction by providing personalized banking solutions tailored to individual financial needs.
- Conducted regular client meetings to review financial goals and offer appropriate banking products or services.
- Established credibility as a trusted advisor among clients by staying current on industry developments and maintaining extensive product knowledge.
- Assessed clients' financial health by conducting thorough reviews of their assets, liabilities, income sources, and financial objectives.
Customer Service Representative II
Royal Bank of Canada
09.2001 - 09.2005
- Opened personal and commercial bank accounts, processed student loans, VISA credit card loans, check verifications, powers of attorney, fraud case processing, national and international wire transfers, safe deposit box contracts, foreign exchange transactions.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Assisted customers in navigating bank's website in order to improve overall user experience.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Participated in training programs to enhance product knowledge and customer service skills.
- Analyzed customer service metrics to identify trends and develop strategies for improvement.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Implemented rewards program that encouraged repeat business and strengthened customer relationships.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Exhibited positive attitude and professionalism when dealing with clients and staff.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded proactively and positively to rapid change.
- Promptly responded to inquiries and requests from prospective customers.
- Managed timely and effective replacement of damaged or missing products.
Consular Officer
Consulate of Mexico
04.1992 - 03.2000
- Head of the protection department, providing a liaison between Mexico and its Mexican nationals living in the US regardless of their immigration status in the USA.
- Offered them assistance and support in federal, state and municipal superior courts, US Customs and Boarder Patrol detention facilities, federal, state and municipal prisons, police departments, mental institutions, etc.
- Training of new consular officers.
- Safeguarded Mexican citizens overseas through efficient provision of consular services, including passport issuance and emergency assistance.
- Developed expertise in US immigration law, staying current on policy changes and applying this knowledge to assist Mexican nationals with complex cases.
- Built strong relationships with US counterparts, fostering cooperation in addressing shared challenges such as immigration, human rights violations, etc.
- Assisted in the organization and execution of high-level diplomatic visits, contributing to the success of the events and engagements.
- Processed passport and visa applications.
- Facilitated communication between Mexican citizens and local authorities during crisis situations, providing timely support and guidance.
- Promoted Mexico's interests abroad by engaging with US government officials on various bilateral issues and initiatives.
- Maintained detailed records of all consular cases, ensuring data integrity for future reference or reporting purposes.
- Verified document information and applications.
- Assisted families in navigating the repatriation process for deceased loved ones, demonstrating compassion and professionalism throughout a difficult time.
- Ensured compliance with established protocols when handling sensitive information or classified materials related to consular matters.
Server
The Harbor Restaurant
05.1990 - 04.1992
- Managed high volume of customers during peak hours, maintaining a prompt and efficient service.
- Maintained a clean and organized dining area and working station, contributing to a pleasant atmosphere for guests.
- Utilized strong multitasking skills to manage multiple tables simultaneously while maintaining a calm demeanor and a high level of attention to detail.
- Enhanced customer satisfaction by always providing attentive service and being able to read their body language to anticipate their every dinning need.
- Was an excellent upseller by offering items on the menu that yielded the highest profits.
- Handled customer complaints diplomatically, working towards satisfactory solutions that ultimately yielded a loyal clientele.
- Remained calm and poised when dealing with difficult customers or during busy shifts.
- Provided support during busy periods by assisting other servers in cleaning tables and resetting them quickly for incoming guests.
- Handled cash transactions accurately, ensuring proper accounting and minimizing discrepancies at the end of shifts.
Education
Mutual Funds Certification -
Vanier College
Montreal, Quebec, CANADA01.2005
French As A Second Language Diploma -
Université De Montréal
Montreal, Quebec, CANADA01.2001
English as a second language and Commercial Studies Diploma -
SB City College
Santa Barbara, California, USA01.1987
High School Diploma -
Escuela Preparatorio 24 De Febrero
Iguala, Gro. MEXICO01.1985
Skills
Small business operations
Negotiation
Relationship Building
Product branding
Sales Leadership
Direct Sales
Attention to Detail
Teamwork and Collaboration
Administrative Management
Languages
English
Bilingual or Proficient (C2)
Spanish
Bilingual or Proficient (C2)
French
Advanced (C1)
Personal Information
- Citizenships: Mexican - Spanish - Canadian
Additional Information
President of the Condo Association of 72 units where I live.
Timeline
Owner / Manager
vomFASS
10.2009 - 10.2020
Senior Personal Banking Officer
Scotiabank
09.2005 - 12.2008
Customer Service Representative II
Royal Bank of Canada
09.2001 - 09.2005
Consular Officer
Consulate of Mexico
04.1992 - 03.2000
Server
The Harbor Restaurant
05.1990 - 04.1992
Mutual Funds Certification -
Vanier College
French As A Second Language Diploma -
Université De Montréal
English as a second language and Commercial Studies Diploma -
SB City College
High School Diploma -
Escuela Preparatorio 24 De Febrero
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