Carlos Velez
Florence,SC
Summary
Proven leadership and supervisory experience with ability to lead multiple projects/teams simultaneously and effectively. Operations management, project management, and program management experience. Data analysis, reporting, process, program, and systems improvement. Outstanding project planning and management skills meeting tight deadlines. Solutions driven manager, mentor, and coach with the ability to motivate and positively influence peers. Personal Traits: Professional, unwavering commitment to excellence, focused, skilled trainer, coach, motivator, mentor, highly intelligent, critical thinker, driven and results oriented. Led sales, technical support, repair, and dispatch teams simultaneously. Expert Bilingual - English and Spanish.
Overview
27
27
years of professional experience
Work History
Facility Solutions Manager
City Wide Facility Solutions
09.2023 - Current
- Manage all aspects of assigned client relationships, including client retention, expansion, and diversification of City Wide building solutions and/or products
- Formulate and manage an effective service strategy and schedule tailored to each client
- Negotiate and enter into agreements with clients for additional services - determine pricing, staffing and logistics
- Manage all Contractor relationships including - Interview and hire, negotiate pricing and other contract terms, manage agreements, develop service specifications, client compliance, verify Contractor compliance and remove/replace Contractors as necessary
- Ensure a standard of excellence in quality and client satisfaction, through detailed quality control inspections of client sites and consistent follow through with all promises to clients
- Supervise and direct Compliance Managers; ensure the client's strategy is executed and all services are performed correctly
- Ensure adequate (internal and external) staffing needs to service clients
- Promote the sale of, procure and monitor supplies for clients
- Effectively communicate all client issues with Contractors and the Director of Operations (or owner); promptly address any client issues or problems that arise
- Develop and implement a plan with the Director of Operations and the Night Managers to resolve any client complaints or deficiencies in service and actively monitor compliance
- Approve Night Managers and/or Service Representatives pay sheets; ensure accuracy
- Assist Accounting in collecting clients' past due invoices and payment invoices for Contractors
- Maintain updated route sheets, key/alarm sheets, and monthly planner for each client.
National Director of Hispanic Markets - Business Development
Alien Coupons
01.2023 - Current
- Responsible for launching a new line of business focused on the Hispanic Market business development
- Provide leadership to the entire Hispanic Market line of business within Alien Coupons
- Lead sales and client-relationship management teams
- Staffing - 20 Managers - 600 Call Center Sales Representatives and Outside Sales Representatives
- Create a culture that fosters success, talent, satisfaction, and acceptance
- Responsible for the creation of processes, KPI's, SOP's, training and development, and internal policies
- Create leads, build an organization network, provide support, and onboard new businesses
- Team development
- Provide oversight to all management operations
- Responsible for creating brand recognition and financial growth through various Hispanic Markets in the U.S.
General Manager/Operations/Finance
Caribbean Motors Inc
Charlotte, NC
02.2018 - 08.2023
- Responsible for used car sales profit, customer relations and retention, and overall dealer operations
- Coordinate used car inventory
- Manage multiple online lead generation marketing strategies
- Trade in appraisals
- Ensure that all appropriate dealership records are maintained.
- Developed and implemented operational strategies to improve efficiency, reduce costs and maximize customer satisfaction.
- Established and maintained effective communication with staff members to ensure efficient operations.
- Managed all aspects of daily business operations including budgeting, staffing, scheduling, inventory control, customer service and sales.
- Monitored financial performance and identified areas for improvement in cost savings and revenue generation.
- Coordinated training activities for employees to ensure compliance with company policies and procedures.
- Maintained relationships with vendors to obtain the best pricing on supplies and materials.
- Resolved customer complaints quickly while maintaining high quality standards of service delivery.
- Implemented employee recognition programs to motivate staff members towards achieving organizational goals.
- Conducted regular meetings with senior management team to review progress against established objectives.
- Developed marketing strategies designed to increase brand awareness within target markets.
