Gustavo Hernandez Senior Remote Virtual Assistant & Operations Manager |

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Remote Assistant for a Bankruptcy Law Firm

Simmons Legal PLLC

Mar 2021 - Nov 2025 (4 years 9 months)

As a Remote Assistant for a Bankruptcy Law Firm, I conducted client intake interviews via phone, email, or video call, gathering essential financial documents such as pay stubs, tax returns, bank statements, and creditor notices. I organized and maintained digital client files and case records, ensuring that all information was accurate and complete. My responsibilities included tracking deadlines, hearings, and court dates, managing client communications and follow-ups, and preparing Chapter 7 and Chapter 11 bankruptcy petitions. I drafted schedules, statements, and disclosures, uploaded and filed documents through court e-filing systems (CM/ECF), and prepared reaffirmation agreements, amendments, and trustee communications. Additionally,

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Remote Home Care Scheduler

Complete Home Care Philadelphia

Mar 2017 - Mar 2021 (4 years 1 month)

As a Remote Home Care Scheduler, I efficiently handled over 60 daily calls, providing excellent service while maintaining the confidentiality of patient information in compliance with HIPAA regulations. I implemented a feedback system for patients to report on their scheduling experience, which led to continuous improvement in our processes. My role involved tailoring scheduling protocols to accommodate emergency cases, ensuring timely care, and managing cancellations or no-shows effectively by proactively filling open slots with patients from waitlists or urgent care needs. Additionally, I utilized social media communications and email management to support caregiver recruitment and staffing needs. I created and managed social media ads a

Legal Revenue Recovery Specialist

Hunter Warfield

Aug 2013 - Mar 2017 (3 years 8 months)

As a Legal Revenue Recovery Specialist, I planned courses of action alongside lawyers to recover outstanding debts for various clients. I conducted thorough research and analysis of delinquent accounts, collaborating with debtors to achieve successful collections. My role involved investigating and resolving discrepancies while ensuring compliance with legal requirements when action was unavoidable. I negotiated payoffs and established payment plans to facilitate debt resolution. In addition to these core responsibilities, I engaged in social media communications as part of the company’s client outreach and payment education efforts. Debtors frequently reached out through our official social media accounts in response to ads and informatio

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Recruiter

Mar 2011 - Aug 2015 (4 years 6 months)

As a Remote Recruiter with 4 years of experience at Total, I managed full-cycle recruitment for multiple roles in a high-volume remote setting. My expertise includes candidate sourcing, screening, interviewing, ATS management, and coordination with hiring managers. I demonstrated a strong ability to meet hiring deadlines, maintain confidentiality, and deliver a positive candidate experience. Additionally, my experience in lead management was highly relevant, as I sourced, qualified, and nurtured candidate leads throughout the hiring funnel. I effectively managed high volumes of inbound and outbound leads, assessing fit and readiness while prioritizing follow-ups to maximize conversion from initial contact to successful placement. As perform

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Customer Service Representative

Teleperformance BPO

Jan 2010 - Jul 2013 (3 years 7 months)

As a Customer Service Representative, I consistently exceeded quantitative metrics related to customer satisfaction, retention, and inquiry volume. I quickly triaged incoming calls and escalated issues when necessary, successfully reducing the average time to resolution by 23%. My commitment to displaying a courteous and empathetic attitude towards customers resulted in a net promoter score exceeding 80. Additionally, I developed effective tactics to sell products and services, enhancing overall customer engagement. My experience in recruitment, where I was promoted due to my strong interpersonal skills, further enriched my ability to understand customer needs and foster long-term relationships, contributing to overall customer success and

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Customer Service Representative

NCO BPO

Nov 2006 - Oct 2009 (3 years)

As a Customer Service Representative, I provided high-quality service to an average of 80 clients per day, maintaining a 90% first-call resolution rate. I developed successful tactics and followed company practices to sell products and services, consistently meeting and exceeding monthly sales targets by proactively identifying and suggesting relevant offerings to customers. My role involved significant cold outreach, where I contacted new prospective customers through cold calling, introducing our services and creating a positive first impression. This experience required me to confidently initiate conversations with individuals who were not expecting my call, allowing me to build rapport quickly and engage customers in a respectful and pr

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Property manager

Memphis Invest

Sep 2003 - May 2006 (2 years 9 months)

