David Hernandez

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Director of operations - Field Operations Lead

Homeland Patrol Division Security LLC

Dec 2024 - Current (1 year 2 months)

-Leadership and Team Management: Directed, coached, and developed a team of Field Operations Coordinators to achieve performance goals, ensuring high standards of responsiveness, service quality, and operational consistency. -Client Relations and Service Assurance: Acted as the primary operational point of contact for client concerns and special requests, ensuring timely resolutions, operational adjustments, and proactive communication to exceed client expectations. -Operational Strategy and Development: Designed and implemented field operations strategies aligned with organizational goals, identifying and addressing gaps in service delivery, operational processes, and field execution. -Process Improvement and Optimization: Led continuous i

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Executive Assistant

Million Luxury

Apr 2024 - Current (1 year 10 months)

- Designed and implemented personalized marketing strategies based on critical analysis of CRM data, optimizing client engagement and contributing to increased property sales. - Analyzed client behavior and sales patterns using CRM platforms and data analysis tools, providing strategic recommendations for targeted follow-ups and improved client conversion rates. - Managed and coordinated client tour agendas, ensuring an exceptional experience for high-profile clients throughout the property purchasing process. - Provided post-sale customer service, nurturing long-term client relationships and enhancing client loyalty. - Supported real estate agents with strategic insights and operational assistance, ensuring efficient management of

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Operations Coordinator

Homeland Patrol Division Security LLC

Dec 2023 - Dec 2024 (1 year 1 month)

- Monitor Field Operations: Continuously monitor field activities remotely using a computer and phone to ensure the safety and security of our assets and personnel. - Emergency and Non-Emergency Calls: Receive and handle both emergency and non-emergency calls from field personnel, clients, and others as needed. Record relevant information accurately and efficiently. - Problem Resolution: Address problems and requests from field personnel by transmitting essential information or providing appropriate solutions. - Schedule Monitoring: Monitor the scheduling system to ensure that all security guards are properly clocked in. Fill vacancies as needed and update the schedule accurately and accordingly. - Real-Time Tracking: Monitor agents' patrol

Research Assistant

60 Decibels

Oct 2023 - Jul 2024 (10 months)

-Data Collection and Analysis: Ensured the availability, organization, and secure storage of data throughout specific projects. -Sample Collection and Reporting: Collected and analyzed samples or data; prepared detailed reports and stored information in Qualtrics. -Communication and Problem-Solving Skills: Maintained consistent communication with managers and teams, adapting to changing project needs and resolving challenges promptly.

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Project Assistant

SERDAN-HUAWEI

Feb 2022 - Dec 2023 (1 year 11 months)

- Monitored field operations on the OWS platform, ensuring efficient management of telecommunications activities. - Controlled and validated cases and tickets from HUAWEI operations in real time to ensure compliance with quality standards and EHS requirements specified by the client. - Supervised and reported high-risk operation tickets and cases to the Global Service Center in Mexico for necessary approvals, facilitating activities in the telecommunications industry. - Maintained ongoing communication with HUAWEI China executives regarding operational progress and challenges. - Escalated and disputed penalties by gathering evidence to reconcile with the client and avoid economic penalties related to ticket compliance. - Investigated r

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Bilingual Agent

Copaairlines

Dec 2020 - Aug 2021 (9 months)

Managed complaints, claims, and operational issues. - Provided passengers with immigration information, COVID requirements, and airline policy details. - Assisted passengers a ected by the pandemic in nding solutions for involuntary ight changes by searching for favorable ight combinations and dates within the airline system. - Conducted air ticket and service sales. - Handled call pressure, addressing passenger disputes with the airline and adhering to Teleperformance's established call duration requirements.

David Hernandez

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