- Managed inventory levels and conducted corrective action planning to minimize long-term costs.
- Built and maintained loyal, long-term customer relationships through effective account management.
- Complied with company policies and government regulations to prevent and detect rule violations and protect organization from fines and lawsuits.
- Designed sales and service strategies to improve revenue and retention.
Home Mortgage Consultant - Bilingual Spanish NMLS Safe ID 2284530
Wells Fargo
11.2021 - 02.2023
- Provide Consultations for home financing, generate business through corporate relationships, direct to consumer marketing, and third-party relationships
- Identify opportunities for process improvement within the loan process and/or Mortgage Consumer Direct Sales functional area
- Present recommendations for resolving more complex situations exercising independent judgement while developing understanding of loan applications, pricing loans, or locking in rates
- Compliant with Mortgage Licensing Act of 2008, Regulation Z, and all related regulations.
Regional Operations Director/Contract Based
Frontier Mining
07.2022 - 11.2022
- Responsible for all site operations including new construction sites, IT, mechanical, structural, and the surrounding areas in the assigned region
- Assign and oversee the daily tasks of technical personnel while ensuring the teams onsite are actively working toward established SLA's and KPI's
- Highly visible key point of contact with the client and internal leadership
- Number one point of contact for clients facing issues while assisting and managing relationships between site clients, contractors, and leadership
- Communicate priority information immediately to all senior leaders up to and including the CEO
- Analyze, plan, and develop requirements and standards in reference to scheduled projects
- Ensure adherence through audits and adjustments so that all contractual obligations are fulfilled, Frontier Mining standards are met, and OSHA and CDC guidelines are followed
- Continuously drive performance through metric creation, implementation, improvement, and meticulously adherence to best practices of operations to consistently meet and exceed contractual and client expectations
- Manage a geographic area through regularly scheduled site visits and off-hour response management
- Participate in regular technical team meetings to determine progress and address any questions or challenges regarding projects
- Work with team to determine and define clear deliverables, roles and responsibilities to staff members required for specific projects or initiatives
- Work with the team to research and evaluate hardware and software technology options and weigh the cost/benefit analysis when making large purchases on behalf of the company
- Work with the team to update and maintain all production technologies ensuring proper maintenance and installation
- Survey sites regularly and determine priorities for improving or maintaining the safety and security of the sites, employees, and equipment
- Perform light maintenance or coordinate tradespeople/contractors to schedule services, then inspect their work to ensure it meets environmental and health regulations
- Perform weekly construction inspections and site audits
- Review support tickets for issues onsite or with client equipment
- Produce reports and write recommendations on how to configure the site for optimization
- Created a new more efficient training program for new hires
- Created company policy to meet and exceed CDC and OSHA requirements
- Write and maintain Frontier Mining SOP's, specific site-based tasking, and safety protocols for each location
- Revamped hiring process to improve efficiency
- Staffing - Hiring, scheduling, commendations, disciplinary actions, and other HR duties as needed
- Budget management.
Bilingual Healthcare Patient Support Specialist/Contractor
LiveOps
11.2020 - 11.2022
- Provide support for patients prescribed Humira, Creon, Mavyret, and Imbruvica
- Grant relief and understanding by providing a sympathetic ear and compassionate patient service for immunology and oncology
- Address and resolve questions and concerns
- Qualify patients for financial assistance and critical resources
- Help patients navigate insurance and pharmacy protocols.
Operations Manager/Charlotte Douglas Airport
ISS Facilities
08.2021 - 10.2021
- Monitor and ensure that the highest level of customer care is provided
- Develop and establish strong customer relationships
- Ensure that new & potential customers are being educated about the features and benefits of the services provided
- Ensure that all customer complaints and billing disputes are handled professionally, appropriately and in a timely manner
- Oversee cleaning, disinfecting and maintenance for airline accounts areas including Admirals Club Lounges
- Grow division business through increased sales of monthly contracts, extras, and retention of existing clients
- Provide oversight to the exclusive Admirals Club restaurant and lounge
- Manage existing business and oversee supervisors and laborers responsible for servicing these accounts
- Provide clients with clear and easy to understand information regarding all phases of our service offerings
- Enforce company safety and training policies in addition to educating and enforcing all HAZCOM and OSHA safety procedures
- Manage and monitor operation expenses/budget.
