Andrew Hernandez
St. Petersburg
Summary
Military veteran with 20 years of experience in customer relationship management and conflict resolution. Proven track record of enhancing customer retention and satisfaction through effective issue resolution. Skilled security officer adept at monitoring safety protocols and managing emergencies. Recognized for strong communication and collaboration skills that ensure a secure environment for patients and staff.
Overview
7
7
years of professional experience
Work History
Customer Service Representative
Westpoint Underwriters
St. Petersburg
07.2025 - 03.2026
- Resolved customer complaints promptly to improve satisfaction rates.
- Provided exceptional customer service by addressing inquiries and offering accurate product information.
- Assisted customers with policy inquiries and claims processing effectively.
- Maintained detailed records of customer interactions within the database system.
- Collaborated with team members to optimize service processes and enhance overall experience.
- Educated customers on policy updates and changes in coverage terms.
- Processed new policy applications and updated existing documents accurately.
- Facilitated payment processing for premium payments and renewals, ensuring compliance with regulations.
Hospital Security Officer
BayCare Health System - St. Anthony's Hospital
St. Petersburg
12.2022 - 07.2025
- Monitored hospital premises to ensure safety and security for patients and staff.
- Responded promptly to emergency situations, coordinating with medical teams.
- Conducted regular patrols to identify potential security risks and prevent incidents.
- Managed access control by verifying credentials of visitors and staff to enhance safety.
- Documented incidents and prepared detailed reports to inform hospital management on security issues.
- Collaborated with local law enforcement during investigations or emergencies on-site.
- Provided support during patient transfers, ensuring safety throughout the process.
- Trained new security officers on protocols to ensure adherence to hospital security standards.
- Assisted in resolving conflicts between patients or visitors.
- Provided escorts for staff, patients, and visitors as needed.
- Enforced hospital regulations regarding visitors, personnel, and vehicles.
- Coordinated communication with law enforcement officers regarding security matters.
- Monitored and responded promptly to any suspicious activity or emergency situations.
- Documented all security incidents in an incident report form.
- Assisted with crowd control during special events held at the hospital.
- Inspected entrances, exits, and other areas for potential security risks.
- Managed access control systems including CCTV surveillance cameras.
- Investigated reports of missing items or suspicious activities.
- Ensured compliance with local laws governing health care facilities' security operations.
- Identified safety hazards within the premises and reported them accordingly.
- Developed proactive plans to address potential security threats or breaches.
- Completed required shift logs and reports, highlighting routine activities, suspicious circumstances and critical incidents.
- Monitored security cameras to identify and respond to suspicious activity.
- Monitored CCTV systems to ensure safety and security of premises.
Operations Manager
Allied Universal Security Services
St. Petersburg
02.2019 - 11.2022
- Managed daily operations to ensure efficient service delivery and client satisfaction.
- Coordinated training programs for staff to enhance security protocols and practices.
- Supervised security personnel to maintain high standards of performance and compliance.
- Developed operational procedures to streamline security processes across multiple sites.
- Conducted regular site inspections to assess adherence to safety and security protocols.
- Collaborated with law enforcement and emergency services for incident response planning.
- Implemented risk assessment strategies to identify vulnerabilities within client environments.
- Supervised day-to-day workflow of employees in order to maximize productivity and maintain quality standards.
- Facilitated communication between teams to improve operational effectiveness and coordination.
- Managed scheduling, training and inventory control.
- Resolved customer complaints in a timely manner while ensuring customer satisfaction remains at optimal levels.
- Directed day-to-day operations by spearheading implementation of short-term and long-term strategies to achieve business plan and profitability goals.
- Built strong operational teams to meet process and production demands.
- Managed staffing needs through recruitment, selection, onboarding and training, disciplinary action as necessary.
- Monitored and improved efficiency of processes, team performance, and customer service.
- Maintained accurate inventory records to track stock levels and minimize costs.
- Collaborated with team leaders on quality audits.
- Analyzed and controlled materials, supplies and equipment operational expenses.
- Produced SOPs to document workplace procedures and optimize productivity through standardization.
- Delegated work to staff, setting priorities and goals.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
Education
High School Diploma -
Hillside Acadmey
Hillside, IL05-2000
Skills
- Customer relationship management
- Complaint resolution
- Account management
- Conflict resolution
- Product knowledge
- Information reporting
- Security protocols
- Compliance training
- Operational efficiency
- Team leadership
- Effective communication
- Problem solving
- Attention to detail
- Employee engagement
- Staff development
- Performance evaluations
- Multi-unit operations management
- Customer retention
- High-pressure environments
Timeline
Customer Service Representative
Westpoint Underwriters
07.2025 - 03.2026
Hospital Security Officer
BayCare Health System - St. Anthony's Hospital
12.2022 - 07.2025
Operations Manager
Allied Universal Security Services
02.2019 - 11.2022
High School Diploma -
Hillside Acadmey