Andres Brinez Velasquez
Hallandale Beach,Florida
Summary
Dynamic customer service leader with a proven track record , enhancing team performance through effective coaching and problem resolution. Skilled in interpersonal communications and customer relations, I drove a 122% increase in yearly sales while fostering a culture of continuous improvement and mentoring high-potential employees for leadership roles.
Overview
20
20
years of professional experience
Work History
Customer Service Lead
JCJ Pro-Builders LLC
01.2023 - 02.2025
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Enhanced customer satisfaction by resolving complex issues and providing timely solutions.
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
- Handled escalated customer complaints professionally, ensuring prompt resolution and follow-up actions were taken as necessary.
- Supervised day-to-day customer service operations to provide staff with guidance and drive productivity.
Front Desk Agent
2000 Ocean Building
02.2022 - 01.2023
- Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all residents.
- Resolved guest issues promptly, resulting in positive feedback and return visits.
- Utilized strong organizational skills to manage daily tasks efficiently while maintaining focus on delivering outstanding guest service experiences.
- Answered customer telephone calls promptly and appropriately handled needs.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Facilitated smooth guest experiences by coordinating with multiple departments across the property.
- Collaborated with housekeeping staff to maintain cleanliness standards in the lobby and common areas.
Regional Manager
Heineken
03.2017 - 01.2022
- Played a crucial role in increasing the yearly sales by 122%.
- Enhanced team performance by providing regular coaching, training, and performance feedback to staff members.
- Promoted a culture of continuous improvement through ongoing process reviews, employee engagement initiatives, and open channels of communication.
- Collaborated with executive leadership to establish long-term objectives, drive growth initiatives, and align regional efforts with corporate goals.
- Increased customer satisfaction with timely resolution of escalated issues and proactive communication on product updates.
- Streamlined operational processes for increased efficiency by identifying areas of improvement and implementing necessary changes.
- Supervised staff to optimize brand expansion initiatives and productivity.
- Mentored and developed high-potential employees for leadership roles through individualized career development plans and opportunities for growth.
Regional Manager
Coca -Cola Femsa
01.2005 - 11.2021
- Enhanced team performance by providing regular coaching, training, and performance feedback to staff members.
- Promoted a culture of continuous improvement through ongoing process reviews, employee engagement initiatives, and open channels of communication.
- Increased customer satisfaction with timely resolution of escalated issues and proactive communication on product updates.
- Collaborated with executive leadership to establish long-term objectives, drive growth initiatives, and align regional efforts with corporate goals.
- Streamlined operational processes for increased efficiency by identifying areas of improvement and implementing necessary changes.
- Supervised staff to optimize brand expansion initiatives and productivity.
- Mentored and developed high-potential employees for leadership roles through individualized career development plans and opportunities for growth.
Education
Bachelor of Science - Economist
San Buenaventura University
Cali-Colombia12-1987
Skills
- Interpersonal communications
- Customer service excellence
- Customer relations
- Problem resolution
English
Spanish
Native or Bilingual
English
Limited Working
Timeline
Customer Service Lead
JCJ Pro-Builders LLC
01.2023 - 02.2025
Front Desk Agent
2000 Ocean Building
02.2022 - 01.2023
Regional Manager
Heineken
03.2017 - 01.2022
Regional Manager
Coca -Cola Femsa
01.2005 - 11.2021
Bachelor of Science - Economist
San Buenaventura University
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