Rafael Vasconcelos Peña

Operations-focused professional with 14+ years of experience supporting high-volume environments through process execution, workflow management, and cross-functional coordination. Skilled in administrative analysis, conflict resolution, and handling high-priority escalations with precision and professionalism. Proven ability to improve processes, manage sensitive situations, and deliver consistent results in fast-paced settings.

Detail-oriented, systems-driven, and recognized as a reliable team contributor with strong ownership and execution mindset.

Community Response Rep (Trust & Safety & Legal) Tier 3 at DoorDash (2025-09 – Present)

• Ensured a safe and compliant platform environment by handling sensitive Trust & Safety cases and enforcing company policies
• Managed high-risk customer incidents, including harassment, threats, and inappropriate content, applying sound judgment in time-sensitive situations
• Acted as a key escalation point for complex cases, collaborating with Trust & Safety and Legal teams to drive resolution
• De-escalated conflicts effectively, maintaining professionalism while protecting customer experience and company reputation
• Supported incident tracking and documentation, contributing to accurate reporting and continuous process improvement
• Contributed to workflow consistency and escalation processes, ensuring timely handling of critical cases and alignment with internal standards
• Act as a primary escalation point, coordinating with U.S.-based supervisors to resolve critical incidents

Bilingual Customer Service (escalations line) (Chase Bank Account) at Teleperformance (2024-06 – 2025-08)

• Delivered high-volume customer support in a fast-paced financial services environment
• Resolved complex customer issues efficiently, balancing speed, accuracy, and compliance
• De-escalated high-stress interactions, ensuring positive customer outcomes
• Coordinated with escalation teams to resolve complaints and critical cases
• Supported technical troubleshooting and guided customers through solutions
• Applied strong active listening and problem-solving skills to improve customer satisfaction

Restaurant Supervisor at TRS Hotels (2023-01 – 2024-01)

• Managed daily operations and administrative planning for multiple consumption centers
• Analyzed KPIs, costs, and performance metrics to improve operational efficiency
• Supervised teams and ensured alignment with sales, service, and quality goals
• Handled customer complaints and implemented immediate resolution strategies
• Oversaw inventory, procurement, and cost control of raw materials
• Coordinated schedules, maintenance, and operational workflows
• Reported directly to senior leadership, supporting decision-making and performance tracking

General Manager at Mezcal-Art (2014-01 – 2023-01)

• Led administrative, commercial, and operational functions of the restaurant, managing a team of 15 direct reports
• Supervised daily operations, ensuring performance targets and sales goals were consistently achieved
• Developed and delivered ongoing team training, improving service quality and operational consistency
• Managed commercial relationships with partner restaurants and clients, negotiating and closing bulk mezcal sales
• Designed and implemented standardized processes and workflows across departments to improve efficiency and scalability
• Analyzed performance and executed commercial strategies to drive revenue growth
• Oversaw cross-functional coordination, ensuring smooth execution across service, sales, and operations

MBA – UNID Playa del Carmen University (2012-01 – 2013-12)

Diploma of Tourism Business Administration in Tourism Business Administration (2003-01 – 2007-12)

English Course in English – EF School, London, England (2009-01 – 2010-12)

Quality & Innovation course in customer services in Customer Services – Icon University (2023-01 – 2023-12)