Juan Pablo Velez
Summary
Servant Leader with progressive experience empowering and leading teams accountable for delivering exceptional service to a high-volume of clients across start-ups in the technology industry. Results-driven professional with a record of identifying and implementing opportunities for reducing costs and augmenting efficiencies that bolster enterprise revenue growth. Dedicated and resourceful professional adept at motivating multidisciplinary teams to achieve both short and long-term organizational goals.
Overview
12
12
years of professional experience
Work History
Small Business Owner
Mut Studio
11.2022 - Current
- Promoted business via social media to generate leads and maximize brand identity.
- Advertised products and services online, social media and through traditional campaigns to target ideal consumers.
- Designed business plan to define concept, short-term and long-term goals and strategies.
- Fulfilled customer shipping needs by completing all purchase orders and customer invoices.
- Introduced new methods, practices, and systems to reduce turnaround time.
- Interviewed and hired ideal candidates to assist with logistics and tasks of business.
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Trained new employees on proper protocols and customer service standards.
Service Operations Manager
Tesla Inc.
09.2021 - 09.2022
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Developed systems and procedures to improve operational quality and team efficiency.
- Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Developed and maintained relationships with external vendors and suppliers.
- Analyzed and reported on key performance metrics to senior management.
- Developed and implemented strategies to maximize customer satisfaction.
- Increased profit by streamlining operations.
- Assisted in recruiting, hiring and training of team members.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Analyzed service reports to identify areas of improvement.
Assistant Service Manager
Tesla Inc.
11.2020 - 09.2021
- Pioneered the implementation of the first Service Center in the Caribbean market, located in San Juan, Puerto Rico.
- Established excellent business relationships with local providers for a successful service operation, including but not limited to Body Shops, Contractors, Shipping Logistics, Sublet Work Force, between several others.
- Conducted extensive hiring processes that captured top notch talent within the Automotive and Tech industry.
- Created innovative and efficient service standards that positioned the team amongst the top 10% service centers in North America in two consecutive quarters, achieving the number 1 rank for several weeks.
- Met with customers to discuss service needs and offer available solutions.
- Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
- Monitored service staff performance and provided feedback for improvement.
International Service Advisor
Tesla Inc.
01.2018 - 09.2020
- Spearheaded launch for innovative Tesla Mobile Service program across South Florida, Puerto Rico, and the Caribbean, managing critical responsibilities and coordinating logistics to uphold operational efficiency.
- Assisted directing 34-member multidisciplinary team to meet and exceed mission-critical metrics, including first time fix rates, safety regulations, and productivity goals, successfully achieving 98% Customer Satisfaction rate.
- Pioneered and established sustainable processes for Caribbean locations to expand market share and increase client base, capturing 300% growth in public relations while growing market from 47 to 700+ vehicles.
- Consistently interfaced with remote teams and traveled to Santa Clara, Fremont, Costa Mesa, Jacksonville, and Orlando among other key cities to implement new strategies that reduced costs and bolstered productivity.
- Educated customers regarding regular maintenance protocols to preserve vehicle condition
- Examined service history and provided initial inspection of vehicle to identify issues.
- Maintained high customer satisfaction standards to meet or exceed targets.
Service Advisor
Tesla Inc.
06.2015 - 03.2018
- Directed coordination efforts for the logistics and planning of service required to support 15K elite customers across South Florida, sustaining brand reputation as an optimum service location.
- Championed nationally recognized “The Due Bill Project (1.0),” auditing service center operations to deploy resource organization program that exceeded client service needs while reducing costs.
- Hand-selected to lead training initiatives focused on developing a 12-person, top-performing services team, expertly mentoring employees on complex computer software that streamlined inefficiencies within department; additionally, coached employees on customer services and collaboration best practices.
- Educated customers regarding regular maintenance protocols to preserve vehicle condition.
- Examined service history and provided initial inspection of vehicle to identify issues.
- Maintained high customer satisfaction standards to meet or exceed targets.
- Handled customer issues with confidence, using complex problem solving to provide effective resolution.
Service Assistant
Tesla Inc.
05.2014 - 06.2015
- Managed day-to-day office operations while strategically prioritizing customer service related to service workflow, overseeing all client communication to accurately identify needs and deliver effective solutions.
- Leveraged strategic planning and team management expertise to efficiently coordinate valets, organize customer transport, and delegate service repairs in a timely manner while upholding customer satisfaction.
- Maintained high customer satisfaction standards to meet or exceed targets.
- Handled customer issues with confidence, using complex problem solving to provide effective resolution.
Spanish Interpreter
Indiana University Health
01.2012 - 03.2014
- Maintained message content, tone, and emotion as closely as possible.
- Provided cultural input to speakers to help parties who did not speak similar languages communicate with and understand one another.
- Facilitated communication between law enforcement personnel and individuals involved in crimes such as witnesses, persons of interest, and suspects
- Reviewed translated content for cultural sensitivity and use of universal Spanish.
- Performed language interpretation services for a wide range of clientele, providing exceptional customer service during all interactions to augment optimal comprehension and capabilities.
- Oversaw a team of 15 associates accountable for providing services to clients, utilizing interpretation capabilities and trilingual acumen to assess and uphold team member success
Education
Bachelor of Arts - Restaurant And Culinary Management
Le Cordon Bleu Peru
Lima, Peru02.2010
GED -
Liceo Frances De Pereira
Pereira, Colombia2006
Skills
- People Development
- Analytical Problem Solving
- Global Operations
- Project Management
- Multicultural Competency
- Workflow Optimization
- Logistics Management
- Strategic Planning
- Customer Service Expert
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
French
Full Professional
Timeline
Small Business Owner
Mut Studio
11.2022 - Current
Service Operations Manager
Tesla Inc.
09.2021 - 09.2022
Assistant Service Manager
Tesla Inc.
11.2020 - 09.2021
International Service Advisor
Tesla Inc.
01.2018 - 09.2020
Service Advisor
Tesla Inc.
06.2015 - 03.2018
Service Assistant
Tesla Inc.
05.2014 - 06.2015
Spanish Interpreter
Indiana University Health
01.2012 - 03.2014
Bachelor of Arts - Restaurant And Culinary Management
Le Cordon Bleu Peru
GED -
Liceo Frances De Pereira
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