Jimmy A. Pacheco
Levittown,NY
Summary
Driven leader with strong problem-solving and customer service skills. Dedicated to providing highest level of service to customers and creating pleasant work environment for staff. Knowledgeable in food safety and sanitation protocols. Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions.
Overview
13
13
years of professional experience
Work History
Restaurant Manager
Westside Donut LLC (Dunkin')
05.2017 - Current
- Managed daily operations to ensure a high level of efficiency, consistency, and quality in both food and service.
- Carefully interviewed, selected, trained, and supervised staff.
- Met, greeted, and encouraged feedback from customers and used feedback to implement positive changes within restaurant.
- Reconciled cash to maintain accurate records.
- Monitored inventory of supplies and purchased orders to maintain adequate stock levels.
- Correctly calculated inventory and ordered appropriate supplies.
- Used management tools such as NetChef for inventory and reconciliation of shipment orders; and Insight360 for administrative reports such as payroll, food cost and sales.
Technical Support Representative
Telus International
02.2011 - 01.2015
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Managed challenging customer situations with diplomacy and professionalism, often turning negative experiences into positive outcomes.
- Used QFlow system for typification of calls to keep track of each customer process and resolutions.
- Diagnosed and troubleshot hardware, software and network issues.
- Utilized billing software to make sure customers were up to date on payments; and provisioning and activation of equipment.
Education
No Degree - The Bits And Bytes of Computer Networking
Coursera
Online12.2023
No Degree - Technical Support Fundamentals
Coursera
Online10.2023
Software Engineering Technician - Computer And Information Sciences
Specialized School of Engineering ITCA-FEPADE
Santa Ana, El Salvador05.2011
Skills
- Team Management
- Inventory control and record keeping
- Customer Engagement
- Staff Management
- Point of Sale (POS) system operation
- Passion for customer satisfaction
- Adaptable
- Conflict resolution techniques
- Reliable and Responsible
- ServSafe Food Manager
Languages
Spanish
Native or Bilingual
English
Full Professional
Timeline
Restaurant Manager
Westside Donut LLC (Dunkin')
05.2017 - Current
Technical Support Representative
Telus International
02.2011 - 01.2015
No Degree - The Bits And Bytes of Computer Networking
Coursera
No Degree - Technical Support Fundamentals
Coursera
Software Engineering Technician - Computer And Information Sciences
Specialized School of Engineering ITCA-FEPADE
Similar Profiles
Melissa YoungMelissa Young
Financial Manager at Groveburg Corp, B&B Donut, DunkinFinancial Manager at Groveburg Corp, B&B Donut, Dunkin
KAREN KATES D. MUÑOZKAREN KATES D. MUÑOZ
Service Crew at Dunkin DonutService Crew at Dunkin Donut
Melissa YoungMelissa Young
Financial Manager at Groveburg Corp, B&B Donut, DunkinFinancial Manager at Groveburg Corp, B&B Donut, Dunkin