Jacob Hernandez
San Antonio,TX
Summary
Experienced professional, seeking dynamic and challenging work environment to leverage expertise, creativity, and experience. Committed to continuous growth and development, aiming to make a meaningful impact through skills and dedication. Excited about opportunity to utilize knowledge in a professional setting that values innovation and collaboration. Passionate about achieving success and exceeding expectations in supportive and forward-thinking organization.
Overview
13
13
years of professional experience
Work History
Customer Service
QVC
09.2025 - Current
- Handle incoming calls and fulfill orders
- Assessing order history and overseeing orders
- Managing payment methods
- Administering account protection
- Evaluating billing records and due payments
Senior Technical Support Advisor
Kelly Services
10.2019 - 08.2025
- Handling inbound calls and making outbound calls to customers.
- Providing technical support as well as billing issues for iPhones, iPads, Macs, Apple Watches and more.
- Maintaining call times to stay within our site goals, receiving positive surveys, being punctual and logging accurate case notes into our system.
- My role directly works with our engineering team in some instances to provide resolutions for issues that cannot be handled on a call and need to be addressed with our customers at a later time.
- Recognizing potential fraudulent activities, scams and escalating these issues to our dedicated fraud teams.
Amazon Delivery Driver
Xpectmoore Delivery
09.2019 - 10.2019
- Company Overview: Amazon Delivery Driver
- Load packages from the warehouse onto the company van, followed by marking all packages and lots assigned to my truck into the mobile software given by Amazon.
- Safely handle and drive all orders to the given addresses as well as working with customers in person as needed.
- Practiced safe driving as well as proper package managing and sorting.
- Amazon Delivery Driver
Video Rep. 1
Spectrum
02.2019 - 08.2019
- Handle inbound and outbound calls regarding issues with cable boxes and cable services.
- Help customers set up and activate new cable, phone and internet equipment.
- Upgrade and downgrade services.
- Create and modify work orders.
- Schedule technicians for repairs in and outside of customers homes.
- Working with multiple tools at once.
- Proper phone etiquette and great customer service skills.
- Working in a fast paced environment and handling calls in high call volumes.
Technical Support Advisor
Ibex Global
08.2016 - 01.2019
- Company Overview: Campaign: ITSC
- Handle inbound and outbound calls regarding issues with smart devices, desktops and laptops as well as account related issues.
- Guiding customers through specific steps and tasks in order to fix any issues they may be having.
- Dealing with a fast paced environment and high call volumes.
- Working with irate customers and assessing the situation in a calm and polite manner.
- Providing the best customer service and support I can, even if I can not directly fix an issue right away.
- Campaign: ITSC
Bike Patrol
Executive Security Systems
04.2016 - 07.2016
- Patrol outside perimeter of building on bike and foot.
- Monitor parking lot for any suspicious activity.
- Sending hourly reports to Supervisor as well as Client, with pictures and comments to ensure location was secured.
- Hourly indoor checks for all floors in building for any suspicious activity.
Fab.Tech
Maxim Integrated/TowerJazz Texas via Kelly Temp. Services
07.2015 - 04.2016
- Manufacture and process Wafers/Microchips carefully, only on machines I am certified on(Tracks, Steppers, Stepper i3 and EagleView).
- Maintain a clean and safe work area for myself and peers.
- Follow all safety procedures given to my specific station.
- Alway verify that the Wafers/Microchips were processed correctly and ready to be moved to next station.
Cook
Kentucky Fried Chicken
01.2015 - 05.2015
- Prep work station with proper ingredients needed before working with food.
- Made sure food passed health code checklist before serving to customers.
- Store ready-to-eat food in warmer to maintain freshness.
- Keep deep fryer and freezer cleaned at all times.
Crew Member
Taco Cabana
01.2013 - 01.2014
- Took food orders both in main dining area and drive thru.
- Greet and take orders from customers.
- Managed cash register and prepared food orders.
- Kept dining area and work station clean.
Education
No Degree -
San Antonio College
San Antonio, TXHigh School Diploma -
San Antonio Leadership Academy
San Antonio, TX06-2015
Skills
- Average WPM Typed: 60
- Ability to multi-task
- Ability to stay focused
- Experience in fast paced environment
- Experience working within multiple tools
- Surpassing company’s site-wide goals
- Experience mentoring other advisors
Timeline
Customer Service
QVC
09.2025 - Current
Senior Technical Support Advisor
Kelly Services
10.2019 - 08.2025
Amazon Delivery Driver
Xpectmoore Delivery
09.2019 - 10.2019
Video Rep. 1
Spectrum
02.2019 - 08.2019
Technical Support Advisor
Ibex Global
08.2016 - 01.2019
Bike Patrol
Executive Security Systems
04.2016 - 07.2016
Fab.Tech
Maxim Integrated/TowerJazz Texas via Kelly Temp. Services
07.2015 - 04.2016
Cook
Kentucky Fried Chicken
01.2015 - 05.2015
Crew Member
Taco Cabana
01.2013 - 01.2014
No Degree -
San Antonio College
High School Diploma -
San Antonio Leadership Academy