Hi, I’m
Joan Sebastian Ramirez
Customer Service Representative/Waiter/Barista
Düsseldorf
Summary
Multilingual customer service and hospitality professional with over 10 years of experience across customer support, content moderation, and food & beverage management. Skilled in handling high-pressure environments, resolving complex customer issues, and delivering exceptional service in both B2B and B2C settings. Experienced in technical support, complaint resolution, retention, and upselling, as well as leading teams in fast-paced hospitality venues across Europe. Proficient in tools such as Zendesk, Workforce, and NICE, with strong adaptability to new technologies and processes. Fluent in Spanish, Italian, and English, with a proven ability to connect with diverse customers and colleagues.
Overview
12
years of professional experience
5
Languages
Work History
Milonga Food Truck
Grill Cook
03.2025 - Current
Job overview
- Provided excellent customer service by addressing any concerns or special requests promptly and professionally.
- Stored and handled goods correctly to maintain freshness and condition.
- Verified order accuracy and quality ahead of service to maintain standards.
- Distributed food to team members with efficiency in high-volume environment.
Alm Bar
Bar Manager
12.2024 - 03.2025
Job overview
- Created a welcoming atmosphere, fostering a loyal customer base and repeat business.
- Kept alcoholic beverages well-stocked and organized to meet expected demands.
- Closed out cash register and prepared cashier report at close of business.
Dojo
Customer Service Representative
12.2023 - 12.2024
Job overview
- Handled inbound and outbound calls and emails across UK, Ireland, Spain, and Italy markets, providing multilingual support (Spanish, Italian, English).
- Delivered clear explanations of invoices and billing queries, ensuring customers fully understood charges.
- Provided technical support for card machines, EPOS integrations, and the Dojo app, troubleshooting and resolving hardware and software issues.
- Managed logistics tasks, including ordering and dispatching replacement parts and terminals.
- Processed and resolved customer complaints, drafting structured SRCs and ensuring customer retention through proactive solutions.
- Applied retention and upselling skills in a B2B environment, supporting clients and strengthening relationships with business owners.
- Utilized systems such as Zendesk, Workforce, and NICE to manage cases, track performance, and ensure SLAs were met.
Telus International
Social Media Content Moderator
05.2020 - 11.2023
Job overview
- Reviewed and evaluated user-generated content across multiple social media platforms to ensure compliance with community guidelines and legal requirements.
- Assessed text, images, and video content for sensitive material, hate speech, violence, spam, and misinformation, applying company policies with accuracy and consistency.
- Flagged, escalated, or removed inappropriate content to maintain a safe and respectful online environment.
- Maintained productivity and quality targets, contributing to overall team performance and SLA compliance.
- Adapted quickly to policy updates and process changes, ensuring alignment with evolving platform standards.
Burguer and Lobster Mayfair
Head Waiter
09.2019 - 03.2020
Job overview
- Greeted new customers, discussed specials, and took drink orders.
- Enhanced customer dining experience by providing exceptional service and anticipating guest needs.
- Increased overall restaurant efficiency by effectively managing and delegating tasks to the wait staff.
- Managed food resources, memorized orders, and coordinated customer service.
W Hotel Barcelona
Beach Club Waiter
09.2018 - 09.2019
Job overview
- Managed high volume of customers during peak hours, maintaining prompt and efficient service.
- Ensured food safety compliance by adhering to proper handling procedures when serving dishes.
- Shared knowledge of menu items and flavors, enabling customers to make personal decisions based on taste and interest.
- Enhanced customer satisfaction by providing attentive service and anticipating guest needs.
Ocaña
Head Waiter
12.2017 - 08.2018
Job overview
- Collaborated with kitchen staff to ensure timely and accurate order delivery for guest satisfaction.
- Quickly reset and cleaned up tables after customers left to enable speedy turnaround and guest flow.
- Maintained customer satisfaction with timely table check-ins to assess food and beverage needs.
El Nacional
Bartender
04.2017 - 11.2017
Job overview
- Kept bar presentable and well-stocked to meet customer needs.
