Marco Mendoza
Liberty Hill
Summary
A dynamic leader with a proven track record at Rivian Automotive Inc., I excel in infrastructure management and fostering cross-functional coordination. My expertise in customer escalation management and strategic planning has significantly enhanced operational efficiency. Skilled in documentation and recordkeeping, I've consistently achieved service level agreements, driving customer satisfaction and team development.
Overview
20
20
years of professional experience
Work History
Assistant Field Delivery Manager
Rivian Automotive Inc.
12.2023 - Current
- Cultivate positive work environment guided with empathy
- Assisted in the planning and alignment of SOP by following up with vehicle preparation, operational tasks including but not limited to; vehicle logistics receipt, lot management, detailing and charging.
- Proactively mitigate and resolve customer escalations by exploring creative resolutions
- Budget and expense planning including employee appreciation, supplies and invoices.
- Established open lines of communication with team for feedback and suggestions.
- Identified inefficiencies to propose actionable improvements for overall workflow.
- Led training initiatives, enhancing employee skills and confidence.
- Mentor staff members in their professional development by offering guidance/support in their assigned roles.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
- Scheduled staff shifts to ensure proper coverage during peak shopping hours without exceeding labor budgets.
- Work collaboratively with cross functional teams including servicing repairs and vehicle rectifications
Lead Delivery Specialist
Rivian Automotive Inc.
02.2023 - 12.2023
- Resolved customer complaints professionally, demonstrating empathy while finding solutions that met their expectations.
- Provided exceptional customer service through clear communication with clients regarding delivery times and special requests.
- Delivery ceremony and demo drive product expert
- Allocate appointments and tasks for team and facilitate daily/weekly meetings.
- Customer outreach - Prior to delivery and post follow up
- Audit title & registration and retention schedule
- Peer observations and coaching
Senior Delivery Specialist
Rivian Automotive Inc.
10.2021 - 02.2023
- Execute world class customer service tailored to each engagement
- Operate flatbed CMV for home delivery and mobile concierge
- Complete title and registration documents including remarketing
- Onboarding new hire mentor
- Point of contact for day-to-day operations in absence of management
Customer Field Advocate
Carvana
08.2020 - 10.2021
- Ensure customer's car buying experience is warmly transferred through pre-delivery outreach
- Review terms and conditions related to their purchase order, title applications, dealer acquisitions, odometer disclosures and limited power of attorney
- Build state registration and disclosure packets for customer events
- Compliance on all DOT operations of single flatbed
- Maintain metrics including; On time delivery, safety drive score and customer experience
Server / Bartender / Private Event Captain /Shift Supervisor
La Corsha Hospitality / Second Bar + Kitchen
08.2019 - 03.2020
- Execute Forbes 4-star quality guest experience
- Supervise restaurant in absence of general manager
- Capture data to determine daily occupancy and sales
- Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
- Served food and beverages promptly with focused attention to affluent customer needs
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Collaborated with team members during busy shifts for efficient workflow and excellent guest experiences.
- Tend bar, cocktails with beer and wine
Assistant Manager
La Corsha Hospitality / Second Bar + Kitchen
04.2017 - 08.2019
- Manage floor operations
- Schedule staff according to business needs
- Onboard new hires including HR paperwork and training of their shift or department
- Explanation of HR policies and procedures up to and including corrective action and documented discussions with staff
- Utilize independent judgment and managerial courage to determine appropriate actions per company policies and procedures
- Maintain commitment to our service level agreements and customer satisfaction
- Follow up on guest reviews and source appropriate responses
- Created staff behavioral logs to execute staff performance evaluations
- Collaborate with management staff on upcoming marketing events and staff recognition programs
- Maintain strong healthy relationships with cross functional partners
- Conduct daily stand up meetings prior to shift
Distribution Sales Manager
Cyclone Enterprises
04.2016 - 04.2017
- Strengthened relationships with key clients through regular communication and excellent customer service.
- Complete weekly sale orders for over 8,000 international and specialty grocery products
- Forecast projections for upcoming sales by season or holiday
- Shelf inventory maintenance and replenishment
- Oversee incoming shipment orders ranging from five to eight pallets
- Manage work crew assigning daily tasks and hours
Bartender
HEB Grocery Store
11.2015 - 04.2016
- Served high customer volumes during special events, nights, and weekends.
- Managed cash handling duties responsibly, ensuring accurate accounting at the end of each shift.
- Performed opening and closing duties, printing sales reports, setting up for incoming shift, preparing cash drawers, and taking inventory.
