JC Hernandez
El Paso
Summary
Dedicated and results-driven professional with 6+ years of experience in operations, leadership, and client services, known for delivering high-impact results through discipline, accountability, and attention to detail. Promoted to Packet Creation Specialist based on top-tier performance and expertise in developing VA disability claims from strategy to submission, including handling PII, drafting statements, and compiling medical documentation under strict HIPAA compliance. Proven ability to manage high-volume workflows, complex documentation, and sensitive case management in fast-paced environments. Passionate about helping others succeed, especially veterans, and committed to excellence in every role. Seeking an administrative or operations-based role where strong analytical skills and reliability drive results.
Overview
6
6
years of professional experience
Work History
Client Care Specialist → Intake Counselor → Packet
Warrior Allegiance
El Paso, TX
03.2025 - 03.2026
- Earned consecutive promotions to Intake Counselor and Packet Creation Specialist within 7 months due to top-tier performance and advanced knowledge of VA claims strategy and structure
- Increased every veteran’s disability rating that I personally handled to 90% or 100% from their prior rating through strategic claim development and documentation review
- Guided and educated veterans through the VA claims process, ensuring understanding and long-term ability to manage their claims independently
- Designed and fully developed VA disability claim packets from intake strategy to submission, including handling PII, drafting statements, and compiling medical documentation
- Ensured all documentation aligned with VA requirements while maintaining strict HIPAA compliance and collaborating with internal teams to produce accurate, submission-ready claim packets
Area Supervisor
Arby's
Albuquerque, NM
05.2024 - 01.2025
- Led multi-location operations, improving performance through staff coaching, budgeting, and process oversight
- Reduced turnover by 55% through staff engagement and structured recognition programs.
- Developed manager training materials and SOPs to standardize operations.
District Manager
Jersey Mike's Subs
Richardson, TX
04.2023 - 01.2024
- Increased sales by 67% and improved health inspection scores by 87% across multiple locations
- Reduced turnover by 55% through structured leadership and staff engagement initiatives
Customer Support Specialist
Valet Living
Remote
08.2022 - 04.2023
- Managed inbound tickets and live chats, consistently maintaining an 85–95% customer satisfaction rate.
- Streamlined response workflows, reducing email response times from several weeks to under an hour.
- Completed multiple volunteer data projects ahead of schedule during off-peak hours.
General Manager
Jersey Mike's Subs
El Paso. Texas
10.2019 - 08.2022
- Managed operations for a 35+ employee location and earned 2021 Regional Manager of the Year
Education
Bachelor of Science - Business Management
University of Texas El Paso
El Paso, TX12-2027
Skills
- HIPAA Compliance & Confidentiality
- Data Tracking & Reporting
- High-Volume Case Management
- Salesforce & CRM Systems
- Training & Onboarding
- Data Entry & Documentation Management
- Administrative Support & Coordination
Timeline
Client Care Specialist → Intake Counselor → Packet
Warrior Allegiance
03.2025 - 03.2026
Area Supervisor
Arby's
05.2024 - 01.2025
District Manager
Jersey Mike's Subs
04.2023 - 01.2024
Customer Support Specialist
Valet Living
08.2022 - 04.2023
General Manager
Jersey Mike's Subs
10.2019 - 08.2022
Bachelor of Science - Business Management
University of Texas El Paso