Brandon Velasquez
Lead Customer Representative
San Jose,CA
Summary
Dynamic leader with proven expertise in operational coordination and team leadership, developed at Hallcon Inc. and further enhanced at Ferguson Enterprises. Excelled in customer relationship management and real-time problem solving, driving seamless dispatching and customer service across multiple locations. Spearheaded a micro-transit program, significantly enhancing commuting efficiency. Skilled in conflict resolution, ensuring high client and team satisfaction.
Overview
2
2
years of professional experience
5
5
years of post-secondary education
Work History
Lead Commuter Dispatcher
Hallcon at Google
11.2021 - 8 2022
- Directed daily operations for client offices such as the Bay Area, Ontario (Canada), Colorado, Atlanta, and Washington ensuring seamless execution of services.
- Fostered and maintained strong relationships with clients, drivers, and third-party vendors, consistently achieving high operational standards.
- Collaborated on development and implementation to a micro-transit program, facilitating efficient commuting for clients while reducing traffic impact at work locations.
- Managed all transportation-related inquiries, including program expansions, recruitment, media and press engagements, and alternative transportation options.
- Trained and mentored colleagues on company protocols, safety compliance, vehicle and driver assignments, rideshare coordination, map surveillance, and communication best practices, contributing to an effective and competent team.
- Maintained accurate and detailed electronic records of calls, requests, and inquiries, conducting thorough checks to minimize errors and ensure data integrity.
- Mediated and resolved conflicts and discrepancies between field personnel and clients, ensuring satisfactory outcomes.
- Evaluated and processed over 800 transportation requests, making real-time adjustments based on driver availability, traffic conditions, and pick-up/drop-off schedules.
Customer Service Lead
Hallcon at Google
12.2019 - 11.2021
- Led a team of over 25 employees, overseeing deployment across 20 distinct locations to ensure steady operations.
- Ensured comprehensive coverage and monitoring of all duties, positions, and responsibilities during each shift.
- Managed timekeeping and payroll processes, ensuring accurate and timely compensation for all employees.
- Enhanced team morale and performance by clearly communicating service expectations and quality goals.
- Adapted proactively to dynamic environments, maintaining high standards of service amidst rapid changes.
- Developed a robust candidate pipeline for three internal programs, supporting future talent acquisition needs.
- Coordinated and completed operational tasks by effectively scheduling and assigning administrative projects.
- Logged and compiled detailed documentation of data and statistics for each location, supporting data-driven decision-making.
Education
Bachelor of Arts - Business Administration And Management
San Jose State University
San Jose, CA 09.2021 - 08.2024
Associate of Arts - Liberal Arts - Business And CIS Emphasis
De Anza College
Cupertino, CA 09.2017 - 06.2019
Skills
Customer Relationship Management
Conflict Resolution
Team Leadership
Training and Development
Operational Coordination
Real-Time Problem Solving
Technological Proficiency
Traffic and Safety Management
Strong Verbal and Written Communication
Payroll and Timekeeping
Inventory Management
Tools
- MS Office Suite (PowerPoint, Excel, Teams, & Word)
- G-Suite (Gmail, Maps, Sheets, & Docs)
- Adobe Creative Suite (Photoshop, Illustration, & Acrobat)
- Social Media (Facebook, X, & Instagram)
- Asana
- Zoom
- Smartsheet
- Slack
- Trilogie (wIntegrate)
- MercuryGate
- Dispatch Track
- MyGeotab
Timeline
Lead Commuter Dispatcher
Hallcon at Google
11.2021 - 8 2022
Bachelor of Arts - Business Administration And Management
San Jose State University
09.2021 - 08.2024
Customer Service Lead
Hallcon at Google
12.2019 - 11.2021
Associate of Arts - Liberal Arts - Business And CIS Emphasis
De Anza College
09.2017 - 06.2019
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