- Efficiently opened or closed the bar according to established procedures, ensuring preparedness for each shift.
Apartment Leasing Professional
Greystar Property Management
06.2015 - 11.2015
- Coordinated move-ins and move-outs efficiently, minimizing vacancy periods between tenants.
- Provided personalized tours of properties, showcasing unit features and amenities tailored to each prospect''s needs.
- Developed marketing materials to highlight property features and attract potential renters.
- Kept meticulous records of correspondence between management and tenants.
- Manage incoming work order requests and contracted assignments
License Relationship Banker
JPMorgan Chase
07.2013 - 03.2015
- Strengthened referral partnerships with business lines across the bank to maximize cross-selling potential.
- Ensured regulatory compliance by accurately completing documentation and adhering to bank policies.
- Promoted digital banking services to enhance customer convenience and drive adoption rates.
- Conducted regular financial reviews for customers, ensuring optimal management of their portfolios.
- Handle customer sensitive information utilizing bank interface for applications and data research requests
- Consumer lending applications and loan closing
- Strong outbound calling skills
Assistant Manager
JPMorgan Chase
07.2010 - 07.2013
- Managing overall branch operations according to policy and procedures with staff
- Consumer loan closing
- Utilizing human resources to guide employees' actions on code of conduct behaviors including security and loss prevention
- Determine appropriate supervisor overrides based on risk mitigation
- Assist in diagnosing branch profit and loss measurements and implement action plan to grow business profitability
- Connect with facilities manager on work order / service requests on branch projects and maintenance
- Measure employee performances through conducting observations and coaching
- Delivering semi-annual and annual reviews along with corrective action up to and including terminations
- Hiring and developing new employee talent
- Building effective branch schedules
- Satisfactory compliance audits for operational branch excellence
- Mentor to management trainees
- Cultivate customer experience through manager involvement, huddles and sales meetings
Licensed Personal Banker
JPMorgan Chase
12.2007 - 07.2010
- Streamlined operational efficiency by maintaining accurate records of all transactions and ensuring timely account updates.
- Contributed to branch sales goals by proactively identifying opportunities for cross-selling and upselling banking products.
- Implemented effective referral strategies to establish relationships with potential customers and boost branch growth.
- Exceeded performance metrics consistently throughout tenure as Licensed Personal Banker through diligent work and commitment to customer satisfaction.
- Series 6, 63 and Life investment license
Sales and Service Specialist
Bank of America
06.2005 - 11.2007
- Developed strong rapport with customers, fostering loyalty and trust for sustained business growth.
- Leveraged consumer banking tools effectively to track customer interactions, monitor progress towards goals, and maintain organized account records for seamless communication across teams.
- Provided expert product knowledge, demonstrating the value proposition of offered services or products to prospective clients.
- Delivered exceptional customer service, resulting in increased repeat business and client referrals.
- Basic/Complex cash handling operations
Education
No Degree - Business Management
The University of Texas At San Antonio
San Antonio, TXHigh School Diploma -
Harlingen High School South
Harlingen, TX05-2005
Skills
- Infrastructure management
- Reporting tools
- Service level agreements
- Documentation & recordkeeping
- Cross-functional coordination
- Customer escalation management
Languages
Spanish
Professional Working
Timeline
Assistant Field Delivery Manager
Rivian Automotive Inc.
12.2023 - Current
Lead Delivery Specialist
Rivian Automotive Inc.
02.2023 - 12.2023
Senior Delivery Specialist
Rivian Automotive Inc.
10.2021 - 02.2023
Customer Field Advocate
Carvana
08.2020 - 10.2021
Server / Bartender / Private Event Captain /Shift Supervisor
La Corsha Hospitality / Second Bar + Kitchen
08.2019 - 03.2020
Assistant Manager
La Corsha Hospitality / Second Bar + Kitchen
04.2017 - 08.2019
Distribution Sales Manager
Cyclone Enterprises
04.2016 - 04.2017
Bartender
HEB Grocery Store
11.2015 - 04.2016
Apartment Leasing Professional
Greystar Property Management
06.2015 - 11.2015
License Relationship Banker
JPMorgan Chase
07.2013 - 03.2015
Assistant Manager
JPMorgan Chase
07.2010 - 07.2013
Licensed Personal Banker
JPMorgan Chase
12.2007 - 07.2010
Sales and Service Specialist
Bank of America
06.2005 - 11.2007
No Degree - Business Management
The University of Texas At San Antonio
High School Diploma -
Harlingen High School South
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