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
Exceptional interpersonal, verbal and written communication
Staff training/development
Coaching and mentoring
Salesforce
Tableau
Jira
Workday
Google Workspace
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