Eddie Hernandez
Valley Village,CA
Summary
A seasoned leader with a proven track record at Universal Studios Hollywood, I excel in project management and team leadership, driving operational excellence and enhancing customer satisfaction. Recognized for staff development and adept decision-making, I've significantly contributed to optimizing production and maintaining high team morale. My approach blends strategic oversight with a focus on impactful achievements.
Overview
19
19
years of professional experience
Work History
Supervisor
Universal Studios Hollywood
Universal City, CA
03.2022 - Current
- Guided team members through all facets of operational protocols and corporate rules.
- Enhanced teamwork by addressing issues and conflicts promptly through open communication.
- Mentored team for improved accuracy and service quality.
- Communicated clear expectations and goals to each team member.
- Strategically dispatch team members to maintain optimal staffing levels at all times.
- Worked with the fellow management team to implement the proper division of responsibilities.
- Completed paperwork, as well as break and supply information, into the department computer.
- Teamed up with Cycle Count, Planning, and HR departments to accomplish necessary assignments.
- Resolved customer complaints and issues promptly, ensuring customer satisfaction and loyalty.
- Evaluated needs of departments and delegated tasks to optimize overall production.
Season Supervisor Retail Warehouse
Universal Studios Hollywood
Universal City, CA
09.2019 - 03.2022
- Monitored operations and reviewed records and metrics to understand company performance.
- Utilized document management system to organize company files, keeping up-to-date and easily accessible data.
- Provided guidance and direction to subordinates regarding job duties and responsibilities.
- Ensured compliance with workplace safety regulations by providing training sessions for all staff members.
- Collaborated with other departments to coordinate workflow processes between teams.
- Identified areas for improvement, narrowing focus for decision-makers in making necessary changes.
- Acted as a liaison between upper management and staff, facilitating open communication.
- Implemented strategies to take advantage of new opportunities.
- Addressed and resolved interpersonal conflicts within the team, maintaining a harmonious work environment.
Park Services Lead
Universal Studios Hollywood
Universal City, CA
09.2015 - 09.2019
- Maintained and cleaned park restrooms, pavilions and other facilities.
- Conducted regular inspections of the park grounds to identify potential hazards or areas needing improvement.
- Collaborated with other departments to improve overall efficiency of Park Services operations.
- Organized daily work assignments for park services staff.
- Created reports detailing the status of all current projects in the park.
- Maintained or repaired tools or equipment for safety and longevity.
- Provided excellent customer service to visitors at the park.
- Honored with recognition as Team Member of the Year in 2017.
- Awarded Lead of the Month on three occasions.
Customer Service Manager
Schwans Home Delivery
Montgomery, NY
11.2008 - 02.2015
- Introduced organization systems to keep filed customer documents confidential and increase operational efficiency.
- Updated customer orders from start to finish in an accurate and timely manner.
- Increased customer retention by developing and offering unique discount options while driving interest in new product lines.
- Scheduled appointments to handle specialized customer needs.
- Maintained accurate records of past due customer account activity.
- Directed training of new team members and mentored each to promote productivity, accuracy and friendly service.
- Responded to customer requests with friendly, knowledgeable service and support.
- Cross-trained and provided back up for customer service managers.
- Maintained up-to-date knowledge of product and service changes.
Store Manager
Famous Footwear
Danbury, CT
03.2006 - 08.2008
- Managed all aspects of store operations, organization, maintenance and purchasing functions.
- Upheld and communicated store programs and standards to ensure quality, freshness, safety and cleanliness.
- Served as primary display builder when executing merchandising in the store each week.
- Reported to the district manager regarding all store and staff issues.
- Scheduled and led weekly store meetings for all employees.
- Oversaw daily operations of store , including staffing and training, as well as company compliance, inventory control and financial functions.
- Oversaw employee scheduling and payroll processing to guide operations.
- Completed profit and loss performance reports.
- Managed, hired and developed top talent to strengthen workflow and productivity.
- Engaged and interacted with customers to create a positive shopping experience.
- Proactively identified performance gaps and implemented process improvements.
Education
Associate Of Science - Criminal Justice
Orange County Community College
Middletown, NY2006
Skills
- Project management
- Clerical support
- Self-motivated
- Document scanning
- Budgeting and finance
- Data entry
- Team leadership
- Strong verbal communication
- Extremely organized
- Public speaking
- Staff development
- Materials preparation
- Inventory control
- Training and mentoring
- Coaching
- Staff management
- Decision-making
Accomplishments
Lead of the Month, May 2017 and December 2018
2017 "Employee of the Year"
Gem Award 2022, 2023, 2024
Timeline
Supervisor
Universal Studios Hollywood
03.2022 - Current
Season Supervisor Retail Warehouse
Universal Studios Hollywood
09.2019 - 03.2022
Park Services Lead
Universal Studios Hollywood
09.2015 - 09.2019
Customer Service Manager
Schwans Home Delivery
11.2008 - 02.2015
Store Manager
Famous Footwear
03.2006 - 08.2008
Associate Of Science - Criminal Justice
Orange County Community College