Franklin Sosa Delao

Led and developed a team of 5 mobility specialists throughout various locations in daily operations for large scale retail clients, including Ralphs and Target, ensuring customer experiences and consistent service quality.

Operate, monitor, and troubleshoot parking systems including Amano, Magnetic gates, and the Specialist App, ensuring rapid issue resolution and seamless access control for customers.

Resolved customer concerns quickly and effectively, increasing loyalty, retention and repeat usage across high traffic locations.

Collaborated with senior leadership on promotional strategies, contributing to an 87% increase in campaign sales and improved customer engagement.

Maintained a 98–99% customer conversion rate, ensuring high satisfaction and return usage.

Helped reduce revenue losses caused by limited payment options by 20–30%, enhancing customer accessibility, and operational efficiency.

Supervised 10 team members and managed daily operations serving 300 - 600 vehicles per day.

Operated and maintained Skidata systems, ensuring continuous functionality.

Coordinated system troubleshooting and vendor communication to resolve technical issues quickly, to maintain operational efficiency.

Oversaw equipment calibration, ticketing system updates, and preventative maintenance schedules.

Improved overall site efficiency and customer satisfaction by optimizing workflows, enhancing payment accessibility and ensuring peak equipment performance.