Carlos J Velez Jr.

**** * ********** ** ********, SC 29501 - Mobile – 201-***-**** - Email – adxe5a@r.postjobfree.com Professional Profile

Proven leadership and supervisory experience with ability to lead multiple projects/teams simultaneously and effectively.

Operations management, project management, and program management experience.

Data analysis, reporting, process, program, and systems improvement.

Consistently achieved desired business results through personal accountability by effectively organizing and planning duties, setting priorities, and executing ambitious action plans.

Outstanding project planning and management skills meeting tight deadlines.

Solutions driven manager, mentor, and coach with the ability to motivate and influence peers by communicating positively and effectively, encouraging collaboration, providing constructive feedback, and demonstrating respect for a diverse workforce at all levels.

Personal Traits: Professional, unwavering commitment to excellence, focused, skilled trainer, coach, motivator, mentor, highly intelligent, critical thinker, driven and results oriented.

Led sales, technical support, repair, and dispatch teams simultaneously.

Highly motivated.

Expert Bilingual – English and Spanish.

Core Competencies

Passion for Sales, Support, Customer Care, and Patient Care Excellence:

Value each individual/corporate clients through personal commitment exceeding expectations by delivering quality products and/or services while building integrity, trust, and customer loyalty.

Create an environment where customers are ecstatic with service, creating positive action-oriented associates/advocates/consultants/supervisors/managers. Motivating and Training:

Help personalize company vision and goals by implementing strategies to create a sense of ownership.

Analyze and monitor performance, sales figures, and statistics to identify the extraordinary and establish a firm foundation for future growth.

Team Building:

Discover talents/skills of team members and build upon those to maximize results.

Create an environment to link team member’s strengths as a beginning of all endeavors. Managing and Supervising:

Analyze budget and expenditure to align with company vision, mission, and direction.

Analyze methods and procedures to pinpoint and create new pathways or adopt an existing model to build an environment of productivity, results, solutions, and forward movement.

Lead sales and customer service teams to meet and exceed quotas and service expectations. Solutions Oriented:

Thrive on converting obstacles into opportunities by recognizing root cause and developing solutions.

Create a work environment where fear and blame are not responses and/or defenses. Experience

Alien Coupons January 2023 – Present

National Director of Hispanic Markets – Business Development

Responsible for launching a new line of business focused on the Hispanic Market business development.

Provide leadership to the entire Hispanic Market line of business within Alien Coupons.

Lead sales and client-relationship management teams.

Staffing – 20 Managers – 600 Call Center Sales Representatives and Outside Sales Representatives.

Create a culture that fosters success, talent, satisfaction, and acceptance.

Responsible for the creation of processes, KPI’s, SOP’s, training and development, and internal policies.

Create leads, build an organization network, provide support, and onboard new businesses.

Team development.

Provide oversight to all management operations.

Responsible for creating brand recognition and financial growth through various Hispanic Markets in the U.S.A. Caribbean Motors Inc February 2018 – Present

General Manager/Operations/Finance

Responsible for used car sales profit, customer relations and retention, and overall dealer operations.

Coordinate used car inventory.

Manage multiple online lead generation marketing strategies.

Trade in appraisals.

Ensure that all appropriate dealership records are maintained. Frontier Mining July 2022 – November 2022

Regional Operations Director/Contract Based

Responsible for all site operations including new construction, IT, mechanical, structural, and the surrounding areas in the assigned region.

Assign and oversee the daily tasks of technical personnel while ensuring the teams onsite are actively working toward established SLA’s and KPI’s.

Highly visible key point of contact with the client and internal leadership. Number one point of contact for clients facing issues while assisting and managing relationships between site clients, contractors, and leadership.

Communicate priority information immediately to all senior leaders up to and including the CEO.

Analyze, plan, and develop requirements and standards in reference to scheduled projects.

Ensure adherence through audits and adjustments so that all contractual obligations are fulfilled, Frontier Mining standards are met, and OSHA and CDC guidelines are followed.

Continuously drive performance through metric creation, implementation, improvement, and meticulously adherence to best practices of operations to consistently meet and exceed contractual and client expectations.

Manage a geographic area through regularly scheduled site visits and off-hour response management.

Participate in regular technical team meetings to determine progress and address any questions or challenges regarding projects.

Work with team to determine and define clear deliverables, roles and responsibilities to staff members required for specific projects or initiatives.

