Roger Martinez
Atlanta,GA
Summary
Music and podcast producer + DJ. A bilingual technician (TOEFL 109/120) with over 15 years of interdisciplinary experience. Managerial, administrative, logistics, creative, commercial, and public relations versatility. Knowledge about quality management systems and processes (ISO 9001:2008). Thorough organization and logistics of processes and events. Proactive, decisive and resolutive professional with leadership and a sense of commitment to quality and efficiency. Creative with detailed analytical skills, critical/systemic thinking, strong basic skills, and quick learner. Excellent knowledge of kitchen roles and food/ingredients manipulation.
Overview
14
14
years of professional experience
Work History
Front of the House - Server
Varasanos
06.2022 - 01.2023
- Served food and beverages promptly with focused attention to customer needs.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Cultivated warm relationships with regular customers.
- Maintained clean and organized dining areas to uphold restaurant hygiene standards.
- Set positive tone for entire dining experience as first point of contact for incoming guests.
- Bussed and reset tables to keep dining room and work areas clean.
- Supervised dining table set-up to prepare for diversity of event types, following strict service standards.
- Inspected dishes and utensils for cleanliness.
- Presented menus to patrons promptly after seating and answered questions about menu items, making recommendations upon request.
- Printed dining checks with total due, collected payment and offered receipts to complete transactions.
Team Lead and Trainer
5ca + 2K Games
08.2021 - 06.2022
- Taught new team members correct procedures for all areas of operations.
- Set positive example for team members by providing high-quality, efficient service.
- Studied crew members during work shift to provide feedback and guidance in improving performance.
- Evaluated value of training programs to determine achievement of desired outcomes, applying necessary modifications.
- Liaised with other departments to coordinate training activities and resolve any issues or concerns.
- Maintained current knowledge of all team position requirements.
- Coached employees to improve performance and customer service.
- Facilitated virtual, in-person and blended learning sessions.
- Identified workers with specific skill sets to recommend for promotions or raises.
- Designed and delivered web-based, self-directed learning materials.
- Developed and implemented successful onboarding program.
- Documented training and progress on database to enable tracking history and maintain accurate records.
Customer Service Agent
5ca + Epic Games + 2K Games
05.2020 - 08.2021
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer chats and emails to troubleshoot and answer questions about products and services.
- Evaluated customer information to explore issues, develop potential solutions, and maintain high-quality service.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
- Sought out extra training opportunities to enhance customer relationship management abilities.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Handled customer inquiries and suggestions courteously and professionally.
- Top performing KPIs achieved within the first two weeks of each campaign.
Front of the House - Server
Napule, Pizzeria
04.2018 - 05.2020
- Welcome and sit customers + direct deliverers.
- Present, garnish and arrange final dishes + serve food
- Maintain a clean and safe work area, including handling utensils, equipment, and dishes.
- Stock utensils.
- Maintain food safety and sanitation standards
Radio/TV Coordinator
CKWEB, IDARTES
10.2017 - 04.2018
- Creation and production of contents and processes (pre and live) for the District Institute of the Arts
- Cultural Public Relationships and proposals inside IDARTES
- Partnering with and strengthening the Communications area.
Chief Technology Officer
Cimpex S.A.S
03.2009 - 04.2018
- Board member and part of the Security and Coexistence Committees.
- Process analyst and internal auditor.
- Creation and continuous improvement of the Technology, Security and Operations processes.
- Network (cat 6) and data-room planning, implementation (server, firewall, NAS Raid-0, IPphones) and administration.
- Gmail, intranet, Zoho CRM, and Bysoft WMS admin.
- Algorithm creation for the development of a new WMS.
- Webmaster (WordPress).
- Coordination and execution of preventive and corrective maintenances.
- Training and supervision of tech-tools.
- Financial Coordinator (2009-2012) - Budget. accounts, treasury and financial management.
- Commercial assistant and general sales of import services.
QA + Incognito Customer + Video Editor
Shopperbox
05.2016 - 11.2017
- Recording and editing videos as an incognito customer
- Quality control (evaluation and report).
Education
Master of Arts - Digital Humanities
Universidad De Los Andes
Bogota, Colombia12.2023
Bachelor of Arts -
Universidad De Los Andes
Bogota, Colombia06.2009
High School Diploma -
San Carlos School
Bogota, Colombia06.2003
Skills
- Team leadership, training and coaching
- Excellent customer service and communication skills, both written and verbal
- Highly detail-oriented planning and executing
- Work harmoniously and effectively with others
- Able to seek out-of-the-box alternatives
- Optimal analysis and usage of relevant information and data
- Flexible and open to change and new challenges
- Multifaceted experience with broad organizational perspective
Hobbies
Food, Music, Video Games, Rocket League and Golf
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
German
Elementary
Timeline
Front of the House - Server
Varasanos
06.2022 - 01.2023
Team Lead and Trainer
5ca + 2K Games
08.2021 - 06.2022
Customer Service Agent
5ca + Epic Games + 2K Games
05.2020 - 08.2021
Front of the House - Server
Napule, Pizzeria
04.2018 - 05.2020
Radio/TV Coordinator
CKWEB, IDARTES
10.2017 - 04.2018
QA + Incognito Customer + Video Editor
Shopperbox
05.2016 - 11.2017
Chief Technology Officer
Cimpex S.A.S
03.2009 - 04.2018
Master of Arts - Digital Humanities
Universidad De Los Andes
Bachelor of Arts -
Universidad De Los Andes
High School Diploma -
San Carlos School
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