Jose Hernandez
Elgin,IL
Summary
I am seeking a position where I can develop and excel while giving my best to an employer. I am friendly, loyal, motivated and clearly dedicated individual who has an ambition to succeed in any given environment.
Overview
1
1
Language
27
27
years of professional experience
Work History
Consumer Protection Group Representative
JPMC
Elgin, IL
09.2025 - Current
- Execute immediate actions to secure compromised accounts, ensuring customer protection.
- Assist victims of identity theft and elder financial exploitation in navigating resolution processes.
- Review High - Risk transactions during live calls.
- Collaborate with fraud strategy and law enforcement teams.
- De-escalated challenging situations to maintain customer satisfaction and trust.
- Collaborate with team members to streamline service delivery and enhance client experience.
- Processed transactions efficiently using internal banking systems.
- Assist clients with account inquiries and service requests.
Champion II Tech Digital & Voice Representative
Verizon Communications
Rolling Meadows, Illinois
09.2011 - 10.2024
- Conducted troubleshooting to resolve customer connectivity issues efficiently.
- Collaborated with team members to implement network upgrades and expansions.
- Educated customers on product features and service plans for enhanced usage.
- Documented service calls and maintenance activities in company databases accurately.
- Provided exceptional customer service and technical support for internal and external Spanish/English customers.
- Troubleshot hardware and software issues, identifying network and application problems.
- Served as point of contact and interim supervisor, coached, and trained new hires.
- Managed employee performance by setting objectives and necessary goals to meet customers needs.
- Handled customer escalations in both Spanish/English utilizing empowerment, effective positioning and negotiation skills to reach a resolution.
Customer Account Executive
Comcast
Schaumburg, Illinois
09.2007 - 09.2011
- Managed customer accounts to ensure accurate billing and service delivery.
- Assisted customers in selecting appropriate services based on their needs.
- Provided product knowledge and support during customer interactions.
- Developed relationships with clients to enhance customer satisfaction levels.
- Coordinated with technical teams to resolve customer service issues promptly.
- Responsible for troubleshooting customer premise equipment including personal computers, laptops, modems and routers.
- Responsible for meeting minimum requirements in the areas of sales, quality and productivity.
- Emphasized retention of customers.
Assistant Manager
West Suburban Currency Exchange
Streamwood, Illinois
07.1999 - 08.2007
- Supervised daily operations including scheduling shifts, assigning duties.
- Supervised daily operations and staff performance at the currency exchange.
- Managed customer inquiries and resolved issues efficiently and professionally.
- Trained new employees on company policies and operational procedures.
- Ensured compliance with financial regulations and internal controls.
- Coordinated cash handling processes to maintain accuracy and security.
- Monitored inventory levels and ordered supplies as needed for seamless service.
- Maintained up-to-date knowledge of company products and services.
Education
Schaumburg High School
Schaumburg, ILSome College (No Degree) - Criminal Justice
WestWood College of Technology
Chicago, ILSkills
- Fraud detection
- Transaction processing
- Technical troubleshooting
- Account management
- Leadership
- Organizational management
- Problem solving
- Efficiency
- Detail-oriented
- Ability to multi-task
- Ability to work in fast paced environments
- Ability to quickly adapt to changes
- Ability to work under difficult situations
- Fluent in English/Spanish
- Able to communicate effectively
- Employee training
- Accurate
Languages
Spanish
Native/ Bilingual
Timeline
Consumer Protection Group Representative
JPMC
09.2025 - Current
Champion II Tech Digital & Voice Representative
Verizon Communications
09.2011 - 10.2024
Customer Account Executive
Comcast
09.2007 - 09.2011
Assistant Manager
West Suburban Currency Exchange
07.1999 - 08.2007
Schaumburg High School
Some College (No Degree) - Criminal Justice
WestWood College of Technology