Kevin Gutierrez

As a Concierge Services Specialist for PAR Technology, I work fully remotely, with a team of 7, to provide technical support for various clients on multiple databases. I develop and implement specialized procedures for customer service operations and play a role in creating training materials for clients, as well as new and existing team members. I also created a role for myself to incorporate LMS guides which provide self service for software end users.

• Create/Enhance training documentation
• Provide phone and email technical support
• Support and manage multiple client database structures
• Client Support Quality Assurance
• Excellent verbal and written communication skills
• SaaS technical support
• Cross-department collaboration
• CRM utilization for ticketing system and SLA

Worked with an energetic customer focused team to provide excellent customer service by responding to inquiries quickly and professionally. Assisted customers through telephone and in store to troubleshoot company mobile application issues.

• Fast paced environment, simultaneously execute up to 15 orders serving 30 to 50 customers an hour
• Leading ability to thrive under pressure with teams of 5 to 7 reaching sales of $2500 to $5000 per day part (AM & PM)
• Professionally worked with a team of 30 to ensure top 5 of 30 stores in our district
• Train new hires, showing them the ropes and empowering them to achieve high standards

• Managed bar staff, trained new hires, and implemented disciplinary procedures when necessary.
• Developed drink recipes and menus to meet customer preferences while optimizing profitability.
• Enforced safety regulations and ensured proper sanitation practices were followed by all employees.
• Maintained accurate records of liquor inventory and purchases for budgeting purposes.
• Resolved customer complaints regarding quality of food or beverage service in a timely manner.

• Managed the production of all desserts, pastries, breads and other baked goods for restaurant outlets.
• Maintained high standards of food preparation and service in accordance with established recipes, quality and presentation standards.
• Supervised a team of pastry chefs, providing guidance and training on daily tasks and responsibilities.
• Developed creative new menu items and recipes to ensure ongoing customer satisfaction.
• Conducted regular tasting sessions with staff members to evaluate current dessert offerings.
• Up-to-date on industry trends related to ingredients, techniques and flavors used in pastries.
• Tracked trends in customer feedback regarding pastries and desserts served.