Jay Hernandez
Phoenix
Summary
Detail-oriented and reliable professional with a proven track record of effectively managing multiple priorities while maintaining a positive attitude. Strong willingness to embrace additional responsibilities to contribute to team success and drive organizational objectives. Adept at fostering collaborative environments that enhance productivity and morale. Committed to continuous improvement and delivering high-quality results in fast-paced settings.
Overview
16
16
years of professional experience
Work History
WFM Operations Analyst
BANK OF AMERICA
01.2022 - Current
- Develops strategies and processes to optimize workforce efficiency and service quality by analyzing data, creating forecasts, and managing schedules to meet demand and organizational goals.
- Monitoring agent performance, identifying trends in data like customer volume and service metrics, collaborating with management on staffing strategies, and leveraging WFM software to produce insights and reports.
Mortgage Loan Coordinator
BANK OF AMERICA
01.2016 - 01.2022
- Gathering, verifying, and organizing mortgage loan application documents and financial information from borrowers to prepare a loan file for the underwriting department.
- Communicates with borrowers to ensure accurate and complete data, ordering appraisals and title reports, and ensuring the loan file is compliant with lender and regulatory requirements before it moves to underwriting and closing.
Administrative Assistant II
WELLS FARGO
01.2015 - 01.2016
- Providing advanced administrative and secretarial support, managing specialized tasks like data analysis, budget monitoring, and report preparation, often involving complex organizational procedures and specialized software.
- Including coordinating meetings, managing complex filing systems, acting as a liaison for inquiries, and potentially providing guidance to lower-level staff, demonstrating a need for strong organizational, communication, and technological skills.
Call Center Planning Analyst
WELLS FARGO
01.2012 - 01.2015
- Analyzes operational data to improve efficiency and meet business goals, which include tasks such as forecasting call volumes, levels, generating reports, identifying process improvements, and coordinating with both business and technology teams to implement solutions.
- Reviews data analysis using tools like Excel and IEX, collaborating with colleagues and managers, and adhering to risk and compliance policies within the financial services context.
Personal Banker
WELLS FARGO
01.2010 - 01.2012
- Assists walk-in customers, manages transactions, and proactively builds relationships to sell financial products and services like deposit and credit accounts. Assessing customer needs, opening, and servicing accounts, providing information on products and mobile banking options, and referring customers to partners for investment or other specialized needs.
- Additional experience as Customer Service Representative Supervisor for JADO Bathroom & Hardware
Education
High School Diploma -
Horizons Career High School
Phoenix, AZ01.2024
Skills
- Customer Service
- Leadership
- Strategic Analyst
- Call Center Management
- Project Management
- Program Monitoring
- Team Supervision
- Training & Development
- Process Improvement
- Partnership Development
- Time Tracking Tools
- Organizational Effectiveness
- Resource Management
- Microsoft Suite
- Relationship Building
- Report Generation
- Operational efficiency
- Reporting skills
- Workflow optimization
- Data analysis
- Organizational skills
- Attention to detail
- Problem-solving
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
WFM Operations Analyst
BANK OF AMERICA
01.2022 - Current
Mortgage Loan Coordinator
BANK OF AMERICA
01.2016 - 01.2022
Administrative Assistant II
WELLS FARGO
01.2015 - 01.2016
Call Center Planning Analyst
WELLS FARGO
01.2012 - 01.2015
Personal Banker
WELLS FARGO
01.2010 - 01.2012
High School Diploma -
Horizons Career High School