SEBASTIAN GUEVARA
Tamarac,FL
Summary
Customer service and operations leader with 10+ years of customer-facing experience, including five years with Ruth’s Chris Steak House and three years in management after advancing from a Service Hospitality Coach role. Experienced in leading front-of-house operations, team development, employee coaching, training, staffing, and performance accountability while maintaining high service and operational standards. Proven ability to resolve escalated customer concerns, lead service recovery efforts, and collaborate across departments to address operational challenges in fast-paced environments. Bilingual in English and Spanish with a Bachelor’s Degree in Communications.
Overview
1
1
Certification
13
13
years of professional experience
Work History
Manager / Service Hospitality Coach
Ruth's Chris Steak House
Fort Lauderdale, FL
01.2021 - Current
- Advanced from Service Hospitality Coach into management, earning three years of management experience during a five-year tenure.
- Led front-of-house operations, coached employees, and reinforced service standards, product knowledge, teamwork, and professionalism.
- Supported staffing, managed shift assignments, ensured employee accountability, and provided performance feedback while maintaining company service and sanitation standards.
- Resolved escalated customer concerns and coordinated service recovery, partnering across departments to address operational challenges.
Service Team Member
Cooper's Hawk Winery & Restaurant
01.2020 - 01.2021
- Provided attentive service, ensured order accuracy and quality, and resolved customer concerns in fast-paced environment.
Server / To-Go / Bartender
Olive Garden Restaurant & Bar
01.2018 - 01.2020
- Delivered customer service across multiple roles while ensuring accuracy and product knowledge.
Fitness Trainer / Service Desk Staff
Planet Fitness
Tamarac, FL
01.2016 - 01.2018
- Functioned as the primary customer contact, addressing inquiries, resolving issues, and escalating matters as needed.
- Conducted fitness orientations following Planet Fitness training standards, ensuring new members understood club procedures.
Manager
Journeys
Coral Springs, FL
01.2014 - 01.2016
- Oversaw staffing, training, scheduling, task assignments, performance evaluations, customer service, and inventory support to ensure operational efficiency.
Education
Bachelor's Degree - Communications
Florida Atlantic University
Technical Certificate - Business Administration Studies; Business Specialist
Broward College
Skills
- Customer Service Leadership
- Team Coaching & Development
- Conflict Resolution
- Operations Management
- Staffing & Scheduling
- Performance Management
- Quality Standards
- Microsoft Word, Excel & PowerPoint
- Bilingual English/Spanish
- Service recovery
- Team supervision
Certification
Co-Manager Certified, Manager-in-Training Certified, CPR Certified, Certified Personal Trainer (ASFA), ServSafe Certification
Personal Information
Title: CUSTOMER SERVICE & OPERATIONS MANAGER
Timeline
Manager / Service Hospitality Coach
Ruth's Chris Steak House
01.2021 - Current
Service Team Member
Cooper's Hawk Winery & Restaurant
01.2020 - 01.2021
Server / To-Go / Bartender
Olive Garden Restaurant & Bar
01.2018 - 01.2020
Fitness Trainer / Service Desk Staff
Planet Fitness
01.2016 - 01.2018
Manager
Journeys
01.2014 - 01.2016
Bachelor's Degree - Communications
Florida Atlantic University
Technical Certificate - Business Administration Studies; Business Specialist
Broward College