Sofía Hernández

Operations professional with experience supporting insurance and banking operations within multinational companies. Skilled in operational support, process improvement, stakeholder communication, customer case management, compliance, and problem-solving in fast-paced environments. Currently pursuing a Bachelor's Degree in Software Engineering with strong analytical, technical, and organizational skills.

Passionate about improving processes, delivering high-quality results, and contributing to business success through collaboration and continuous improvement.

Operations & Customer Support Representative - Cognizant

(2026-01)

• Support insurance operations for North American clients in a high-volume environment.
• Analyze and resolve customer cases while ensuring compliance with company policies.
• Coordinate with internal departments to achieve timely case resolution.
• Handle confidential customer information with accuracy and professionalism.
• Meet productivity, quality, and customer satisfaction KPIs.
• Deliver exceptional customer service while maintaining operational excellence.

Banking Customer Service Representative (Capital One Account) - Foundever

(2025-02 - 2025-10)

• Supported banking operations including payments, account servicing, and fraud-related inquiries.
• Assisted customers with complex financial requests while maintaining compliance.
• Managed multiple priorities in a fast-paced environment.
• Improved customer satisfaction through effective communication and problem-solving.
• Maintained high performance and quality standards.

Software Development Intern - Compañía Nacional de Fuerza y Luz (CNFL)

(2024-09 - 2024-12)

• Assisted in software development projects.
• Performed software testing and troubleshooting.
• Created technical documentation.
• Collaborated with technical teams to improve internal processes.
• Supported system maintenance and operational improvements.

Bachelor's Degree - Software Engineering - Universidad Fidélitas (2026 - 2029)