Cristian Hernandez Email & Phone Number

Austin, Texas Area

• Collaborated with cross-functional teams (Product, Engineering, and Design) to strategize, design, and deliver high-quality UX copy for large-scale product launches across the IBM ecosystem, resulting in a 20% increase in user engagement and 10-point NPS score increase in the user satisfaction.• Designed and maintained the conversational interfaces for two AI support assistant experiences in Figma, resulting in a 30% decrease in support escalations.• Developed and implemented IT documentation and content quality standards (style guide, brand voice) to ensure helpful and consistent content experiences across various platforms, leading to a 30% decrease in support tickets.• As the Lead Editor, I provided coaching and mentorship to team members on effective communication strategies and inclusive content creation to foster positive interactions and global accessibility, resulting in a 20% increase in user satisfaction across IT documentation.• Maintained a continuous learning orientation, staying current with the latest content trends and traditional content development techniques.

• 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

• 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

• 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

Austin, Texas Area

• 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

Austin, Texas Area

• 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

Austin, Texas

• 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

Master Of Arts - Ma, Technical Communication

Bachelor Of Arts - Ba, English Language And Literature, General