Jose Davila Hernandez
Raleigh,NC
Summary
Detail-oriented Industrial Engineer with a technical background in Occupational Health and Safety also solid experience in financial services, insurance administration, and customer support. Skilled in facilities maintenance, process improvement, and resource optimization. Proven ability to manage physical spaces, coordinate maintenance activities, and improve operational efficiency. Strong communication and problem-solving skills. Customer-focused professional with background in service center operations. Possess strong skills in customer relationship management and conflict resolution, which have been honed through previous roles as a Service Center Representative. Recognized for ability to deliver high-quality customer support and drive team success. Have made significant contributions to improving overall customer satisfaction ratings within previous employment settings.
Overview
7
7
years of professional experience
Work History
Front desk
Lechon Latin BBQ
Raleigh, North Carolina
07.2025 - Current
- Managed reservation system to optimize seating arrangements and minimize wait times.
- Handled guest inquiries and complaints with professionalism and efficiency.
- Provided support during high-volume periods to ensure timely customer service delivery.
- Answered phone inquiries to schedule and confirm reservations, record takeout orders and respond to service questions.
- Greeted customers and escorted them to their tables.
- Performed opening and closing duties such as restocking supplies and cleaning work areas.
Member Service Center Representative II
Latino Community Credit Union
Raleigh, USA
01.2024 - 06.2025
- Identified opportunities for cross-selling additional banking products or services.
- Educated clients on credit union products and services.
- Resolved member complaints and issues promptly and professionally.
- Assisted customers with online banking inquiries.
- Ensured compliance with banking regulations related to the use of ATMs.
- Assisted clients in setting up online banking accounts if necessary.
- Advised member on banking matters including interest rates, fees, loan options.
- Provided feedback on ways to improve overall customer experience.
Customer Service Advisor (Apple Campaign)
Concentrix
Managua, Nicaragua
04.2022 - 02.2023
- Delivered technical support and customer service for Apple products to international clients.
- Resolved complex technical issues, adhering to high-quality standards and response times.
- Coordinated with technical teams to escalate and resolve advanced issues.
- Educated customers on product features and services effectively.
- Interacted with customers to provide and process information in response to inquiries, concerns and requests about services and products.
- Assisted customers with product selection, order placement, billing questions, and returns.
Administrative Assistant - Insurance Portfolio Management
Correduría Interamericana de Seguros
Managua, Nicaragua
12.2018 - 02.2020
- Managed client insurance portfolios and monitored policy renewals.
- Maintained databases and generated reports to support sales and operational teams.
- Coordinated with insurance providers to ensure client coverage and resolve policy issues.
Education
Bachelor of Science - Industrial Engineering
Universidad Nacional de Ingenieria
Managua, Nicaragua01.2022
Technical Diploma - Occupational Health and Safety
Universidad Nacional de Ingenieria
Managua, Nicaragua05.2017
Skills
- Preventive maintenance and facilities management basics
- Basic electrical systems and plumbing knowledge
- Occupational health and safety standards
- Space planning and resource allocation
- Banking and financial process knowledge
- Customer service and conflict resolution
- Quality control and continuous process improvement
- Microsoft Office Suite (Excel, Word, PowerPoint)
- Basic AutoCAD
- Online banking support
- Customer education
- Fraud detection
- CRM software
- Call center experience
- Quality control
- Inbound and outbound calling
- Support case resolution
- Call center operations
- Technical support
Languages
Spanish
Native/ Bilingual
English
Professional
Timeline
Front desk
Lechon Latin BBQ
07.2025 - Current
Member Service Center Representative II
Latino Community Credit Union
01.2024 - 06.2025
Customer Service Advisor (Apple Campaign)
Concentrix
04.2022 - 02.2023
Administrative Assistant - Insurance Portfolio Management
Correduría Interamericana de Seguros
12.2018 - 02.2020
Bachelor of Science - Industrial Engineering
Universidad Nacional de Ingenieria
Technical Diploma - Occupational Health and Safety
Universidad Nacional de Ingenieria