Cristian Hernandez

Experience

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  Taco Bell

  Jan 2013 - Jan 2015

  Crew Member

  • Provided frontline service by greeting/assisting customers in every way possible with a friendly attitude • Maximized selling during heavy traffic periods, providing customer with quick and efficient service, which in turn increased patronage and bottom line • Maintained a lively, upbeat, energetic and positive attitude; utilized a special talent in relating well with all types of individuals from various socioeconomic and cultural backgrounds

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  Vertskebap

  Jan 2015 - Jan 2017

  Crew Member

  • Provided frontline service by greeting/assisting customers in every way possible with a friendly attitude • Maximized selling during heavy traffic periods, providing customer with quick and efficient service, which in turn increased patronage and bottom line • Maintained a lively, upbeat, energetic and positive attitude; utilized a special talent in relating well with all types of individuals from various socioeconomic and cultural backgrounds

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  Marriott Hotels

  Jan 2017 - Jan 2018

  Front Desk Associate

  • Managed front office operations, including, guest services, registration (check-in/check-out), room inventory and availability, guest service standards and initiatives, quality, cost controls, room blocking and overall profitability • Met and greeted guests; responded to and resolved inquiries, requests and issues in a timely, friendly and efficient manner • Implemented up-selling techniques, promoting hotel services and facilities that maximized room occupancy and overall revenue • Trained on hotel products, services, facilities, events, pricing, policies and knowledge of the local area and events Show less

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  Apple

  Jan 2018 - Mar 2019

  Technical Support Advisor

  • Assist customers worldwide with issues regarding their wireless networks, computers, laptops, iPhones and iPads as well as operating their iPhone with their Mac or PC and connectivity problems while coordinating with AT&T, Verizon or Sprint to resolve telecommunication issues via email and phone • Provide continual service with all types of individuals on a one-on-one basis, always remembering requests and answering questions immediately while providing the highest customer satisfaction and working until the issue is resolved • Assist customers in every way possible, locating resources via database traversal • Due to excellent problem-solving abilities, iron-out IT dilemmas and work with customers on an individualized basis • Reduce number of complaints via troubleshooting, patiently asking questions and listening to their concerns to rectify any escalations, disputes, errors and discrepancies; analyze data patters and emerging issues, keeping track for future reference • Present and maintain a positive company image while resolving concerns using tact and good judgment • React to unexpected demands positively and productively; respond to emergencies with common sense Show less

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  Texas State University

  Jan 2019 - Jan 2020

  Copyeditor

  • Ensure content adheres to the Chicago Manual of Style• Proofread and correct grammatical errors• Assist with source and reference list management and citations• Interface with authors to understand intended meaning, and inquire about missing citations and other information

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  Greater Austin YMCA

  Aug 2019 - Jan 2020

  • Guide staff and impact the lives of children from Preschool to 5th grade• Design exciting program curriculum and maintain supplies these child-friendly activities• Provide a safe environment and lead games, songs, sports and special events• Connect with parents about the program activities and child's day• Ensure the physical and psychological safety of children• Manage and develop a team of counselors to achieve a quality after-school program

  • Site Director

    Nov 2019 - Jan 2020

  • Assistant Site Director

    Aug 2019 - Jan 2020
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  IBM

  Jan 2020 - now

  Technical Writer

  • Plan, design, write, and publish technical and educational documentation for IBM employees; Lead Technical Writer for Windows, Linux, and VPN content, among 200 other applications• As Lead Peer Reviewer/Editor of the IT Support Content Team, provide content reviews for a team of 8 writers; content is reviewed for IT Support Style Guide compliance, grammar accuracy, and documentation consistency across IBM’s IT Support platform• Interface with global cross-functional teams to identify end user needs and create information architectures that help IBM employees through their journey• Build and update Windows 10, Windows 11, and Linux setup guides for all incoming IBM employees• Build and update all VPN troubleshooting guides for IBM employees with VPN issues• Create and maintain content for IBM’s IT Support chatbot solution• Review and act on user feedback• Mentor, support, and collaborate with all IT Support Content Team writers Show less