Work with the team to research and evaluate hardware and software technology options and weigh the cost/benefit analysis when making large purchases on behalf of the company.

Work with the team to update and maintain all production technologies ensuring proper maintenance and installation.

Survey sites regularly and determine priorities for improving or maintaining the safety and security of the sites, employees, and equipment.

Perform light maintenance or coordinate tradespeople/contractors to schedule services, then inspect their work to ensure it meets environmental and health regulations.

Perform weekly construction inspections and site audits.

Review support tickets for issues onsite or with client equipment

Produce reports and write recommendations on how to configure the site for optimization.

Created a new more efficient training program for new hires.

Created company policy to meet and exceed CDC and OSHA requirements.

Write and maintain Frontier Mining SOP’s, specific site-based tasking, and safety protocols for each location.

Revamped hiring process to improve efficiency.

Staffing – Hiring, scheduling, commendations, disciplinary actions, and other HR duties as needed.

Budget management.

Other duties as needed.

Wells Fargo November 2021 – February 2023

Home Mortgage Consultant – Bilingual Spanish NMLS Safe ID 2284530

Provide Consultations for home financing, generate business through corporate relationships, direct to consumer marketing, and third-party relationships.

Identify opportunities for process improvement within the loan process and/or Mortgage Consumer Direct Sales functional area.

Present recommendations for resolving more complex situations exercising independent judgement while developing understanding of loan applications, pricing loans, or locking in rates.

Provide home financing related information to functional area colleagues, internal partners, stakeholders, and external customers.

Compliant with Mortgage Licensing Act of 2008, Regulation Z, and all related regulations. ISS Facilities August 2021 – October 2021

Operations Manager/Charlotte Douglas Airport

Monitor and ensure that the highest level of customer care is provided.

Develop and establish strong customer relationships.

Ensure that new & potential customers are being educated on the features and benefits of the services provided.

Ensure that all customer complaints and billing disputes are handled professionally, appropriately and in a timely manner.

Oversee cleaning, disinfecting and maintenance for airline accounts areas including Admirals Club Lounges.

Grow division business through increased sales of monthly contracts, extras, and retention of existing clients.

Provide oversight to the exclusive Admirals Club restaurant and lounge.

Manage existing business and oversee supervisors and laborers responsible for servicing these accounts.

Provide clients with clear and easy to understand information regarding all phases of our service offerings.

Enforce company safety and training policies.

Enforce company safety and training policies in addition to educating and enforcing all HAZCOM and OSHA safety procedures.

Promote responsibility for safe and controlled work environments.

Manage and monitor operation expenses/budget.

LiveOps November 2020 – November 2022

Bilingual Healthcare Patient Support Specialist/Contractor

Provide support for patients prescribed Humira, Creon, Mavyret, and Imbruvica.

Grant relief and understanding by providing a sympathetic ear and compassionate patient service for immunology and oncology.

Address and resolve questions and concerns.

Qualify patients for financial assistance and critical resources.

Help patients navigate insurance and pharmacy protocols. Central Piedmont Community College February 2017 – December 2017 PT Federal Work Study – Office Assistant (First Year Advising)

Provided customer service by greeting visitors, answering inquiries, and explaining departmental procedures.

Directed visitors and callers to the appropriate department or personnel.

Maintained the calendar for the Academic Advisor, Counselor and Career Counselor.

Assisted with preparation for student orientation sessions.

Translated in Spanish for all departments as needed.

General office duties as needed.

Deluxe Corporation March 2012 – October 2012

Senior Account Executive

Account Acquisition: Outbound phone prospecting of assigned and self-generated leads in specific geographic areas and verticals throughout the U.S., scheduling appointments, making initial presentation, understanding business needs, developing proposals, and closing sales.

Consultative Sales Process: Conducts thorough needs assessment, product presentations, make custom recommendations and utilize closing skills via a webinar platform.

Account Development: Grow the accounts acquired with additional products for the Deluxe portfolio.

Knowledgeable in SEO, websites, local listing products, social media etc.

Google Certified

CleanNet USA – Corporate June 2011 – August 2011

Account Executive

Identify market potential by qualifying accounts.

Initiate sales process by prospecting, scheduling appointments, making initial presentation, understanding business needs, developing proposals, and closing sales.

Recommend new solutions and services by evaluating current solutions and identifying needs to be filled.

