Looking for a job

Sergio Hernández

@sergiohdez

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I improve customer support operations, resolve complex account issues, and manage creative projects.

Colombia

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What I'm looking for

I am looking for a rewarding, long-term role with an international company that hires in Colombia, preferably in operations, customer support, customer experience, or backoffice support. I value stability, proactivity, clear responsibilities, autonomy, and opportunities for growth.

I've supported customers for Aventiv, handling more than 60 daily inquiries related to communication services, account management, and platform registration for relatives and friends of incarcerated individuals.

At PNC Bank through Atento, I resolved debit account and certificate-of-deposit queries, updated customer information, processed financial transactions, and reported more than 30.000 fraud and commercial disputes in total.

My experience also includes verifying more than 500 daily transactions as a Card Fraud Detection Agent for Worldpay through Sitel, documenting disputes for bank fraud resolution.

Alongside customer service operations, I've supervised more than five creative teams in multimedia production, and directed and launched the independent magazine ANZUS in 2023.

Experience

Work history, roles, and key accomplishments

Customer Service Executive

EXL - Aventiv

Sep 2025 - Feb 2026 (5 months)

Provided customer support for communication services and account management for family members and friends of incarcerated individuals. Handled around fifty inquiries daily, registered users for the Aventiv platform, and created call reports.

Customer Assistance Account Management Communication Services Call Reporting

Bank Customer Service Representative

PNC - Atento

Mar 2024 - Feb 2025 (11 months)

Provided customer support for PNC bank, resolving queries related to debit accounts and certificates of deposit. Managed user accounts, edited personal information, processed financial transactions, and reported over six hundred fraud and commercial disputes.

Customer Assistance Account Management Financial Transactions Fraud Reporting Dispute Resolution

Card Fraud Detection Agent

Worldpay - Sitel

Oct 2021 - Apr 2022 (6 months)

Verified more than five hundred daily transactions to detect, report, and prevent fraud. Documented resulting disputes for bank fraud resolution and commercial disputes.

Fraud Detection Transaction Verification Fraud Dispute Documentation Risk Management

Operations Assistant

Clubhouse & Creative Teams

Feb 2020 - Aug 2021 (1 year 6 months)

Supervised, assisted, and advised the operation of 5 teams of creative talent. Set up and managed employee user accounts, assisted with editing and quality control of materials for publishing, and created promotional materials for staff.

Team Supervision Account Management Editing Quality Control Promotional Materials

Customer Service and Technical Support Agent

Teleperformance

Jun 2018 - Feb 2019 (8 months)

Provided customer support for the REBEL campaign, assisting clients, restaurants, and delivery drivers on the platform to deliver orders throughout Latin America. Managed support tickets to resolve user-generated reports and optimized metrics files for quality control KPIs.

Customer Assistance Technical Support Ticket Management Product Metrics Optimization Quality Control