GUSTAVO A VELASCO

1200 SW 125th Street 33027| (305) 713-2610 | GVelasco917@hotmail.com

EDUCATION: Florida International University, Miami, FL
Bachelor of Business Administration in Marketing & International Business May 2015

Broward College, Pembroke Pines, FL
Associate of Arts in Marketing May 2012



EXPERIENCE:
Inktel, Team Lead February 2014 Present
Effectively supervised a team of 35-40 agents on the floor
Trouble shoot and resolve customer issues such as refunds, complaints that guest have as well as agents
Utilize reporting feature Ducati reporting to run diagnostic test including dropped call percentage, utilization percentage,
Average Handle Time
Utilize communication skills to review quality scores with agents in order to develop and grow them professionally.
Provide plans of action for agents not meeting quality standards
Utilize leadership skills to steer agents in direction desired by the company and the client
Hand out disciplinary action in order to inform and correct behavior that is not desired.
Create games, contest and incentives in order to positively reinforce beneficiary behavior from agents.

Inktel, Customer Service Representative August 2013- February 2014
Utilize catering expertise to help customers place large catering orders
Upsell in order to grow average order value and to increase customer satisfaction
Solve customer issues including missing items, late deliveries, and complaints
Effectively coordinate between customers, the store, and Area Business Managers to deliver an incredible customer experience
Help train new employees on the floor: I am currently responsible for assisting a new agent acclimatize to the floor

AMP Fitness, Personal Trainer/Membership Counselor April 2011-August 2013
Grossed $8,000 per month through personal training, and sold $3,000 worth of gym memberships per month
Wrote sales contracts and submitted orders for processing
Managed and recorded all leads from outbound telephone marketing
Answered customers' questions regarding products, prices, and availability
Employed friendly and professional customer service skills to ensure the best customer experience possible

ACTIVITIES:
Sigma Alpha Mu Member February 2012-Present
Raised funds and increased awareness for the Alzheimer's Association
Participated in the 2011 Relay for Life to raise funds and awareness for the American Cancer Society

Broward College Pines Center Student Government Association Senator August 2012-May 2013
Coordinated and planned informational events with the Senior SGA Counselor
Spread awareness regarding SGA events including the annual Christmas Toy Drive
Learned to work as a team through team building workshops that I attended with senators from other campuses

Miami Lakes Soccer Club Forward and Sweeper July 2002-March 2010
Travel Team All Broward selection 2008 2009
Disney Memorial Day Champions 2005, 2006, 2007

AWARDS:
The CEO of Einstein Bros. Bagels wrote me a letter rewarding me for providing superior customer service to a specific customer
The Catering Operations Manager for Einstein Bros. Bagels wrote me a letter thanking me for consistently providing excellent
customer service to all customers
DECA- 4
th
place in the state of Florida- Marketing Management 2010
DECA- Test Score Finalist at ICDC (International Career Development Conference) Louisville, Kentucky 2010
DECA- Three time district finalist-Marketing Management 2008, 2009, 2010
Bright Futures Scholarship Recipient

SKILLS:
Fluent in Spanish
Proficient in Microsoft Office Suite