Hector (Ricky) Hernandez
Van Alstyne,TX
Summary
Experienced Higher Education professional with a robust background in military and veteran outreach, strategic partnership development, and program management. Proven track record of fostering strong relationships with veteran communities, government agencies, and educational institutions to enhance enrollment and support for military-affiliated students. Adept at creating and executing comprehensive outreach strategies, conducting impactful events, and leading high-performing teams. Actions in all areas reflect the Air Force core values: integrity first, service before self, and excellence in all that I do.
Overview
8
8
years of professional experience
Work History
University Development Counselor
Grand Canyon Education
2022.04 - Current
- Recruit and advise new students through admissions process to gain admission to Grand Canyon University
- Organized and led workshops, informational sessions, and outreach events to raise awareness about educational opportunities for veterans, resulting in increased engagement and enrollment.
- Established MOU with local military base to provide instruction on base, furthering reach of University presence among over 1800 Airmen and their families
- Exceeded recruitment goal by 25% month-over-month
- Recognized as subject matter expert regarding all military and veteran education benefits
- Established as subject matter expert in over 300 Grand Canyon University degree programs
- Manage time efficiently in order to complete all tasks required to register students by start dates
- Built and maintained strong relationships with over 70 veteran communities, government agencies, and military installations to support outreach and enrollment initiatives.
- Partnered with internal teams to create and implement programs, events, and initiatives specifically designed to meet the educational needs of military veterans and their families.
- Identified and cultivated partnerships with employers and larger organizations to offer customized education solutions and workforce development programs for veterans.
- Oversaw budgeting and financial planning for outreach activities, ensuring fiscal responsibility and sustainability of programs.
- Lead and mentor team members, providing expert guidance and strategic advice to ensure the successful onboarding and development of new colleagues
Staff Sergeant (E5)- Wing Education Specialist
United States Air Force Reserve
2016.07 - Current
- Provide education counseling and guidance for up to 1800 Air Force Reservists
- Organized an education fair for Airmen bringing together over 12 colleges & universities to share education opportunities
- Demonstrate ability to lead and mentor personnel, fostering professional growth and development within the team
- Expertise in developing and executing strategic training plans that align with organizational goals and enhance personnel capabilities
- Exceptional communication skills, with experience in delivering presentations, conducting workshops, and engaging diverse audiences
- Proficiency in analyzing training data, generating reports, and making data-driven decisions to improve program outcomes
- Strong ability to build and maintain strategic partnerships with educational institutions, government agencies, and veteran organizations
- In-depth understanding of military education benefits and resources, providing expert guidance to service members and their families
Customer Service Supervisor
City Of McKinney- Apex Centre
2021.10 - 2022.02
- Mastered ActiveNet usage and administrative settings, serving as the system administrator to optimize functionality and efficiency
- Successfully managed a team of 25 professionals, ensuring high performance and operational excellence
- Provided strategic coaching to employees, resolving complex issues and enhancing their day-to-day performance
- Led initiatives to improve processes and solve problems, creating standard procedures and an effective escalation policy for the customer support team
- Became an expert in computer systems, leveraging technical knowledge to streamline processes and enhance productivity
- Re-forecasted a $700,000 budget to align with departmental needs, ensuring efficient allocation of resources
- Standardized office structures and processes, fostering collaboration and significantly boosting performance
- Actively sought employee feedback and developed actionable plans to support their professional growth and address opportunities
- Efficiently managed incoming information regarding upcoming classes and activities, ensuring accurate and timely communication
- Gained extensive familiarity with Parks and Recreation operations, enhancing overall service delivery and program management
Front Office Manager
Sheraton Stonebriar/Prism Hotels And Resorts
2021.04 - 2021.09
- Mentored employees to resolve complex issues and improve daily performance
- Delivered exceptional luxury service to guests, ensuring high satisfaction
- Expertly managed Marriott systems including Mobile check-in, Empower GXP, Medallia GSS
- Revolutionized communication and data management with Microsoft Teams, boosting department capabilities and reducing paper usage
- Spearheaded post-COVID operational recovery, optimizing staffing and redefining procedures
- Acted as key point-of-contact for group business coordination, ensuring seamless communication during non-traditional hours
- Designed and implemented an Elite Appreciation system, enhancing service for Bonvoy Elite members and improving elite appreciation GSS scores
- Ensured readiness of guest areas through effective collaboration with engineering and housekeeping teams
- Optimized inventory management for the gift shop and front office supplies
- Developed dynamic weekly schedules to meet fluctuating business demands
Front Office Supervisor
The Ritz-Carlton Rancho Mirage
2019.06 - 2020.07
- Designed and implemented efficient weekly schedules for a team of 15 employees, optimizing alignment with business needs
- Developed, monitored, and maintained strategic goals set by the hotel executive office, significantly enhancing guest experience and driving guest survey scores upward
- Ensured all front desk staff consistently delivered the Ritz-Carlton's globally recognized level of service excellence
- Monitored and accurately recorded all front desk employee up-sells, maximizing revenue opportunities
- Utilized exceptional communication skills to resolve guest concerns with professionalism and clarity
- Managed end-of-day reports to ensure precise data for revenue management and finance teams
VIP Coordinator
Hyatt Regency Indian Wells Resort & Spa
2018.10 - 2019.06
- Proactively contacted guests prior to arrival to ensure all pre-arrival needs were meticulously met
- Delivered exceptional service and hospitality to top-tier loyalty program members, enhancing their overall experience
- Expertly coordinated local reservations for VIP guests, ensuring seamless and personalized service
- Managed VIP guest reservations with precision, guaranteeing accuracy in all booking details
- Supported a team of butlers dedicated to providing exceptional service to resort villa guests
- Played a key role in developing, teaching, and implementing new standard operating procedures for butler services, elevating service standards
- Contributed to the creation and implementation of new standard operating procedures for the VIP department, boosting elite guest survey scores
- Achieved a high level of proficiency in hotel rooms division operations, ensuring top-notch service delivery
Education
Bachelor of Science - Applied Information Technology
Grand Canyon University
Phoenix, AZMBA - Business Administration
Grand Canyon University
Phoenix, AZ05.2025
Skills
- Veteran Outreach and Engagement
- Strategic Partnership Development
- Program Management
- Leadership and Team Building
- Communication and Public Speaking
- Marketing and Communication Strategy
- High Emotional Intelligence
Accomplishments
- Advisor of the Year 2023- Sophia Learning
- Grand Canyon Education Leadership Preparation Program
- Hyatt Regency Indian Wells ACE Employee of the Quarter- Q4 2018
- Active Federal Secret Security Clearance (2016-current)
Technical Expertise
- Microsoft Office (Expert)
- Multiple CRM Systems (Expert)
- Project Management Software (Average)
Timeline
University Development Counselor
Grand Canyon Education
2022.04 - Current
Customer Service Supervisor
City Of McKinney- Apex Centre
2021.10 - 2022.02
Front Office Manager
Sheraton Stonebriar/Prism Hotels And Resorts
2021.04 - 2021.09
Front Office Supervisor
The Ritz-Carlton Rancho Mirage
2019.06 - 2020.07
VIP Coordinator
Hyatt Regency Indian Wells Resort & Spa
2018.10 - 2019.06
Staff Sergeant (E5)- Wing Education Specialist
United States Air Force Reserve
2016.07 - Current
Bachelor of Science - Applied Information Technology
Grand Canyon University
MBA - Business Administration
Grand Canyon University
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