Jonathan Velasquez
Orlando,FL
Summary
Dynamic professional with a proven track record in customer service and account management, notably at Alorica. Skilled in escalation management and adept at maintaining over 75 WPM typing speed. Excelled in fostering client relationships and streamlining service recommendations, achieving high customer satisfaction rates. Expert in leveraging technical troubleshooting and professional communication to enhance operational efficiency.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Sales Merchandiser
Coca Cola Bottling Florida
09.2024 - Current
- Answered customer questions regarding store merchandise, department information, and pricing.
- Provided clerks with information to print on price tags such as price, mark-ups or mark-downs or style number.
- Collaborated with sales team to identify and fulfill customer needs.
- Evaluated product quality and vendor performance to maintain quality standards.
- Managed and maintained purchase orders and invoices for 15+ stores weekly.
Head of Security
Allied Universal
05.2024 - 07.2024
- Trained new personnel regarding company operations, policies and services.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Increased efficiency and team productivity by promoting operational best practices.
- Promptly responded to inquiries and requests from prospective customers.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Managed and Maintained a team of 15 Officers.
Assistant Director of Security
Allied Universal Security Services
11.2023 - 05.2024
- Submitted documentation for weekly payroll, managed schedules, and enforced policies.
- Kept team compliant with security protocols and appearance standards.
- Oversaw the safety of guests, employees and assets by enforcing and regulating security policies and procedures and monitoring and maintaining security systems.
- Met customer call guidelines for service levels, handle time and productivity.
- Followed up with customers about resolved issues to maintain high customer service standards.
- Managed and Maintained a Team of 8 Officers.
Security Officer
Allied Universal Security Services
01.2018 - 11.2023
- Verified each individual's right to enter restricted areas and denied access to unauthorized persons.
- Watched different facility areas from a central location via different CCTV feeds, obtaining maximum coverage of important areas.
- Monitored alarm systems to detect any unauthorized entries into protected areas.
- Directed guests around the building and answered accessibility questions.
- Monitored and Worked with over 8 Screens, 80+ Cameras, 2 Computers, and a Server Room.
Bartender
FreeLance
06.2016 - 01.2018
- Obtained cash bank and stocked service bar to prepare for operation.
- Kept bar presentable and well-stocked to meet customer needs.
- Adhered to state laws regarding alcoholic beverage services and customer regulations.
- Handled simultaneous customer, team, and business needs while avoiding unnecessary delays or errors.
- Worked 8 events during the 2 years active.
Call Center Customer Service Representative
Alorica
01.2016 - 01.2018
- Documented and detailed calls and complaints using call center's CRM database.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Detailed payment options and explained price, receipt and billing details to customers.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Education
High School Diploma -
JobCorp
Pine Knot, KYNo Degree - Cyber Security
DeVry University
Online06-2025
No Degree - Unarmed Security D License
Black Hawk Security
Miami, FL01-2018
Skills
- Account Management
- Escalation management
- Call Management
- Customer Service
- Data Entry
- Technical Troubleshooting
- Database Management
- 75 WPM
- Documentation and Reporting
- Product and Service Knowledge
- Script adherence
Certification
- Licensed Security Officer-Unarmed D License-6 years
Timeline
Sales Merchandiser
Coca Cola Bottling Florida
09.2024 - Current
Head of Security
Allied Universal
05.2024 - 07.2024
Assistant Director of Security
Allied Universal Security Services
11.2023 - 05.2024
Security Officer
Allied Universal Security Services
01.2018 - 11.2023
Bartender
FreeLance
06.2016 - 01.2018
Call Center Customer Service Representative
Alorica
01.2016 - 01.2018
- Licensed Security Officer-Unarmed D License-6 years
High School Diploma -
JobCorp
No Degree - Cyber Security
DeVry University
No Degree - Unarmed Security D License
Black Hawk Security
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