Brandon Velasquez Email & Phone Number

Orlando, Florida, United States

Orlando, Florida, United States

- Repaired furniture for clients, furnished homes, and hired to stage Mid-Century homes in Denver.- 68/68 5-star ratings on my marketplace profile for ‘The Atomic Goat’- Handled thousands of sales inquiries 24/7 with kind and prompt responses, managed bookkeeping in Excel, negotiated pricing/contracts/delivery for staging and sales. - Started selling from my garage and successfully worked up to a downtown storefront.

Greater Orlando, Florida, United States

- Assisted/Coached team members regarding Stocks, Options Contracts, Crypto, Cash Management, Margin, Rewards, Investing, and Account Management.- Handled escalated cases for high-value clients and sensitive cases with white-glove care.- Improved efficiency of the entire CX staff by 28% by identifying roadblocks in Salesforce, connecting with the UX/Eng. team to fix these inefficiencies, these changes were implemented in the company shortly after. Won the “Best Bug Fix” award for the company that year.- Built out the official QA Rubric for managers to measure HD Reps performance.- During a period of rapid hiring, I assisted in taking over onboarding multiple new hire groups from day 1 and training successfully until they were case ready. This led to becoming the Agent Experience Lead, training Reps hired onto the Helpdesk.

Greater Orlando, Florida, United States

- Provided exceptional customer experience maintaining a 4.64 CSAT score which was in the top 10% of the CX team for customer rating/resolution speed. - Handled clients’ brokerage account inquiries with speed, care, and accuracy and consistently delivering world-class service to customers.- Test-pilot then SME to the CX team for Salesforce after rapidly switching platforms from Zendesk.