Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
BusinessAnalyst

Rachel Velasco

Manager
Eugene,OR

Summary

Passionate, proactive individual offering over 10 years of progressive customer experience. 5 years of leadership and staff development experience, combined with sound judgement and strong problem-solving abilities. Always striving to inspire and lead with integrity and creativity. Seeking engaging, balanced work environment with a diverse company that offers learning and growth opportunities.

Overview

3
3
years of post-secondary education
8
8
years of professional experience

Work History

Customer Experience Manager

Carvana
Phoenix, Arizona
01.2021 - Current


  • Effectively manages productivity and behavior of 15-20 in-person and remote-working team members in customer service call center environment
  • Conducts weekly one-on-one coaching with each team member, creating goals and action plans for improved performance
  • Handles customer complaints, provides appropriate solutions and alternatives within appropriate timeframes
  • Creates and communicates standards of procedure for executing daily tasks, updates all corresponding resources when changes are implemented by Senior Management.
  • Mentors other managers through training process, orchestrates workshops to impart coaching and organizational skills that are essential to success as leaders
  • Developed and implemented weekly culture workshop that focuses on providing staff with a deeper understanding of Customer Care Principles with the ultimate goal of impacting their ability to create superior customer experiences
  • Active leader in Fun Committee, plans events that generate enthusiasm and engagement from team members and fellow leaders across the department




Assistant General Manager

Upward Projects Restaurant Group | Windsor & Churn
Phoenix, AZ
04.2019 - Current


  • Commanded extraordinary results by driving strong culture of authenticity, creativity, growth, and accountability.
  • Partnered with GM to execute high-level hospitality through timely guest recovery, food/beverage quality control, and facilities management.
  • Created performance-based schedules for staff of 40 people, as well as conducted weekly performance reviews for hourly team members.
  • Increased beverage profitability and lowered cost of goods through acute management of orders/purchasing, consistent and accurate bi-weekly inventory practices and driving sales growth initiatives.
  • Established and maintained strong relationships with local industry vendors.
  • Piloted training program for Windsor and Churn concepts and facilitates training for staff growth and leadership development.
  • Successfully organized curation of 2019 and 2020 new cocktail menus including product procurement, time, people and cost management.


Restaurant Manager

Upward Projects Restaurant Group | Joyride
Phoenix, United States
01.2015 - 04.2019

Education

University of Arizona
Tucson, AZ
08.2008 - 01.2012

Skills

    Business operations knowledge

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Accomplishments

  • Played pivotal role in launch and success of new rotational training program for In-Sale department, increasing overall workplace satisfaction and drastically reducing departmental attrition from 12% to under 2% [of individuals in their first 6 months of employment]


  • Leads team of remote employees that has consistently remained in the top ten teams on performance leaderboards for 6 months and counting



  • Cultural awards: "Overall MVP" 2015, "Intellectual Humility" 2016, "Best Team Service" 2017, and "Rock Star Rookie" 2018.


Timeline

Customer Experience Manager

Carvana
01.2021 - Current

Assistant General Manager

Upward Projects Restaurant Group | Windsor & Churn
04.2019 - Current

Restaurant Manager

Upward Projects Restaurant Group | Joyride
01.2015 - 04.2019

University of Arizona
08.2008 - 01.2012

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Rachel VelascoManager