Sergio Velez Email & Phone Number

Miami, Florida, United States

Miami, Florida

Co-led a CX and innovation movement, coaching over 25 Design Thinking workshops with 700 employees, transforming our organization into a customer-centric, innovative, empathetic, creative, and collaborative entity. I collaborated with top consulting firms to devise a strategic roadmap, resulting in the establishment of a CX department and three core competencies (CX Strategy, CX Development, and Data Science). I managed 20+ initiatives using Human-Centered practices like Design Thinking, Lean Startup, and Agile for customer and employee products. I contributed to journey maps, focus groups, ethnographic studies, and innovation workshops for brands such as Walmart Family Mobile, Straight Talk, Tracfone, and Total by Verizon. Co-leading the Voice of the Customer program, we prioritized customer-centric strategies and boosted enterprise customer NPS by 8 points in the last two years, positioning us as a leader in the telecom industry.

Miami, Florida

I successfully managed one of the company's largest projects, the Walmart Family Mobile project, overseeing the technical implementation of the website, IVR, payment services, mobile app, and backend services. I also initiated from a project management perspective, the data lake preparation for migration to AWS, demonstrating a commitment to modernizing our technology infrastructure. Throughout, I effectively managed project scopes, timelines, and budgets for five high-priority projects, serving as the crucial liaison between Business, IT, and third parties.

Miami/Fort Lauderdale Area

• Co-founded the company and raised $100 thousand in seed money for an innovative line of products, including the Build Your Own backpack concept, unique phone cases, accessories, school supplies and travel products.• Developed the sales strategy and established distributions in Urban Outfitters, Amazon, Walgreens, Beth Bath & Beyond and independent stores in 10+ countries generating over $2M in profits over the course of the business. • Relocated to China for 2 years to establish manufacturers, the supply chain and a company team overseas.

Bachelor, Finance

Ruby, Ruby On Rails, Javascript

Attended Wyncode Academy- an award-winning 9 week immersive software engineering bootcamp that teaches object-oriented web development.