German Hernandez

Resolved billing, shipping, and payment cases for international customers, achieving an 86% CSAT score and a 7-minute average handling time. Tracked and resolved shipment issues across FedEx, UPS, and USPS, coordinating with sellers to resolve delivery disputes and maintain zero compliance escalations across 88+ monthly cases. Guided 200+ sellers weekly on listing content and policy compliance, co

Verified eligibility and activated accounts for Affordable Connectivity Program customers with 100% accuracy, resolving technical and billing inquiries on first contact.

Diagnosed and escalated software issues, cutting response time by 95% through close collaboration with internal teams.

Resolved complex itinerary changes and reservations while handling up to 120 calls per day, maintaining clear communication under strict time constraints.

Sustained business performance through a pandemic-driven downturn by launching virtual property tours, webinars, and targeted content that replaced in-person visits. Reached 70% occupancy effectiveness across the managed property portfolio by setting and tracking weekly leasing targets and coordinating maintenance to client needs. Strengthened client and property-owner retention above competitor l

Sustained 100% occupancy and a minimum 8.5 TripAdvisor rating while overseeing inventory, guest services, kitchen, maintenance, and hotel events. Coordinated multiple operational areas simultaneously (guests, staff, suppliers), maintaining zero critical complaints escalated to management for international guests in a remote, high-demand location.

Delivered remote administrative support to a New York-based real estate business owner, achieving 90% same-day task completion and 100% on-time delivery, managing client communication, lead follow-up, and property maintenance coordination.

Coordinated daily dispatch operations — scheduling, route planning, driver assignment, and real-time shipment tracking — for deliveries to 20+ pharmacies supplying the Colombian National Police and Army, with zero stockouts. Processed and reconciled 200+ invoices daily across goods receipt and distribution, matching merchandise received against physical invoices to verify quantities, values, and d

Diploma in Integrated Logistics & Supply Chain Management from SENA, completed in 2020.

Diploma in Strategic Management from Universidad Autónoma del Caribe, completed in 2016.

Bachelor's Degree in Business Administration from Universidad Autónoma del Caribe, completed in 2016.