Pedro Flack-Martinez Email & Phone Number

Santa Monica, CA, US

San Francisco Bay Area

Westlake Village, California, United States

• Responsible for the escalation & resolution of all retail based customer complaints originating from the Consumer Direct Lending Pipeline.
• Performed extensive data tracking and analysis on customer escalations, with the goal of implementing business changes to improve consumer experience, optimize retail processes, and ensure customer retention.
• Actively resolved 150-200 complex and unique borrower escalations per month, tracking 35 distinct data points per escalation.
• Reduced incoming customer complaint volume by 60% over 6 months through implementation of organizational and operational changes.

Santa Cruz, California

• Opened and assigned casework to appropriate staff in CA - 19 & D.C. offices.
• Assisted with day to day operations such as drafting congressional records, assisting constituents, researching legislation, filing reports, recording constituent data on Intranet Quorum, writing letters, and answering.
• Developed policy proposals for Rep. Panetta to co-sponsor, including H.R. 4390,: Removing Marijuana from the Deportable Offenses Act.

Santa Monica, California

• Conducted Spanish interpretation & translation for numerous ongoing cases, including a multi-plaintiff discrimination suit against an insurer.
• Reviewed and prepared correspondence, drafted and responded to discovery demands, conducted research on active litigation, created spreadsheets, processed billing & collections, & E-filed court documents.
• Shadowed staff attorneys at hearing, deposition, mediations, and trials. Worked closely with supervising attorneys on case reviews.

Greater Los Angeles Area

• Worked extensively with industry specific software to assist supervising account managers with keyword optimization, competitive analysis, and market research.
• Performed a myriad of tasks across various aspects of the E-commerce marketspace including: sales, marketing, communication customer service, copywriting, branding, SEO, channel control, and client management.
• Routinely conducted research on top Amazon sellers and competitors.
• Oversaw day to day customer service for thousands of orders. Responded to customer concerns, complaints, and questions for all Vendo managed products and brands. Conducted follow up action with all customers while.
• Worked closely with one of our top grossing brands to develop a comprehensive customer service plan for the upcoming quarter.

14499 E Ave Q, Lake Los Angeles, CA 93591

• Negotiated bookings & guided clients through the production process with their location specific needs.
• Managed standing sets rented to film production companies for episodical television, commercials, music videos, and fashion editorials.
• Coordinated and managed travel schedules for international clients. Acquainted clients with American production requirements & the permit acquisition process.

Bachelor Of Arts - Ba, Psychology

Activities and Societies: Psychology Honors: Magna Cum Laude

Economics

Activities and Societies: Undergraduate Honors: UCSC Scholars Program