Irving Gutierrez
El Paso,TX
Summary
Customer Service and HCM technology professional with 9+ years of experience supporting complex clients, resolving high-impact technical issues, and delivering world class service in fast paced environments. Expertise in Time & Attendance, system troubleshooting, cross-functional collaboration, and enterprise client consultation. Recognized for strong leadership, problem-solving, and the ability to guide customers and peers towards best practice system adaptation.
Overview
14
14
years of professional experience
Work History
Senior Premier Customer Consultant- Time & Attendance
Paycor Inc
11.2022 - Current
- Advise enterprise customers on solving complex business challenges using Paycor's Time & Attendance platform, including proactive and reactive communication.
- Serve as a trusted advisor to high-value clients, recommending product, configuration, and policy optimizations aligned with advanced HCM needs.
- Acquire and maintain advanced knowledge of Paycor's product ecosystem, including integrations and platform dependencies.
- Troubleshoot complex technical issues independently and research solutions across Paycor's full suite of time products.
- Conduct discovery and schedule client meetings to diagnose issues, build customized configurations, and ensure seamless user experience.
- Identify trends and risks, driving the creation of process documentation and improvement initiatives.
- Collaborate with cross-functional teams—product, engineering, implementation—to support requirement gathering, solution review, and user acceptance testing.
- Analyze complex customer service cases and recommend process enhancements for conversion and service continuity.
- Mentor, train, and support new hires by providing guidance, product knowledge, best-practice coaching, and hands-on development to ensure successful onboarding and skill growth.
Senior Customer Advocate- Time & Attendance
Paycor Inc
08.2021 - 11.2022
- Support customer interactions by performing basic functions within the Perform Time application in a team setting in a contact center environment.
- Act as a front-line triage by taking ownership and troubleshooting the more time-sensitive, urgent, and less complex issues by developing solutions to customer questions.
- Support customers as an advocate by educating and counseling them on procedures to eventually enable self-sufficient system usage.
- Monitor system and proactively identify actions needed to correct issues as they arise.
- Identify and troubleshoot appropriate next steps for more complex cases that require research, then route them to the appropriate party.
- Follow defined process to escalate items as needed.
- Document and manage cases within applicable systems by reviewing, updating, and closing daily.
- Leverage resources for troubleshooting solutions to client questions.
- Prioritize a variety of tasks for year-end processing and reporting.
- Attend internal meetings and huddles as scheduled.
- Mentored junior advocates, fostering skill development and enhancing team cohesiveness.
Practitioner Service Center Representative
ADP
07.2017 - 08.2021
- Act as an internal expert for the employees of a designated client base.
- Receive inbound calls and tickets from employees with the goal of resolving the inquiry/issue on the first contact.
- Effectively utilize SAP and internal ADP systems and tools to document, troubleshoot and resolve inquiries/issues.
- Monitor & track issues for updates to ensure effective issue resolution.
- Act promptly and effectively within prescribed service levels to ensure World Class Service delivery.
- Manage the customer relationship by effectively identifying sensitive employee concerns and escalating when necessary.
- Provide follow-up on issues in an effective and time sensitive manner.
- Assist with HR/Payroll Practitioner calls and tickets as required.
Nesting Support Customer Service Representative
Xerox
05.2016 - 07.2017
- Participated in the development of new hires as transition support.
- Successfully developed new hires to meet and exceed goals.
- Conducted educational huddles.
- Provided new hires all the fundamentals of a perfect call.
- Executed certain supervisor duties on a daily basis.
- Monitored and provided side by side feedback.
Technical Support Customer Service Representative
Xerox
02.2015 - 05.2016
- Worked with irate clients to ensure we deliver right solution.
- Handled escalated calls on a daily basis.
- Provided solutions for representative's questions on daily basis.
- Assisted supervisor to meet and exceed team goals.
- Took over team when a supervisor was absent.
Sales Representative
Direct TV
02.2012 - 05.2014
- Position sales using persuasive skills & knowledge of our products.
- Fully understood customers' needs to provide the right product & upsell different services.
- Successfully meet and exceeded company goals on a weekly and monthly basis.
- Shared best practices amongst peers during team huddles.
- Worked in fast paced, high demanding environment that I was able to fully embrace and be successful in.
Education
Bachelor of Arts - Criminal Justice
University of Texas El Paso
El Paso, Texas05.2017
Associate of Arts - Criminal Justice
El Paso Community College
El Paso, Texas05.2014
High School Diploma -
Irvin High School
El Paso, Texas06.2010
Skills
- Time & Attendance Systems (Paycor Time, Time On Demand)
- World-Class Customer Service
- Technical Troubleshooting
- Cross Functional Collaboration
- Problem-solving skills
- Multitasking
- Time management
- Proficient in English & Spanish
- Microsoft Office
Time & Attendance Systems (Paycor Perform)
World-Class Customer Service
Technical Troubleshooting
Cross Functional Collaboration
Personnel Training/Development
Proficient in English and Spanish
Mastery in Microsoft Office
Timeline
Senior Premier Customer Consultant- Time & Attendance
Paycor Inc
11.2022 - Current
Senior Customer Advocate- Time & Attendance
Paycor Inc
08.2021 - 11.2022
Practitioner Service Center Representative
ADP
07.2017 - 08.2021
Nesting Support Customer Service Representative
Xerox
05.2016 - 07.2017
Technical Support Customer Service Representative
Xerox
02.2015 - 05.2016
Sales Representative
Direct TV
02.2012 - 05.2014
Bachelor of Arts - Criminal Justice
University of Texas El Paso
Associate of Arts - Criminal Justice
El Paso Community College
High School Diploma -
Irvin High School