Veronica Hernandez
Engineer
Salinas
Summary
Goal-oriented professional with a background in leading customer service teams. Bring experience managing escalated customer issues, training new hires, and implementing process improvements to enhance productivity. Strengths include strong communication skills, conflict resolution, and adaptability to fast-paced environments. In previous roles, have consistently improved team performance through innovative strategies and motivational leadership. Recent graduate of Civil Engineering with excellent research and also lead the capstone 1 and 2 team in create a new concrete , technical, and problem-solving skills. Detail-oriented and able to learn new concepts quickly.
Overview
8
8
years of professional experience
1
1
Certification
3
3
years of post-secondary education
Work History
Account Manager
Santander Consumer USA
Hato rey , Puerto Rico
10.2018 - 01.2021
- Set and achieved company defined goals.
- Team leader
- Monitored customer accounts for payment delinquency and initiated collection efforts.
- Worked with customer to create debt repayment plan based on current financial condition.
- Generated and distributed monthly customer statements.
Customer Service Representative Team Lead
Conduent/ Humana
Guaynabo
05.2013 - 09.2018
- Provided guidance and support to Customer Service Representatives on a daily basis.
- Maintained up-to-date knowledge about products and services offered by the company.
- Encouraged open communication between team members about best practices for handling difficult customers.
- Developed comprehensive reports detailing trends in customer inquiries or complaints.
- Resolved escalated customer complaints in a timely manner.
- Trained newly hired Customer Service Representatives on company policies, procedures and protocols.
- Maintained accurate records of employee attendance, vacation days and sick leave requests.
- Monitored customer service team to assess knowledge, tone, and adherence to company policy.
- Reviewed employees' work to check adherence to quality standards and proper procedures.
- Coordinated schedule to maintain appropriate staff coverage.
Education
BBA - Science Civil Engineering
Caribbean University
Ponce, Puerto Rico 08.2021 - 12.2024
Skills
- Medication orders resolutions and customer service issues
- FLUENT[ spanish/ english]
- [IS-100i Introduction to incident command(FEMA), IS-700 introduction to NIMS(National incident management system), IS-200 Basic incident command systemfor initial response] certified
- New process integration
- Performance evaluations
- Inbound and outbound calls
- Customer service analysis
- Timekeeping administration
Certification
- ISC-100, Introduction to incident command ( FEMA).
- IS-700, Introduction to NIMS(National incidents managements system).
- IS- 200, Basic incident command system for initial response.
- IS-800, National Response Framework.
Introduction
Languages
Spanish
Native language
Fluent English
Proficient (C2)
C2
Custom
- A dedicated Civil Engineering graduate with a Bachelor of Business Administration (BBA) in Civil Engineering Sciences, graduating Cum Laude with a 3.61 GPA. Distinguished academic career marked by innovative research in sustainable construction materials and enhanced by FEMA and OSHA certifications. Led a groundbreaking Capstone project developing eco-friendly concrete using recycled tires, achieving impressive compressive strength of 3,500 PSI while addressing critical environmental waste challenges in the island community. Committed to leveraging this expertise to contribute meaningfully to a forward-thinking company while pursuing opportunities for professional growth and advancement within the organization.
Accomplishments
- Graduated Cum Laude with a 3.61 GPA in Civil Engineering Sciences
- Lead innovative Capstone project developing sustainable concrete, achieving 3,500 PSI compressive strength
- Pioneer in eco-friendly construction materials research, specifically focusing on recycled tire integration
- Successfully completed FEMA and OSHA certification programs
- Developed environmentally conscious solutions for island community waste management challenges
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeWork Location
On-SiteRemoteHybridImportant To Me
Career advancementHealthcare benefitsPaid sick leave401k matchStock Options / Equity / Profit SharingCompany CultureQuote
The road to success is always under construction!
Lilly Tomlin
Software
Excel, Zap2000, Auto cad, CRM, Roboanalyzer ,Automated systems, Word, Power point, etc
Interests
Environmental conservation, construction material innovation,
Green building practices, Quality assurance methods, sustainable construction technologies etc
Affiliations
- ASCE membership
Timeline
BBA - Science Civil Engineering
Caribbean University
08.2021 - 12.2024
Account Manager
Santander Consumer USA
10.2018 - 01.2021
Customer Service Representative Team Lead
Conduent/ Humana
05.2013 - 09.2018
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