Gabriel Hernandez
CVS Caremark
Kissimmee
1
Language
11
years of professional experience
Forward-thinking support professional with more than 10 years of experience across healthcare and technology environments. Brings a broad skill set and a talent for developing creative solutions that build stakeholder trust. Experienced in resolving account-related concerns while protecting sensitive information and championing organizational goals.
Work History
Customer Service Representative
3 Years 4 Months- Resolved prescription benefit, claim, coverage, refill, and account questions, ensuring compliance with private health information regulations.
- Researched concerns and documented interactions to clarify requirements and next steps for customers.
- Manage urgent and escalated cases with accuracy, confidentiality, and dependable follow through.
- Coordinated with pharmacists, providers, and support teams to effectively resolve complex issues for customers.
Tech Coach Lead
3 Years 5 Months- Delivered advanced device support for setup, settings, connectivity, applications, and hardware issues, enhancing user experience.
- Provided advanced device support for setup, settings, connectivity, applications, and hardware issues.
- Coached eight employees on troubleshooting, documentation, customer service, and performance, contributing to team success and earning a Top Performer Award in 2020.
Reservations Supervisor
3 Years 2 Months- Supervised daily reservation operations, supporting employees with customer, system, workflow, and procedure inquiries to enhance service delivery.
- Resolved escalated guest concerns, documented issues, coordinated follow-up actions, ensuring consistent service quality.
- Coached employees on systems, procedures, and quality standards, managing schedules and staffing to optimize workflow.
Education
High School Diploma
Skills
Customer Relationship Management
Help Desk Software
Single Sign on (SSO) & Multi-Factor Authentication (MFA)
Identity lifecyclecleycle management
Customer relationship management
Technical Documentation
Microsoft Entra ID & Active Directory
PowerShell
Python & Automation
Languages
English and Spanish
Timeline
Customer Service Representative
CVS Caremark
04.2023 - CurrentRead More
Tech Coach Lead
Asurion
12.2018 - 05.2022Read More
Reservations Supervisor
Marriott Vacation Club
07.2015 - 09.2018Read More
All Hallows HS
High School Diploma
Read More