Summary
Overview
Work History
Education
Skills
Timeline
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Raphael Velasquez

Customer Service Supervisor
San Antonio,Texas

Summary

Customer-centric professional with 2 years of experience resolving complex customer issues, ensuring compliance with policies, and driving satisfaction in fast-paced environments. Proven track record in coaching teams and building trust - now seeking to leverage strong communication and problem-solving skills as a Licensed Insurance Representative at USAA. Currently pursuing a Property & Casualty License.

Overview

10
10
years of professional experience
2
2
years of post-secondary education

Work History

Customer Service Supervisor

Walmart
San Antonio, Texas
11.2022 - Current
  • Resolved 10+ daily customer complaints with a 95% satisfaction rate, de-escalating conflicts and providing solutions
  • Coached team members to enforce Walmart's return policies and payment protocols, ensuring strict adherence to company and regulatory guidelines
  • Trained staff on upselling Walmart+ memberships.
  • Evaluated individual performance metrics to identify areas of improvement, providing targeted coaching to boost results.
  • Processed 50+ daily transactions with 99% accuracy, handling sensitive financial/personal data.

Delivery Driver

Amazon
Sanborn, Texas
07.2021 - Current
  • Completed on-time deliveries by choosing best and most efficient routes, up to 300 packages per day.
  • Communicated customer complaints, requests and feedback with professional and amicable manner to company management for swift resolution.
  • Fostered positive working relationships with regular customers, receiving more than 90% positive reviews.
  • Kept detailed records of completed or in-progress deliveries using hand-held devices and camera images.

Merchandise Reconciliation Associate

Walmart
San Antonio, Texas
03.2019 - 07.2021
  • Coordinated efficient shipping and receiving for 4-6 trucks each day while implementing continuous improvement strategies to optimize team performance.
  • Reduced costs by $300 each month by mitigating financial discrepancies and coordinating inventory requirements.
  • Managed order availability by keeping detailed records of stock inventory in our SMART system
  • Filled shortages in available goods by requisitioning merchandise from suppliers based on space, demand, and current pricing.
  • Supervised inventory cycle counting processes, including accounting and surplus records, product damages and product returns.

Warehouse Worker

Champion Components
San Antonio, Texas
01.2018 - 03.2019
  • Operated pallet jacks and material moving equipment to receive and transport items from various warehouse locations.
  • Readied product pallets for optimal storage and shipment, carefully organizing boxes and balancing weight.
  • Consistently lifted materials weighing as much as 50 pounds.
  • Simplified shipping and receiving processes for improved workflow.
  • Placed incoming inventory in optimal storage locations to promote continued accuracy and easy retrieval.

Front Desk Receptionist

Hampton Inn By Hilton
Mount Pleasant, Texas
08.2015 - 01.2018
  • Managed 75-guest room hotel, greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
  • Answered multi-line phone system, consistently up to 3 lines at to respond to inquiries and transfer calls to correct departments and personnel.
  • Maintained files and records by implementing effective filing systems that boosted efficiency and organization.
  • Boosted hotel sales by 20% from excellent price negotiation of rooms and special events.

Education

BBA - General Business

Texas A&M University - San Antonio, TX, US
San Antonio, TX
01.2018 - 12.2019

Skills

Fluent Spanish speaker

Customer Relationship Management

Conflict Resolution and De-escalation

Regulatory Compliance

Active Listening

Cross-Selling/Education

Data Entry and Accuracy

Timeline

Customer Service Supervisor

Walmart
11.2022 - Current

Delivery Driver

Amazon
07.2021 - Current

Merchandise Reconciliation Associate

Walmart
03.2019 - 07.2021

Warehouse Worker

Champion Components
01.2018 - 03.2019

BBA - General Business

Texas A&M University - San Antonio, TX, US
01.2018 - 12.2019

Front Desk Receptionist

Hampton Inn By Hilton
08.2015 - 01.2018

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Raphael VelasquezCustomer Service Supervisor