- Served high customer volumes during special events, nights, and weekends.
- Maintained a clean and organized workspace, ensuring compliance with health and safety regulations.
- Contributed to a positive work environment through effective teamwork and communication with colleagues.
Acontraluz
Chef De Range/Head Waiter
03.2016 - 03.2017
Job overview
- Enhanced customer satisfaction by providing attentive service and anticipating guest needs.
- Collaborated with kitchen staff to ensure timely delivery of orders, resulting in smooth restaurant operations.
- Quickly reset and cleaned up tables after customers left to enable speedy turnaround and guest flow.
- Answered customers' questions, recommended items, and recorded order information.
- Maintained clean and organized dining areas for optimal guest experience.
- Managed multiple tables simultaneously while maintaining high levels of accuracy on order placement and delivery.
Massimo
Restaurant Waiter
09.2014 - 03.2017
Job overview
- Cultivated warm relationships with regular customers.
- Bussed and reset tables to keep dining room and work areas clean.
- Maintained professional demeanor under pressure while managing challenging situations involving dissatisfied customers.
- Supported fellow waitstaff through teamwork during busy times, sharing responsibilities as needed.
- Explained menu items and suggested appropriate options for food allergy concerns.
- Promoted restaurant specials and upsold menu items, increasing overall sales revenue.
- Collaborated with kitchen staff to ensure timely delivery of orders, resulting in positive feedback from guests.
- Processed cash and credit card transactions accurately, maintaining accountability for all sales revenue generated during shifts.
Peperoncino
Bartender
04.2014 - 09.2014
Job overview
- Reduced wait times for drinks by efficiently managing the bar area and prioritizing orders.
- Efficiently opened or closed the bar according to established procedures, ensuring preparedness for each shift.
- Organized bar inventory and storage procedures to keep stock within optimal levels and meet expected customer demands.
- Handled simultaneous customer, team, and business needs while avoiding unnecessary delays or errors.
ATPCO
Chef Assistant
04.2013 - 10.2013
Job overview
- Prepared and cooked quality meals in high-volume, fast-paced service environments.
- Maintained cleanliness and order of kitchen prep areas and appliances as well as convenient organization of ingredients.
- Followed recipes and instructions to achieve quality and presentation standards.
- Supported senior chefs with creative meal planning and recipe development.
- Cleaned and oiled kitchen equipment to maintain optimized function.
- Cleaned and maintained work areas, equipment and utensils.
- Completed additional cleaning tasks within the kitchen area, contributing to an overall sanitary work environment.
- Completed extra cleaning work on garbage cans, racks, dry storage areas, and other fixtures to keep kitchen spotless.
- Kept dishes, utensils and glassware clean and rotated following safety standards set by restaurant.
Education
Itc BodoniParma, Italy
High School Diploma
09-2012
Skills
Quick-learning
Meat preparation
Teamwork and collaboration
Kitchen safety
Food service
Customer service
Cleaning and organization
Team player
Willing to learn
Problem-solving
Active listening
Product knowledge
Adaptability and flexibility
Complaint resolution
Time management
Call center experience
Problem resolution
Critical thinking
Decision-making
Team collaboration
Computer proficiency
Live chat support
Technical support
Timeline
Grill Cook
Milonga Food Truck
03.2025 - Current
Bar Manager
Alm Bar
12.2024 - 03.2025
Customer Service Representative
Dojo
12.2023 - 12.2024
Social Media Content Moderator
Telus International
05.2020 - 11.2023
Head Waiter
Burguer and Lobster Mayfair
09.2019 - 03.2020
Beach Club Waiter
W Hotel Barcelona
09.2018 - 09.2019
Head Waiter
Ocaña
12.2017 - 08.2018
Bartender
El Nacional
04.2017 - 11.2017
Chef De Range/Head Waiter
Acontraluz
03.2016 - 03.2017
Restaurant Waiter
Massimo
09.2014 - 03.2017
Bartender
Peperoncino
04.2014 - 09.2014
Chef Assistant
ATPCO
04.2013 - 10.2013
Itc Bodoni
High School Diploma