Responsible for keeping commitments in a timely manner and resolving issues promptly. King of Cleens – Commercial Cleaning/CleanNet USA - Franchise September 2010 – May 2011 CEO/COO

Strategy, Vision and Mission Planning.

Profitability and Cost Analysis.

Services and Products.

Policy and Procedure Development. Human Resources Management.

Franchise Development.

ACN Communications August 2009 – February 2010

Supervisor – Support QUEUE/Call Center

Created, trained, and led a team of CSR’s and Technical Support Agents (Tier I and II) for customer complaints and technical issues escalations.

Performance Management and Monitoring.

Investigated PIC Disputes/Regulatory Complaints including all Bilingual escalations in English and Spanish.

Created and distributed statistical findings based on the results of disputes and/or resolution of investigations.

Identified opportunities and assisted in facilitating improvements to current departmental processes, policies, and procedures.

Demonstrated strong decision-making skills to resolve issues and implement mutually beneficial solutions. Yellowpages.com – AT&T Interactive October 2008 – June 2009 Account Manager

Interact regularly with clients to build and maintain deep partnerships and review online campaigns such as Yellow page listing positioning, Search Engine Marketing on Google, Search Engine Optimization, website design and hosting.

Translated for Bilingual Spanish speaking customers for sales, closing and service issues.

Coordinate with Ad Ops to communicate campaign optimization recommendations to clients and sales.

Manage campaigns, analyze quantitative, qualitative, and underlying data to correct performance issues throughout the duration of the program.

Ace, Americas Cash Express November 2007 – August 2008 Bilingual District Manager

Implemented approved Corporate/Regional sales plan to maximize revenue and profits.

Managed operational expenses to maximize profit potential. Revenue and budget management more than $40,000,000 monthly.

Provided training on all operational programs and sales techniques with appropriate follow-up and review.

Assisted in business development through customer contact, community relations and opening new locations as directed.

Created and successfully implemented marketing campaign to attract the Hispanic community to the business.

Resolved problems quickly through follow up making sure a mutually beneficial solution is reached using the customer complaint as an opportunity to win the customer for life.

Multi-center management.

Verizon Communications March 1997 – December 2006

Manager – Bilingual/Multi Call Center

Handled and delegated performance reviews, training, coaching, scheduling, and staffing for over 20 mid senior and 80 front line management personnel.

Responsible for and provided support to over 2500 employees and management personnel in 7 centers with multiple lines of business spanning 6 states.

Performed continuous evaluations of metrics to ensure all company and clients’ needs are met.

Responsible for process and systems improvements to keep up with new technologies in addition to ensuring all KPI’s and SLA’s were met.

Analyze data to forecast service levels, for workforce management and to ensure operations stay within budget.

Provide oversight for the business, repair and maintenance, broadband support, and technician dispatch lines of business serving residential, small, and medium sized businesses in addition to certain government agencies.

Collaborated with Legal, Marketing, Executive level management and other lines of business as needed including business owners and high-ranking officers representing large business accounts.

Operations management for 7 facilities simultaneously.

Project management – After 911, led 3 projects converting 3 bomb shelters into central offices (telephone and broadband switching) to protect communications during crisis or state of emergencies.

Led 4 projects converting POTS lines to fiber.

Single Point of Contact (SPOC) and liaison for Spanish Speaking clients complaints with FCC, the Public Board of Complaints, and Presidential (Executive Level) complaints conducting investigation with the purpose of a mutually benefit resolution.

Program Management – created and led mentoring programs resulting in over 20 employees achieving different levels of management responsibilities.

95% of responsibilities were to support Spanish speaking customers/clients.

Multi-center, Multi-State management with Director level responsibilities. Specialized Skills

Fluent in English and Spanish, Computer Software: MS Office (Word, Excel, and PowerPoint) and Technical Support-Operating Systems. Coursework in Conflict Resolution, Accepting Change, Coaching Others Through Change and other management courses. PROFESSIONAL & COMMUNITY ASSOCIATION

Hispanic Support Organization (HSO) former member in good standing.

Former Co-Chair for the Mid-Atlantic membership committee.

Last Assignment - Assigned Co-Team Lead with direct reports in six states for the redesign of the HSO National Website completed by spring 2007.

Education

Central Piedmont Community College, NC Associate in Arts (AA) Program: 2014 - 2018

University of North Carolina Charlotte, NC Dual Studies: Spanish, Latin American Studies

University of Phoenix Major: Bachelor of Science in Management GPA 4.0 Graduation: 2023

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