Rafael Guzman
Trujillo Alto
Summary
Bilingual with first response, operational management background and broad costumer service. Proactive and hardworking individual focused on continuous operational improvement. Friendly, punctual team player while also bringing a strong work ethic.
Overview
13
13
years of professional experience
Work History
Customer Service Representative
IRS
09.2023 - Current
- Enhanced Taxpayer satisfaction by promptly addressing concerns and providing accurate information.
- Resolved taxpayer complaints with empathy & professionalism
- Assisted taxpayers in navigating irs.gov website and improving overall user experience.
- Responded proactively and positively to rapid change.
- Researched for and analyzed all available information applicable to specific and well-defined collection issues while taking corrective actions needed to close accounts. Explained actions taken.
- Responded to contacts from both English and Spanish speaking taxpayers and/or their representatives in response to IRS contacts regarding a limited number of delinquent situations. Provided explanations to specific inquiries initiated by individuals, generated by notices, or internally generated assignments.
- Advised taxpayers of the enforcement actions that may be taken if they fail to meet commitments to file return and/or pay tax liabilities and encourages voluntary compliance with tax laws.
Operational Manager
Superior Disaster Relief
11.2018 - 02.2021
- Coordinated implementation of people-related services, policies and programs through departmental staff.
- Liaised between multiple business divisions to improve communications.
- Monitored and handled employee claims involving performance-based and harassment incidents.
- Motivated employees through special events, incentive programs and constructive feedback.
- Implemented performance review and motivational strategies to elevate HR team results.
- Completed human resource operational requirements by scheduling and assigning employees.
- Maintained work structure by updating job requirements and job descriptions for positions.
- Planned, monitored and appraised employee work results by training managers to coach and discipline employees.
- Addressed employee conflicts with appropriate urgency, following all corporate procedures.
- Collaborated with entire human resource department to discuss new ways to recruit top talent.
- Enhanced staff knowledge and awareness on drug abuse and prevention programs.
- Organized and led staff orientation programs and training to promote collaboration.
- Directed job fairs to bring in local talent for long term and seasonal positions.
- Coordinated with senior leadership and handled managerial needs by implementing fresh solutions into business strategies.
- Performed budget analysis to control expenditures and predict future budget needs.
Operations Manager
Houston Texas Builders
11.2019 - 02.2021
- Achieved project deadlines by coordinating with contractors to manage performance.
- Provided detailed project status updates to stakeholders and executive management.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Developed systems and procedures to improve operational quality and team efficiency.
- Directed initiatives to improve work environment, company culture or overall business strategy.
- Assisted in recruiting, hiring and training of team members.
- Interacted well with customers to build connections and nurture relationships.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
Regional Manager
Uniify
09.2017 - 10.2018
- Directed management meetings to enhance collaboration and maintain culture based on trust and group problem-solving.
- Interviewed and hired strong candidates for team openings, using newspapers, job boards and social media to find applicants.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Recruited, hired and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
- Reported issues to higher management with great detail, resulting in quick action to handle and resolve any problem.
Customer Service Manager
El Guateque Restaurant.
05.2011 - 02.2021
- Routinely supported other areas of restaurant as requested, including answering telephones and completing financial transactions for other staff.
- Inventoried and restocked items throughout day.
- Resolved guest complaints quickly and efficiently.
- Provided friendly and attentive service.
- Immediately reported accidents, injuries or unsafe work conditions to manager.
- Consistently provided professional, friendly and engaging service.
Security Supervisor
Black Hawk Protection
03.2022 - 08.2022
- Analyzed and investigated incidents alongside functional management and security supervisors.
- Advised security team and conducted investigations of significant threats and loss or misappropriation of assets.
- Oversaw team of security officers and managed scheduling and performance evaluations.
- Recorded incident reports with detailed accounts of occurrences.
- Oversaw staff timekeeping entries and reports in ADP.
- Moved around different security stations and vital areas to check on officers and adjust workflow to cover changing needs.
- Kept team compliant with security protocols and appearance standards.
- Removed unauthorized persons from facility grounds.
- Performed security investigations and reported findings to client management.
Security Officer
Centerra
05.2022 - 08.2023
- Assigned to NGA's Special Detail Team for VIP visits & Events.
- Conducted regular patrols of key areas to spot and control security concerns.
- Conducted training sessions for new security personnel to facilitate compliance with security protocols.
- Screened individuals and prevented passage of prohibited articles into restricted areas.
- Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority.
- Directed guests around building and answered accessibility questions.
- Responded quickly to incidents and assessed active situations for security concerns.
- Communicated with security team and building supervisors using two-way radios, mobile phones and other technological devices.
- Enforced security policies and removed violators and unauthorized individuals from premises to maintain safe environment.
Security Guard
Security Police Force
07.2014 - 09.2018
- Continually provided exceptional service to customers by being friendly, knowledgeable and accommodating.
- Maintained a consistent, regular attendance record.
- Monitored and authorized entrance and departure of vehicles, cargo trucks and visitors.
- Monitored and authorized entrance and departure of employees and visitors.
- Circulated among visitors, patrons and employees to preserve order and protect property.
- Wrote reports on property damage, theft, presence of unauthorized persons and unusual occurrences.
- Warned offenders about rule infractions and violations and verbally evicted violators from premises.
- Denied entrance to the building to unauthorized persons.
- Secured all doors in the office and main building after hours.
- Detected suspicious activities and watched for criminal acts and rule infractions.
Unemployed
Unemployed
02.2021 - 03.2022
Education
Bartender -
Instituto De Banca Y Cormercio
Puerto Rico2013
High School Diploma -
C.E.D.E.A
Puerto Rico2011
Skills
- Staff Management
- Customer Service
- Operational Efficiency
- Workload Planning
- Superior Work Ethic
- Bilingual
- Operations Management
- Strategic Planning
- Team Leadership
- Company Organization
- Personnel Recruitment
Timeline
Customer Service Representative
IRS
09.2023 - Current
Security Officer
Centerra
05.2022 - 08.2023
Security Supervisor
Black Hawk Protection
03.2022 - 08.2022
Unemployed
Unemployed
02.2021 - 03.2022
Operations Manager
Houston Texas Builders
11.2019 - 02.2021
Operational Manager
Superior Disaster Relief
11.2018 - 02.2021
Regional Manager
Uniify
09.2017 - 10.2018
Security Guard
Security Police Force
07.2014 - 09.2018
Customer Service Manager
El Guateque Restaurant.
05.2011 - 02.2021
Bartender -
Instituto De Banca Y Cormercio
High School Diploma -
C.E.D.E.A
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