Veronica Hernandez
San Antonio
Summary
Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Bring a positive attitude and commitment to continuous learning and growth.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Member Service Representative II
USAA Bank
04.2020 - Current
- Handle high-volume inbound calls with empathy and professionalism. Identify both immediate and underlying financial needs of members. Recommend bank products and services to deepen relationships with members via cross-selling and providing relevant financial solutions. Investigate and process member disputes involving unauthorized transactions and billing errors. Process data of new applications and membership. Apply KYC Regulation E, Regulation Z, and UDAAP in daily tasks to ensure compliance and protect members. Work under limited supervision while taking initiative in analytical communication and resolving complex calls.
Supervisor
San Antonio Water System (SAWS)
02.2016 - 10.2019
- Answer questions about billing, services, account status, new or existing service, terminations, impact fees, and infrastructure locations. Investigate service issues, leaks, wrong reads, and water pressure, and ensure conflict resolution. Supervise, select, train, develop, and evaluate staff. Monitor performance metrics and prepare operational reports daily—guide or mentor customer service representatives. Provide coaching, review work, and train new employees. Coordinate with staffing or schedule adjustments during day to day to ensure coverage. Handle complex issues. Balance and manage cash drawers or cashier records for payment processing. Participate in special projects.
Legal Assistant
Law Office of Wayne Wright
10.2013 - 02.2016
- Maintained legal files and assisted attorneys with case documentation, data collection, and scheduling. Answer inbound calls and respond to inquiries from potential clients. Schedule consultations or follow-up appointments for attorneys or case managers. Conduct initial client screening and gather necessary background information. Communicate with clients, opposing counsel, courts, and government agencies. Assist with trial preparation. Maintain confidentiality of sensitive information and adhere to legal ethics standards.
Education
Associate’s - Teaching
Palo Alto College
Bachelor of Science - Applied Behavior Analysis
Texas A&M University
05-2025
Skills
- Customer service
- Relationship building
- Financial transactions
- Customer support
- Dispute resolution
- Bilingual
Certification
- SARS and Information Sharing Certificate
- Introduction to BSA/AML
- Professional in Human Resources: Introduction to PHR
- Recruiting Foundations
Timeline
Member Service Representative II
USAA Bank
04.2020 - Current
Supervisor
San Antonio Water System (SAWS)
02.2016 - 10.2019
Legal Assistant
Law Office of Wayne Wright
10.2013 - 02.2016
Associate’s - Teaching
Palo Alto College
Bachelor of Science - Applied Behavior Analysis
Texas A&M University
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