Emy Velazquez
Katy
Summary
Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Customer Care Manager
Floor & Decor
Katy
07.2020 - Current
- Collaborated with cross-functional teams, including sales, operations, and logistics, to address issues and enhance customer experience.
- Managed complex customer inquiries, concerns, and escalations, maintaining a high level of customer satisfaction and loyalty.
- Recognized multiple times for consistently exceeding sales targets and for contributing to the success of key customer care initiatives.
- Managed all aspects of recruitment for the department, including posting job listings, screening resumes, conducting interviews, and onboarding new hires.
Team Leader
Chick-fil-A
Houston
07.2018 - 05.2021
- Supervised team members to ensure efficient service delivery during peak hours.
- Scheduled shifts to optimize staff coverage and maintain operational flow.
- Enforced health and safety protocols to ensure a safe work environment.
- Resolved customer complaints promptly to enhance overall satisfaction levels.
- Delegated daily tasks to team members to optimize group productivity.
Education
Associate of Business Administration -
Lone Star College
Houston, TX12-2026
High School Diploma -
Cy-Lakes High School
Houston, TX06-2018
Skills
- Customer service
- Conflict resolution
- Data analysis
- Team leadership
- Recruitment management
- Sales strategies
Languages
Spanish
Native/ Bilingual
Certification
- Salesfloor
- Power BI
- POS
Accomplishments
- Multiple Promotions in 2 Years — Recognized for outstanding performance, leading to multiple promotions within a 2-year period, reflecting my ability to adapt, grow, and contribute to the success of the organization.
- Led the transformation of the Pro Department, turning it from the lowest-performing team in the district to the best, resulting in a 20% increase in sales and a 15% improvement in customer satisfaction.
- Top Hiring Manager Recognition — Acknowledged for successfully recruiting, onboarding, and training top-tier customer care talent, contributing to the team's overall success.
References
References available upon request.
Timeline
Customer Care Manager
Floor & Decor
07.2020 - Current
Team Leader
Chick-fil-A
07.2018 - 05.2021
Associate of Business Administration -
Lone Star College
High School Diploma -
Cy-Lakes High School