PT Federal Work Study - Office Assistant (First Year Advising)
Central Piedmont Community College
02.2017 - 12.2017
- Provided customer service by greeting visitors, answering inquiries, and explaining departmental procedures
- Directed visitors and callers to the appropriate department or personnel
- Maintained the calendar for the Academic Advisor, Counselor and Career Counselor
- Assisted with preparation for student orientation sessions
- Translated in Spanish for all departments as needed
- General office duties as needed.
Senior Account Executive
Deluxe Corporation
03.2012 - 10.2012
- Account Acquisition: Outbound phone prospecting of assigned and self-generated leads in specific geographic areas and verticals throughout the U.S., scheduling appointments, making initial presentation, understanding business needs, developing proposals, and closing sales
- Consultative Sales Process: Conducts thorough needs assessment, product presentations, make custom recommendations and utilize closing skills via a webinar platform
- Account Development: Grow the accounts acquired with additional products for the Deluxe portfolio
- Knowledgeable in SEO, websites, local listing products, social media etc
- Google Certified.
Account Executive
CleanNet USA - Corporate
06.2011 - 08.2011
- Identify market potential by qualifying accounts
- Initiate sales process by prospecting, scheduling appointments, making initial presentation, understanding business needs, developing proposals, and closing sales
- Recommend new solutions and services by evaluating current solutions and identifying needs to be filled
- Responsible for keeping commitments in a timely manner and resolving issues promptly.
CEO/COO
King of Cleens - Commercial Cleaning/CleanNet USA - Franchise
09.2010 - 05.2011
- Strategy, Vision, and Mission Planning
- Profitability and Cost Analysis
- Services and Products
- Policy and Procedure Development
- Human Resources Management
- Franchise Development.
Supervisor - Support QUEUE/Call Center
ACN Communications
08.2009 - 02.2010
- Created, trained, and led a team of CSR's and Technical Support Agents (Tier I and II) for customer complaints and technical issues escalations
- Performance Management and Monitoring
- Investigated PIC Disputes/Regulatory Complaints including all Bilingual escalations in English and Spanish
- Created and distributed statistical findings based on the results of disputes and/or resolution of investigations
- Identified opportunities and assisted in facilitating improvements to current departmental processes, policies, and procedures
- Demonstrated strong decision-making skills to resolve issues and implement mutually beneficial solutions.
Account Manager
Yellowpages.com - AT&T Interactive
10.2008 - 06.2009
- Interact regularly with clients to build and maintain deep partnerships and review online campaigns such as Yellow page listing positioning, Search Engine Marketing on Google, Search Engine Optimization, website design and hosting
- Translated for Bilingual Spanish speaking customers for sales, closing and service issues
- Coordinate with Ad Ops to communicate campaign optimization recommendations to clients and sales
- Manage campaigns, analyze quantitative, qualitative, and underlying data to correct performance issues throughout the duration of the program.
Bilingual District Manager
Ace, Americas Cash Express
11.2007 - 08.2008
- Managed operational expenses to maximize profit potential
- Revenue and budget management more than $40,000,000 monthly
- Provided training on all operational programs and sales techniques with appropriate follow-up and review
- Assisted in business development through customer contact, community relations and opening new locations as directed
- Created and successfully implemented marketing campaign to attract the Hispanic community to the business
- Resolved problems quickly through follow up making sure a mutually beneficial solution is reached using the customer complaint as an opportunity to win the customer for life
- Multi-center management.
