Pablo Hernandez
@pablohernandez
Detail-oriented public affairs professional with case management and quality assurance expertise.
United StatesWhat I'm looking for
I am a detail-oriented public affairs professional with a Master of Public Affairs and a Bachelor of Science in Criminal Justice, complemented by a Minor in Psychology and educator preparation. I am fluent in English and Spanish and bring strong communication skills and a lifelong passion for learning.
In my professional experience I have worked in case management, quality assurance, appeals and grievances, and customer service across healthcare and social services settings. I coordinated reunification processes for minors, maintained compliance with federal standards, analyzed credit card fraud processes, and trained and mentored team members on Medicare appeals and grievance procedures.
I seek roles where I can apply my analytical mindset, regulatory knowledge, and people-focused approach to support vulnerable populations or improve operational quality. I enjoy mentoring others and aim to contribute to organizations that value professional development and community impact.
Experience
Work history, roles, and key accomplishments
Case Manager
Southwest Key Programs
Oct 2024 - Apr 2025 (6 months)
o Facilitated the reunification process by coordinating communication between minors and
potential sponsors
o Maintained accurate records of client progress and documentation of all contacts with
sponsors and other stakeholders.
o Advocated for patients in social service environments to promote wellness and autonomy
after reunification.
Quality Assurance Analyst
Teleperformance USA
Dec 2022 - Dec 2024 (2 years)
o Trained team members on quality assurance best practices.
o Established metrics and tracked trends within QA process over time.
o Collaborated with cross-functional teams to ensure high quality and compliance with
regulatory standards.
Compliance Analyst
Teleperformance USA
Dec 2018 - Dec 2022 (4 years)
o Developed and implemented effective procedures to ensure compliance with all
applicable laws, regulations, and standards.
o Maintained up-to-date knowledge of changes in relevant regulations, standards, and best
practices.
o Collaborated with management teams across the company to develop strategies for
addressing non-compliance issues quickly and effectively.
Customer Service Advocate
Teleperformance USA
Jan 2018 - Mar 2018 (2 months)
Responded to Medicaid beneficiaries' inquiries, fulfilled health insurance requests, and provided floor support to the customer service team.
Education
Degrees, certifications, and relevant coursework
TVThe University of Texas Rio Grande Valley
Master of Public Affairs; Bachelor of Science, Public Affairs; Public Administration; Criminal Justice; Psychology
Completed graduate and undergraduate studies with a Master of Public Affairs (concentration in Public Administration) and a Bachelor of Science in Criminal Justice; also completed a Minor in Psychology and the Educator Preparation Program; passed TExES Social Studies 4-8.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
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