Her3man Cortez


  • San Antonio Texas

Work experience

Work experience


Nov 2003 - Present

Geriatric Care Advocate / Trustee

  • Create and assemble a care network to assess patients’ medical or physical condition and needs.
  • align patient and care network with community resources to access needed financial assistance, legal aid or housing.
  • Advocate for patients’ protected rights and take legal action when necessary.
  • Conduct recruitment, contracting and training of personnel to assist patient with daily living activities.
  • Coordinate discharge from care facilities to home or other care facility(s).
  • Modify treatment plans to address changes in patients’ status.
  • Monitor, evaluate, and record patients’ condition according to measurable goals described in treatment and care plan.
  • Identify environmental impediments to patients’ safety and palliative care through weekly review of treatment records and discussions with care network participants.
  • Develop and maintain digitized record system(s) to store and process data such as medical personnel activities and treatment information to create summary reports.

Home Mortgage C/S Associate (Manpowergroup)

  • Support a variety of inquiries regarding consumer real estate loans and home mortgages.
  • Responsible for screening consumer financial profile and referring borrowers for solutions (including HAMP, proprietary modifications, re-payment plans, etc.) in order to resolve delinquencies or maintain home ownership.
  • Access information on multiple systems to inform borrowers of loan terms, important dates and deadlines.
  • Provide loan documentation in support of modification reviews.
  • Assist borrowers with solutions when retention options are not possible (i.e. short sales, deeds in lieu, etc.).
  • Adhere to FHA guidelines related to data integrity and risk management. Handle confidential material in a professional and ethical manner.

American Express

Aug 2005 - Mar 2009

Global Business Travel Counselor

  • Provide corporate travel services, to Fortune 500 companies and their senior executive employees, on behalf of American Express Travel-Related Services.
  • Maintain familiarity with demographics of emerging markets where client's line of business is flourishing in order to anticipate client needs.
  • Maintain quality and productivity levels compulsory to client's contract.
  • Control travel expenses through promotion of negotiated airfare rates and agreements with airline industry alliance partners.
  • Maintain superior quality control of client's travel profiles through the use of global distribution software..


Dec 2001 - Jun 2005

Support Specialist

  • Provide second level problem resolution to Travelocity air and hotel customer service agents, customers and strategic alliance partners experiencing problems with itinerary, web and telephone access channels.
  • Provide timely resolution of access channel issues through collaboration with technical support staff.
  • Increase service value by maintaining communications with client, during the problem-resolution process, in order to uphold retention and confidence of customer base.
  • Facilitate communication between internal support staff and end-users to assure accurate problem interpretation.


Feb 1992 - Oct 1995

Multilingual Relationship Banker

  • Global Banking Solutions Representative.  Responsible for selling and referring financial products and services (brokerage, checking accounts, CDs, credit cards and Mortgages) to affluent clients, primarily located in Latin America. Position requires excellent oral and written communication skills in both Spanish and English languages.
  • Proactive in sourcing and acquiring client base with the ultimate goal of maximizing sales opportunities and ensuring customer retention and satisfaction.
  • Interface with overseas clients in Latin America and Europe to maintain key relationships and ensure ongoing communication with regard to existing and future customer needs.
  • Adhere to operational controls, including legal (anti-money laundering and fraud prevention), corporate, and regulatory procedures to ensure the safety and security of customer and bank assets.
  • Work, proactively, to educate customers on utilizing available access channels (i.e. ATM and other electronic and Telephone Banking).
  • Achieve personal production goals by utilizing effective sales techniques and leveraging bank products and services.

American Airlines

Jan 1991 - Feb 1992

Multilingual Travel Agent

  • Make travel arrangements for patrons originating from Latin American and European Spanish-speaking markets - utilizing American Airlines travel alliance partnerships.
  • Create service value for clients by providing options for efficient and alternate routes, lowest available fares, booking class and exchange rates.
  • Develop itinerary by assembling literature, providing information on destination customs, points of interest, special events, offering suggestions and answering inquiries.
  • Promote and maintain excellent customer relations through prompt and accurate responses to customer concerns,
  • Make efficient use of proprietary resources to ensure consistency and adherence to proven processes and procedures.
  • Serve as customer liaison between company and third party industry suppliers.
  • Assist with foreign travel requirements by obtaining visa, permit, and medical regulations documentation and providing information on foreign currency exchange rates.
  • Process voids, refunds, exchanges, and split ticketing as necessary.
  • Collect payment by entering and verifying scheduled services and charges; computing total and obtaining credit card charge, check, or cash.



Alamo Colleges

May 2012 - May 2014

Conferred - Associate of Applied Arts and Sciences in International Business

The Associate of Applied Arts and Sciences (A.A.S.) degree in International Business provides professional depth to individuals who possess work experience in related occupational fields.  



Intermediate Microsoft Office Suite user

Intermediately proficient with Microsoft Word, Excel, and Powerpoint software.

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