Jose Velazco

Senior Customer Operations, Regulatory Compliance, Employee Relations, and Information Technology professional with more than 30 years of progressive leadership experience across telecommunications, enterprise technical support, retail operations, workforce development, labor relations, and IT infrastructure. Proven success managing executive customer escalations, California Public Utilities Commission (CPUC) regulatory complaints, technical support operations, bilingual customer service organizations, workforce development, and enterprise technology initiatives. Recognized for developing operational policies, improving customer experience, building high-performing teams, implementing process improvements, and delivering exceptional service while maintaining regulatory compliance and operational excellence.

Trusted leader with a unique combination of corporate management, union leadership, technical expertise, regulatory compliance, and customer advocacy.

Specialist Sales Associate – Flooring & Appliances - THE HOME DEPOT - La Habra, California

(2025-04 - 2026-04)

• Delivered exceptional customer service in a high-volume retail environment.
• Resolved customer concerns through conflict resolution, policy interpretation, and service recovery.
• Assisted customers with complex flooring, appliance, and home improvement projects.
• Mentored and trained associates on operational procedures and customer service best practices.
• Managed quotations, special orders, deliveries, and POS transactions.
• Supported multiple departments while maintaining operational excellence and customer satisfaction.

Trainer / Dispatcher - SMARTMATIC (TAD PGS) - Whittier, California

(2022-01 - 2024-12)

• Trained more than 1,000 election workers, supervisors, and team leaders throughout Los Angeles County.
• Delivered classroom instruction, hands-on technical training, coaching, and performance development.
• Coordinated workforce scheduling, logistics, deployment, and resource allocation.
• Ensured compliance with election security procedures, operational standards, and chain-of-custody requirements.
• Maintained accountability records, documentation, and operational reporting.
• Prepared election personnel to successfully operate voting systems and polling locations.

Manager, Network Services | Technical Support Specialist | Regulatory Customer Advocate - AT&T - North Hollywood, California

(1995-01 - 2021-12)

Began career in a high-volume technical support and customer service call center providing troubleshooting, repair coordination, service activation, and customer assistance. Advanced into leadership positions supporting Network Services, executive customer advocacy, and regulatory compliance.

• Managed executive corporate complaints and California Public Utilities Commission (CPUC) regulatory cases requiring immediate resolution.
• Conducted investigations, root cause analysis, and coordinated corrective actions across engineering, billing, field operations, customer service, and executive leadership.
• Supported technical operations and customer advocacy across 21 states.
• Interpreted company policies, labor agreements, and regulatory requirements.
• Maintained confidential compliance records, reports, and executive documentation.
• Led employee coaching, mentoring, and workforce development initiatives.
• Improved customer retention through proactive issue resolution and service recovery.
• Recognized as a trusted resource for executive escalations, regulatory complaint management, and complex technical support.

District Steward | Shop Steward | Executive Board Member - COMMUNICATIONS WORKERS OF AMERICA (CWA)

• Represented employees during workplace investigations, grievances, disciplinary meetings, and contract disputes.
• Assisted management and employees with conflict resolution and policy interpretation.
• Interpreted collective bargaining agreements and promoted productive labor-management relationships.
• Advocated for fair, ethical, and consistent workplace practices.

IT Infrastructure & Network Consultant - INDEPENDENT IT INFRASTRUCTURE & NETWORK CONSULTANT

• Designed, installed, configured, and maintained secure business computer networks.
• Built, repaired, upgraded, and deployed desktop computers, servers, and workstations.
• Successfully completed full network deployments for 12 locations of a regional insurance company.
• Designed and implemented local and cloud-based server environments.
• Installed routers, switches, VPNs, wireless access points, printers, and enterprise infrastructure.
• Managed hardware procurement, software installation, data migration, backup strategies, disaster recovery planning, and ongoing technical support.

Bachelor of Science - Automated Manufacturing Technology - ITT Technical Institute – West Covina, California

Associate of Science - Electronic Engineering Technology - ITT Technical Institute – West Covina, California