As a Property Manager, I remotely oversaw residential and small commercial properties, ensuring smooth operations, tenant satisfaction, and strong financial performance. Key responsibilities included: - Managing leasing processes by marketing vacancies, screening applicants, executing leases, and onboarding tenants. - Coordinating maintenance and repairs with contractors, prioritizing work orders, and performing routine property inspections via virtual tools. - Collecting rent, processing payments and late notices, managing vendor invoices, and reconciling property accounts. - Handling tenant communications, complaints, and conflict resolution with timely responses and documented outcomes. - Implementing cost-saving measures, tracki

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Onboarding Specialist

Birmingham International Collegiate Of Canada

Feb 2003 - Nov 2006 (3 years 10 months)

As an Onboarding Specialist, I integrated new employees and teachers into the workforce by informing them of the college's existing practices, policies, and operations. I educated new hires on the knowledge, skills, and standards necessary for success in their roles at the college. Collaborating closely with new employees, HR representatives, company management, and hiring managers, I ensured seamless transitions and effective hiring practices. Additionally, I utilized my virtual assistance skills to manage client relationships and CRM systems, enhancing communication and support throughout the onboarding process, which ultimately contributed to a more positive experience for new hires and improved retention rates.

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English Teacher - Secondary School

Toronto STEM School

Oct 1999 - Feb 2003 (3 years 5 months)

As an English Teacher in a Secondary School, I promoted a positive learning environment by modeling respect, empathy, and active listening skills during all interactions with students. I created and implemented activities designed to foster critical thinking skills, while also providing one-on-one support for students with learning disabilities, enabling them to excel in their coursework. Additionally, I effectively utilized Standard Operating Procedures (SOPs) as a core component of my teaching practice. By adhering to established procedures for lesson planning, curriculum delivery, student assessment, grading standards, and classroom management, I ensured a consistent and structured learning experience for all students. These SOPs guided

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Travel Agent

Mar 1997 - Oct 1999 (2 years 8 months)

As a Travel Agent, I managed end-to-end travel planning and booking for both leisure and corporate clients remotely, ensuring cost-effective, personalized itineraries that resulted in high customer satisfaction. My key responsibilities included consulting with clients to assess their needs, budgets, and preferences, and creating customized itineraries for flights, hotels, transfers, tours, and insurance. I conducted thorough research to source the best fares, negotiated rates with suppliers, and secured group and corporate discounts to minimize client costs. Additionally, I handled all bookings, changes, and cancellations using GDS and online booking systems, ensuring accurate documentation and timely e-ticketing. I coordinated visa require

Interpreter

LanguageLine Solutions

Apr 1995 - Aug 1999 (4 years 5 months)

Working for LanguageLine Solutions as an interpreter required delivering accurate, real-time interpretation between limited-English-proficient individuals and service providers across healthcare, legal, and customer service settings. The role demanded strong listening skills, cultural awareness, confidentiality, and the ability to communicate clearly under pressure while maintaining neutrality and professionalism. I consistently facilitated effective communication, resolved language barriers, and supported positive outcomes for both clients and organizations.”

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Customer Service

RL Pro Staff Inc.

Jun 1991 - Oct 1999 (8 years 5 months)

As a Customer Service representative at a staffing company, I provided temporary onsite support to various organizations, delivering services that ranged from call answering and dispatch to front desk assistance and warehouse product location. My role involved not only managing customer inquiries but also ensuring a seamless experience for clients and staff alike. While working at RL Pro Staff Inc., I interacted professionally with both clients and cleaning staff, addressing their needs effectively. This experience enhanced my communication skills and confidence, which proved beneficial in cold calling scenarios, allowing me to engage with new contacts, listen actively, and respond courteously to their questions or concerns. Additionally, I

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Credit Card Fraud Specialist

Jul 1988 - Jan 1993 (4 years 7 months)

As a Credit Card Fraud Specialist at Citibank, I played a pivotal role in supporting the detection, investigation, and prevention of fraudulent transactions. My responsibilities included monitoring account activity, identifying suspicious patterns, and taking immediate action to protect cardholders from unauthorized use. I handled inbound and outbound customer communications to verify transactions, resolve fraud alerts, and provide clear guidance on next steps, including account security and replacement cards. Accurately documenting cases, I followed strict security protocols and complied with banking regulations and internal fraud-prevention procedures. In this high-volume, fast-paced environment, I demonstrated strong attention to detail

Gustavo Hernandez

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