Juan Jose Hernandez
St. Catharines,ON
Summary
Bilingual Customer Experience & Operations Specialist with 5+ years of experience supporting high-profile clients in fast-paced, customer-first environments. Proven success managing complex service cases, coordinating across internal teams, and delivering VIP-level care through in-person, phone, and messaging channels. Fluent in English and Spanish, with a strong commitment to hospitality, proactive issue resolution, and continuous process improvement.
Overview
7
7
years of professional experience
Work History
Account & Fleet Service Manager
Future-Rent-A-Car
Mississauga, Canada
01.2024 - Current
- Delivered personalized service for Policaro Group luxury clients, coordinating high-value loaner vehicles and resolving urgent service concerns.
- Managed end-to-end case ownership from booking to hand-off, maintaining clear communication with both clients and dealership service teams.
- Resolved client issues across multiple channels (phone, SMS, email), ensuring satisfaction and preventing escalations.
- Streamlined fleet operations and logistics to reduce delays and improve vehicle availability.
Sr. Administrative Assistant & Process Manager
MVS Staffing Solutions
Etobicoke, Canada
01.2022 - 12.2023
- Provided bilingual support and administrative coordination across client accounts, with full ownership of data tracking and client communications.
- Documented SOPs and collaborated with leadership to address service gaps and increase operational efficiency.
- Partnered with department heads to align reporting, scheduling, and day-to-day operations in a high-volume environment.
- Identified recurring client issues and implemented process improvements to enhance satisfaction and response speed.
Training Manager / QC Supervisor
Amazon Canada
Hamilton, Canada
09.2020 - 01.2022
- Led onboarding and coaching for 50+ associates in logistics and customer service.
- Supervised internal escalations and maintained quality benchmarks during peak periods.
- Handled high-pressure situations while documenting workflows and ensuring consistent service standards.
- Delivered feedback and coaching that improved compliance and operational reliability.
Service Advisor & Lot Attendant
The Auto Group
Tampa, USA
06.2018 - 09.2020
- Delivered concierge-level service in a luxury dealership setting, acting as liaison between clients and technical teams.
- Processed warranty and recall claims while ensuring timely, accurate communication.
- Supported high-touch clients during stressful service delays, demonstrating empathy and professionalism.
- Maintained accurate records and enhanced return-visit experiences.
Education
Bachelor of Arts - Business Communication & International Studies
Brock University
St. Catharines, Ontario06-2024
Ontario Secondary School Diploma (OSSD) -
Holy Trinitys Catholic Secondary School
Oakville, Ontario06-2019
Skills
- Bilingual Communication
- Complex Case Management
- Escalation Resolution
- Multichannel Support
- CRM Tools
- Fleet Coordination
- Client Onboarding
- Service Workflow Optimization
- Calm Under Pressure
- Hospitality Mindset
- Cross-Functional Collaboration
Timeline
Account & Fleet Service Manager
Future-Rent-A-Car
01.2024 - Current
Sr. Administrative Assistant & Process Manager
MVS Staffing Solutions
01.2022 - 12.2023
Training Manager / QC Supervisor
Amazon Canada
09.2020 - 01.2022
Service Advisor & Lot Attendant
The Auto Group
06.2018 - 09.2020
Bachelor of Arts - Business Communication & International Studies
Brock University
Ontario Secondary School Diploma (OSSD) -
Holy Trinitys Catholic Secondary School
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