Francine Y. Hernandez
San Antonio,TX
Summary
Dynamic leader skilled in managing personnel accountability and optimizing client engagement strategies. Expertise in enhancing medical readiness and delivering reliable support to diverse teams. Proven track record of fostering trust and satisfaction while responding to operational challenges with efficiency and professionalism.
Overview
1
1
Certification
14
14
years of professional experience
Work History
Licensed Insurance Representative
Farmers Insurance
01.2026 - Current
- Monitored industry regulations and compliance to ensure adherence and mitigate risks.
- Performed follow-ups with clients to promptly resolve inquiries and enhance satisfaction.
- Managed administrative tasks related to policy documentation and record-keeping.
- Cultivated client relationships by delivering exceptional customer service via phone and email.
Human Resource Specialist/Team Leader
328th Personnel Company
12.2020 - Current
- Reviewed and monitored personnel actions submitted by junior Human Resource Specialists during monthly Battle Assembly, ensuring compliance with HR policies.
- Provides training, assistance, and guidance to junior Human Resource Specialist on policy and procedures for DD Form 93, DA Form 5960, Personnel Record Reviews (PRR), and Service Member Group Life (SGLV 8286)
- Coordinated submission of overdue NCOERs, facilitating timely evaluations for soldiers.
- Acted as NCOIC during Annual Training FY25, served as primary advisor for RSOI, and maintained 100 percent accountability by producing accurate PERSTATs for over 500 personnel across dispersed locations.
- Served as medical readiness NCOIC during Annual Training FY26 (Home Station); coordinating and improving unit's medical readiness
- Led monthly SITREP Story Board as unit's Public Affairs NCO, ensuring timely communication of unit activities.
- Assisted Soldiers with access requests NCO for Soldiers' access requests to Army Reserve Network (ARNET) via Identity Credential and Access Management (ICAM).
Personal and Business Credit Card Associate – Fraud and Disputes
J. P. Morgan Chase
07.2022 - 05.2025
- Resolve complex account discrepancies through thorough research and trade corrections, successfully prevent key account losses, and preserve client trust.
- Assessed customer needs quickly to provide timely support.
- Partner with senior managers to develop innovative client engagement strategies for online platforms, leading to improved user experience and client satisfaction.
- Utilized various software and tools to streamline processes and optimize performance.
Human Resource Specialist- Team Leader
328th Personnel Company
Kuwait
05.2023 - 03.2024
- Processed in and out of over 5,000 Service Members during Operation Bright Star (Egypt), ensuring efficient personnel management
- Supported an average of 600 personnel daily during high-activity periods
- Led the Family Readiness Group while mobilized to CENTCOM.
- Facilitated promotion packet preparation for 3 Soldiers and updated marital status for 2 Soldiers, impacting Basic Allowance for Housing
- Cross-trained 6 Soldiers for seamless rotation between countries within the theater, enhancing operational readiness
- Processed nightly personnel accountability reports without error
- Selected as one member of five members for the Reception Staging Onward Movement and Integration (RSOI) team during a 40-day joint training exercise Bright Star.
- NCOIC of night shift at Joint Reception Center Ali Al Salem, Kuwait
Investment and Retirement Specialist
Capital Group
03.2017 - 05.2021
- Collaborated with financial advisors to tailor retirement plans for clients.
- Assisted clients in understanding retirement plan options and benefits.
- Reviewed and processed retirement plan applications and transactions.
- Monitored changes in legislation affecting retirement plans as well as market conditions impacting investments.
Licensed Personal Lines Associate
Nationwide Insurance
02.2013 - 03.2017
- Assisted clients in policy management, claims processing, and coverage inquiries, ensuring compliance with company and state regulatory standards and enhancing client satisfaction.
- Successfully updated policy and procedures for multiple departments to positively impact the customers' experience
- Trained new associates on company procedures and software tools for service processing, enhancing team capabilities over 3 years.
- Facilitated meetings to discuss project updates and proactively address team concerns, improving communication and collaboration.
Education
Bachelor of Arts - Communication
The University of Texas At San Antonio
San Antonio, TX01-2027
Associate of Arts - Speech and Communication
Northwest Vista College
San Antonio, TX12-2025
Skills
- Insurance Regulatory Knowledge
- Regulatory compliance
- Customer focus
- Performance Management
- Relationship management
- Strong Communication
Certificate and Ribbons
- COA - 2
- Army Service Ribbon
- Overseas Service Ribbon
Accomplishments
- ARCOM
- AAM
- COA - 2
- NDSM
- GWOTE
- GWOTS
- AFRM - M
- MUC
Certification
- General Lines Property and Casualty
Timeline
Licensed Insurance Representative
Farmers Insurance
01.2026 - Current
Human Resource Specialist- Team Leader
328th Personnel Company
05.2023 - 03.2024
Personal and Business Credit Card Associate – Fraud and Disputes
J. P. Morgan Chase
07.2022 - 05.2025
Human Resource Specialist/Team Leader
328th Personnel Company
12.2020 - Current
Investment and Retirement Specialist
Capital Group
03.2017 - 05.2021
Licensed Personal Lines Associate
Nationwide Insurance
02.2013 - 03.2017
Bachelor of Arts - Communication
The University of Texas At San Antonio
Associate of Arts - Speech and Communication
Northwest Vista College