About Nelson Hernandez

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About me

I started my career as a Collection specialist with Ace global contact center 12years ago. Where I handled chase mortgage collection, we are also the once who is in charged to provide work out for delinquent accounts, Discus the Home modification program and also some underwriter jobs when we dialed all of our leads.  Our main system was iCare, it is like CRM wherein we stored all customer information’s and documentations

After 1 year, I moved to Valor global as Sprint Customer service representative where I handled inbound customer service, assisting them in troubleshooting their devices, doing some upselling and always making sure to provide a good customer experience.

In that role, a significant accomplishment that I’m proud of was passing my scorecard every month and always getting commendations from my customer because of the service that I provided, and always being the top agent every month.

After three years, I got promoted to a team leader, where I handled and managed 12 people as my team, teaching them how to be good customer service representatives and reminding them to do the right thing all the time. I’m also the one who is in charge to do the monthly business reporting, sending an email communication to managers and other business partners, organizing a virtual meeting, and doing workforce time management for daily headcount.

After 7years, I decided to move to wells Fargo as Account resolution specialist level two, where I handled outbound collection.

In that role, my major accomplishment that I’m proud of was when I created a MsExcell project that helps all the team members to save their time making account notation and able to go to the next call right away to increase the business productivity.

Working remotely as a former bank employee has increased my ability to work without supervision and developed a high level of integrity in everything I do.


  • 2017 - 2022
    Wells Fargo Bank Philippines

    Account resolution specialist level 2

    doing bound collection for an overdrawn checking account
    helping the customer to do fraudulent investigation and filing dispute
    processing over the phone payment

  • 2014 - 2017
    Valor Global

    Account Resolution Specialist/ Team Leader

    Handling 12 people and assuring that they are always on the right track
    taking escalation calls
    reporting and email communication

  • 2013 - 2014
    Ace Global

    Customer service representative

    Assisting customer’s to understand their phone bills
    filing dispute
    Advance phone and coverage trouble shooting
    providing good customer service

  • 2012 - 2013
    El Puerto marina Beach resort and spa

    Admin Staff

    Admin works such as reporting, sales inventory, graphic design for resorts promo’s.


customer service
graphic design
Virtual assistance
data entry
microsoft excel




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