Manager - Bilingual/Multi Call Center
Verizon Communications
03.1997 - 12.2006
- Handled and delegated performance reviews, training, coaching, scheduling, and staffing for over 20 mid senior and 80 front line management personnel
- Responsible for and provided support to over 2500 employees and management personnel in 7 centers with multiple lines of business spanning 6 states
- Performed continuous evaluations of metrics to ensure all company and clients' needs are met
- Responsible for process and systems improvements to keep up with new technologies in addition to ensuring all KPI's and SLA's were met
- Analyze data to forecast service levels, for workforce management and to ensure operations stay within budget
- Provide oversight for the business, repair and maintenance, broadband support, and technician dispatch lines of business serving residential, small, and medium sized businesses in addition to certain government agencies
- Collaborated with Legal, Marketing, Executive level management and other lines of business as needed including business owners and high-ranking officers representing large business accounts
- Operations management for 7 facilities simultaneously
- Project management - After 911, led 3 projects converting 3 bomb shelters into central offices (telephone and broadband switching) to protect communications during crisis or state of emergencies
- Led 4 projects converting central office POTS lines to fiber
- Single Point of Contact (SPOC) and liaison for Spanish Speaking clients complaints with FCC, the Public Board of Complaints, and Presidential (Executive Level) complaints conducting investigations with the purpose of a mutually benefit resolution
- 95% of responsibilities were to support Spanish speaking customers/clients
- Multi-center, Multi-State management with Director level responsibilities.
Education
Bachelor of Science in Management, GPA 4.0 -
University of Phoenix
09.2023
Associate of Arts (AA), 2014 - 2018 -
Central Piedmont Community College, NC
Skills
- Passion for Sales, Support, Customer Care, and Patient Care Excellence
- Motivating and Training
- Team Building
- Managing and Supervising
- Solutions Oriented
- Fluent in English and Spanish, Computer Software: MS Office (Word, Excel, and PowerPoint) and Technical Support-Operating Systems Coursework in Conflict Resolution, Accepting Change, Coaching Others Through Change and other management courses
Professional Association
Hispanic Support Organization (HSO) former member in good standing. Former Co-Chair for the Mid-Atlantic membership committee. Last Assignment - Assigned Co-Team Lead with direct reports in six states for the redesign of the HSO National Website completed by spring 2007.
Timeline
Facility Solutions Manager
City Wide Facility Solutions
09.2023 - Current
National Director of Hispanic Markets - Business Development
Alien Coupons
01.2023 - Current
Regional Operations Director/Contract Based
Frontier Mining
07.2022 - 11.2022
Home Mortgage Consultant - Bilingual Spanish NMLS Safe ID 2284530
Wells Fargo
11.2021 - 02.2023
Operations Manager/Charlotte Douglas Airport
ISS Facilities
08.2021 - 10.2021
Bilingual Healthcare Patient Support Specialist/Contractor
LiveOps
11.2020 - 11.2022
General Manager/Operations/Finance
Caribbean Motors Inc
02.2018 - 08.2023
PT Federal Work Study - Office Assistant (First Year Advising)
Central Piedmont Community College
02.2017 - 12.2017
Senior Account Executive
Deluxe Corporation
03.2012 - 10.2012
Account Executive
CleanNet USA - Corporate
06.2011 - 08.2011
CEO/COO
King of Cleens - Commercial Cleaning/CleanNet USA - Franchise
09.2010 - 05.2011
Supervisor - Support QUEUE/Call Center
ACN Communications
08.2009 - 02.2010
Account Manager
Yellowpages.com - AT&T Interactive
10.2008 - 06.2009
Bilingual District Manager
Ace, Americas Cash Express
11.2007 - 08.2008
Manager - Bilingual/Multi Call Center
Verizon Communications
03.1997 - 12.2006
Bachelor of Science in Management, GPA 4.0 -
University of Phoenix
Associate of Arts (AA), 2014 - 2018 -
Central Piedmont Community College, NC