Roberto Guzman Email & Phone Number

Martinez, Ca, Us

San Francisco Bay Area

- Investigated and resolved complex customer issues and provided detail explanations and guidance on the resolution while maintaining a 4 ticket per day average.- Interviewed and assessed the abilities of potential job applicants ensuring alignment with the team values and goals.- Created detailed documentation for complex Odoo app features with the end goal of providing readable guides to customers.- Managed sensitive administration customer issues and provided comprehensive resolutions in a timely manner.- Developed a team training program that summarized complex issues to a group of 40 team members.- Mastered Sales/Subscriptions/Rental work flows and assisted team members in resolving complex customer issues within Odoo ERP.- Handled emergent customer issues over the phone and directed customer to appropriate support personnel. - Gained a certification in Odoo version 17 in 2024.

Stanford, California, United States

• Oversaw general information requests, updated students’ personal information/maintained confidential record keeping, served as the front-line information center to respond service calls that upheld resident satisfaction and safety.• Helped coordinate any move-out/move-in requests by efficiently filing essential documents.• Demonstrated crisis management by deescalating resident concerns and effectively finding solutions.• Audited digital records against paper records efficiently to ensure the accuracy of records and corrected errors ensuring the accuracy of details and context.

Stanford, California, United States

• Managed more than 500+ conference attendees weekly over the course of 4 months.• Delivered extraordinary customer service to group leaders to ensure their attendees had everything upon arrival to their room.• Spearheaded customer concerns and ensured that they were resolved in a timely fashion.• Tracked and logged expenses from conference groups and relayed this information effectively when needed for billing purposes.• Optimized the process for check-in/check-out of attendees so that our staff could deliver the highest level of customer service to our conference groups.• Worked closely with direct supervisors to immediately resolve any complications noticed by staff during check-in/check-outs to effectively streamline operations.• Worked closely with multiple Building Managers, Lead Custodial Staff, and Conference Managers to ensure that all rooms met our COVID-19 sanitation standards. • Worked as an on-call staff to ensure attendees could check-in/check-out at all hours of the night.

Stanford, California, United States

• Collaborated with a team of other resident assistants to ensure residents had access to university resources.• Received feedback from residents which we would address at weekly staff meetings and created a list of achievable goals to improve the residential experience.• Hosted community events every week for 50+ students to foster community and create relationships amongst residents.• Coordinated 200+ resident event quarterly to promote community and foster relationships.• Worked on an on-call team to ensure residents were safe over the weekends.