Micaela Velasquez

Experience

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  UC Santa Barbara NCAA Divison I Women's Swim Team

  Sept 2011 - Jul 2015

  Intercollegiate Scholar Athlete

  Scholar athletes are expected to carry full time academic schedules while maintaining a competitive GPA in addition to full time year-round participation in the college sports program.Commitment to year round daily training at minimum of 20hr/week. Competition in an average of four national level meets per year comprising an average of 4 days per event and 10hr/day.

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  WILSON SWIMMING, LLC

  Jun 2012 - Jun 2014

  Swim Instructor

  Coached groups of up to 30 novice swimmers and age-group athletes.Managed entry level coaches.

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  UCSB Athletics - Student Affairs and Services

  Jan 2014 - Jan 2015

  Student Athlete Like Skills Coordinator Internship

  Managed Life Skills programming for over 350 student-athletes, while simultaneously conducting assessments of the effectiveness of the programs.Coordinated seminars, workshops, lectures, interactive activities, and one-on-one meetings to meet the needs of student-athletes, such as Student Athlete Success Series, Student Athlete Advisory Committee (SAAC) meetings, UCSB “It’s on Us” week, and celebrity presentations.Created and maintained the SAAC Policy Manual and website.Well versed in counseling techniques to solve sensitive and complex problems that surface in the athletic community. Knowledge of NCAA and Big West rules and regulations. Show less

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  Mad Fitness Santa Barbara

  Jan 2014 - Jan 2017

  Enhanced profitability by organizing and executing programming, sales, management and marketing - generating profits 3x initial revenue. Responsible for aggressive financial goals while achieving them through rebranding, involving and engaging staff and clients. Recruited, trained, and supervised staff, trainers, and instructors.Orchestrate monthly fundraisers with a total donation of over $20,000 to local charities.Oversee fundraising, marketing, and PR for local fitness events, health expo, and corporation wellness events.Show passion for the mission, tenacity, planning and a disciplined focus on the outcomes that must be achieved to advance the growth and mission of business. Create all media plans and implement media partnerships, brand ambassadors and community outreach. Conducted daily primary contact and follow up with clients on requests, conflict resolution, and invoicing. Show less Lead, instructed, and motivated individuals and groups in exercise activities. Including indoor cycling classes, group bootcamp workouts, and private fitness training.Consistently met, and exceeded monthly and annual goals. Collected competitive data, and remained current on the industry, customer, and competitive trends. Created class formats and styles with the ability to make adjustments and think creatively to efficiently and safely serve members of all levels and backgrounds. Handled all client follow up requests and ensured positive member experience.Sold training packages and memberships to clients. Show less

  • Business Manager

    Jan 2015 - Jan 2017

  • Head Fitness Instructor

    Jan 2014 - Jan 2017
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  Dos Pueblos High School

  Jan 2014 - Jan 2015

  Assitant Men's and Women's Swim Coach

  Designed and implemented swimming and dry-land workouts with emphasis for the Junior Varsity group.Solely responsible for planning and overseeing team building activities and leadership programs.Responsible for team communications; including post meet wrap ups and information to parents and alumni regarding meet results, team engagements and social events.

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  Santa Barbara Swim Club

  Jan 2015 - Nov 2019

  Swim Coach

  Responsible for the Club's high school athletes and senior level programming.Influence and build positive relationships among diverse individuals including: student-athletes, parents, coaches, board members, and general public.Run the Club's senior group programming, which includes swim workouts, dry-land exercise, social events, and competition.Develop creative strategies to maximize the athletic results of each athlete and the overall program.Motivate and encourage athletes for athletic, academic and personal success. Show less

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  San Marcos High School

  Jan 2015 - Jan 2016

  Assistant Women's Swim Coach

  Organized and directed individual and small group practice activities/exercises as directed by the head coach.Attended staff development meetings, clinics and other professional activities.

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  Santa Barbara City College

  May 2015 - Jan 2016

  Assitant Women's Swim Coach

  Communicated and adhered to Collegiate, Western State Conference, and CCCAA policies, procedures, rules and regulations.Influenced and initiated positive relationships among diverse individuals including student-athletes, parents, coaches, media, faculty, staff, students, and general public.Recruited on a national and international level, instructed and motivated student-athletes on sport fundamentals, techniques and safety rules & regulations, and provided academic and personal mentoring. Show less

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  Micaela Ashton Athletics

  Nov 2017 - now

  Private Trainer

  Started my own business training student-athletes to to achieve excellence in their sport, academics, and in their personal life.Implement daily wellness strategies, including: proper nutrition, strength and conditioning, time management and college recruitment. Partner with the City of Santa Barbara to promote health and wellness to the community.Communicate with a diverse range of athletes and parents to provide efficient training methods and ensure results.

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  UCSB Recreational Sports

  Sept 2018 - Nov 2019

  UCSB Men's and Women's Swimming Team Instructor

  Lead the NCAA Division I Men's and Women's Swimming Teams in intensive and sport specific fitness workouts. Teach, instruct, and motivate the college teams through indoor cycling classes, corrective and injury preventative therapy, and high-intensity strength building workouts. Responsible for the planning, organization of class activity, curriculum and instruction of workouts. Consistently meet with campus leaders, staff and faculty while maintaing NCAA rules and regulations. Show less

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  AppFolio

  Dec 2018 - now

  - Lead a team of Investment Manager SMEs, driving operational improvements to support renewals and retention, achieving a 94% CSAT and meeting the 2024 churn budget target.- Resolved 50,000+ support touchpoints in 2024 (+75% YoY), delivering white-glove service to 13,000 customers and improving internal processes for 30,000+ support experiences (+114% YoY).- Exceeded SLA targets for First Response Time (94%) and Customer Satisfaction (93%), while reducing Dissatisfaction (DSAT) to 4%.-Drove a 20% increase in care cases resolved through VMO, maintaining a 90% CSAT. Show less - Designed a senior technical team within the Services org, executing as a player-coach role that mentors and consults front-line agents, and provides white-glove service for technical product needs & customer escalations. - Developed and launched a comprehensive Customer Solutions Expert (CSE) model, focusing on specialization and structured transitions across customer touchpoints.- Drove continuous improvement efforts in training and employee development, ensuring that team members were equipped to handle complex customer needs and escalations.- Implemented strategic service design initiatives, ensuring alignment across teams to optimize the customer experience and contribute to broader company goals.- Resolved 50k high-quality customer support touchpoints (+75% YoY), significantly elevating customer satisfaction and business outcomes.- Recovered 2.2k customer escalations (-0.1% Escalation Rate YoY) improving customer sentiment and rebuilding key relationships. Show less

  • Senior Manager, CSE & Investment Manager, Customer Care & Success

    Nov 2023 - now

  • Senior Manager, Customer Solutions Experts (CSE)

    May 2023 - Nov 2023

  • Senior Manager, Customer Care

    Sept 2022 - May 2023

  • Manager, Customer Care

    Nov 2019 - Sept 2022

  • Customer Success Manager

    Dec 2018 - Nov 2019