Open to opportunities

Carlos Hernandez

@carloshernandez5

Message

I advise commercial banking clients and improve customer service operations.

Canada

Message

What I'm looking for

I'm looking to apply my commercial credit, banking operations, and client-service experience in a role where I can resolve complex issues, improve processes, collaborate across teams, and build trusted client relationships.

At RBC Royal Bank of Canada, I advise commercial and banking clients, helping them understand financial products, resolve complex issues, and make informed decisions.

Across commercial credit advice and operations, I've documented root causes, escalated cases appropriately, and coordinated with financial, operational, and client-service teams to improve end-to-end experiences.

Previously at Best Buy Mobile, I led sales and service activities, coached employees, and redesigned customer-facing requirements templates that increased project scope by 25% and contributed to approximately $200,000 in revenue growth.

Experience

Work history, roles, and key accomplishments

Current

Commercial Credit Advisor

Current

RBC Royal Bank of Canada

Mar 2026 - Present (6 months)

Advise and support banking and commercial clients by understanding their needs and presenting appropriate product or service alternatives. Deliver accurate, professional service in a high-volume contact-centre environment while managing multiple priorities.

Customer Relationship Management Commercial Credit Payment Processing Issue Resolution Root Cause Documentation Escalation Management Cross Functional Collaboration Stakeholder Communication Microsoft Office SharePoint Salesforce CRM

Operations Specialist

RBC Royal Bank of Canada

Mar 2023 - Mar 2026 (3 years)

Identified, documented, and addressed root causes of client issues, providing clear resolutions and escalating matters to appropriate internal teams. Coordinated with financial, operational, and client-service departments to resolve cases and strengthen the end-to-end customer experience.

Issue Resolution Root Cause Documentation Escalation Management Cross Functional Collaboration Client Services Process Discipline Microsoft Office SharePoint Salesforce CRM

Banking Credit Advisor

RBC Royal Bank of Canada

Feb 2019 - Mar 2023 (4 years 1 month)

Explained financial products, services, and processes in accessible language, helping clients make informed decisions. Applied sound judgment and attention to detail when handling sensitive financial information and service requests.

Client Services Financial Products Communication Skills Attention To Detail Process Discipline Microsoft Office SharePoint Salesforce CRM

Assistant Branch Manager

Best Buy Mobile

Oct 2009 - Oct 2019 (10 years)

Led customer-service and sales activities, supported campaign execution, and contributed to performance above sales-budget targets. Recruited, interviewed, coached, and mentored service-oriented employees using behavioural-based interviewing and structured development.