Brandon Hernandez

Customer Care Advisor at Circle
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Contact Information
us****@****om
(386) 825-5501
Location
Boston, Massachusetts, United States, US
Languages
  • English -

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Bio

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Credentials

  • TRM Achievement of Certification Excellence (TRM-ACE)
    TRM Labs
    Aug, 2023
    - Nov, 2024
  • TRM Certified Investigator (TRM-CI)
    TRM Labs
    Mar, 2023
    - Nov, 2024
  • TRM Crypto Fundamentals Certification (TRM-CFC)
    TRM Labs
    Mar, 2023
    - Nov, 2024
  • Warrior Leader Course
    US Army
    Jul, 2015
    - Nov, 2024
  • TRM Crypto Compliance Specialist (TRM-CCS)
    TRM Labs
    Aug, 2023
    - Nov, 2024
  • TRM Advanced Crypto Investigator (TRM-ACI)
    TRM Labs
    Apr, 2023
    - Nov, 2024

Experience

  • Circle
    • United States
    • Financial Services
    • 700 & Above Employee
    • Customer Care Advisor
      • Sep 2023 - Present

    • Customer Care Analyst
      • Aug 2022 - Present

  • Coinbase
    • United States
    • Internet Publishing
    • 700 & Above Employee
    • Customer Support Analyst
      • Mar 2022 - Jun 2022

      - Achieved 100% first contact resolution on customer inquiries via phone, consistently exceeding company metrics - Proficient in compliance, fraud, account access, trust, and safety cases - Developed systems that helped new employees for outreach on inquiries relating to company tooling, conflict resolution, and general case handling procedures - Consistently displayed an empathetic and solutions-oriented mindset which resulted in an excellent customer experience upon first contact - Achieved 100% first contact resolution on customer inquiries via phone, consistently exceeding company metrics - Proficient in compliance, fraud, account access, trust, and safety cases - Developed systems that helped new employees for outreach on inquiries relating to company tooling, conflict resolution, and general case handling procedures - Consistently displayed an empathetic and solutions-oriented mindset which resulted in an excellent customer experience upon first contact

  • US Army
    • United States
    • Armed Forces
    • 700 & Above Employee
    • Team Leader
      • Aug 2015 - Jun 2016

      Managed over $ 5 million dollars worth of equipment each day while as a team leader of fiveto six members. Performed oversight at multiple locations without direct supervision to ensure missioncompleteness. Performed inspections and assisted in the resolution of logistics deficiencies to ensurequality logistical services during periodical staff assistance visits. Earned consistent commendations for dedicated service and highly favorable NCO evaluation reports.

    • Assistant Team Leader
      • Jun 2013 - Aug 2015

      Assisted with logistical operations and recommended effective modifications of operating instructions and techniques for solving situations not covered by standing operating procedures. Analyzed and monitored workflow to ensure that priority and emergency work was handled expeditiously. Performed inventory control, assuming responsibility for all equipment, including the creation of inventory control procedures.

Education

  • University of Massachusetts Boston
    Bachelor of Exercise Science, Graduate
    2017 - 2019
  • Anthony Pompliano's Crypto Academy
    Graduate, Cryptocurrency
    2021 - 2021
  • Massachusetts General Hospital Institute of Health Professions
    Doctor's Degree, Occupational Therapy/Therapist
    2020 -

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