Jose N Hernandez

I am seeking a position where I can develop and excel while giving my best to an employer. I am a friendly, loyal and clearly dedicated individual who has an ambition to succeed in any given environment.

• West Suburban Currency Exchange, Streamwood, IL, Assistant Manager, 07/99, 09/08, Supervise the night staff, Responsible for ordering the cash on premises, Assist with payroll summary, Assist the night staff with any problems encountered, In charge of collecting the money owed to our store, Responsible for training new employees, Excellent customer service and phone skills, Able to multi-task in any situation, Responsible for large amounts of money that are in our store, Capable of solving any problem with little time notice
• Comcast, Schaumburg, IL, Customer Account Executive – IP Support, 09/08, 04/11, Handle incoming calls regarding technical questions and problem-resolution, Troubleshoot customer premise equipment including personal computers, laptops, modems, routers, and software (PC operating systems), Resolve issues regarding cable modem connectivity, electric mail, network card configurations, PC operating systems support, Internet access, firewall problems, and issues with the local distribution network, Schedule service appointments when necessary, Handle all account management for billing inquiries on an as needed basis, Meet minimum requirements in the areas of sales, quality, and productivity by efficiently answering and handling calls, Emphasize retention of customers, Emphasize selling CDV and CHSI solutions as necessary
• Verizon Wireless, Rolling Meadows, IL, Digital Champion II Tech Messaging, 09/12, 10/24, Provided exceptional customer service and technical support for internal and external bilingual/English voice and data product customers, achieving a 95% customer satisfaction rate, Troubleshot hardware and software issues, identifying network and application problems, resulting in a 30% reduction in repeat calls, Offered detailed instructions on setting up and configuring data and voice products; verified provisioning and diagnosed device or network issues, improving first-call resolution by 20%, Utilized various administrative department tools (ACSS, MARS, NRB, MTAS, TRG) for customer resolution, enhancing efficiency by 15%, Demonstrated and regularly practiced skills necessary to handle any customer service and/or technical support call type routed through the center, maintaining a 98% call handling accuracy, Served as point of contact (POC) and interim supervisor, coaching, training, and motivating team members using the Deliver the Promise coaching model to meet or exceed key performance measures, leading to a 25% increase in team performance, Managed employee performance, including setting objectives, assessing performance, and implementing performance improvement plans, resulting in a 10% improvement in overall team productivity, Presented new procedures to peers in monthly meetings, contributing to a 15% increase in procedural compliance, Handled customer escalations in both Spanish and English, utilizing empowerment, effective positioning, and negotiation skills to reach resolutions, achieving a 90% resolution rate, Held a rotational role for new hires, conducting knowledge checks, motivating new employees, answering questions, and guiding them on using tools and resources (ACSS, Subscriber view, TRG, MVD, What If 2.0, Infomanager), reducing new hire onboarding time by 20%, Collaborated with Human Resources in career fairs and face-to-face recruiting with college students about various positions available within Verizon, increasing applicant interest by 30%, Made outbound calls to applicants to schedule testing dates and discuss employment offers with Verizon, successfully filling 95% of open positions