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$40 USD / time
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barcelona, spain
$40 USD / time
Det er i øjeblikket 5:12 AM her
Tilmeldt oktober 5, 2021
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Pablo R.

@Prambla

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$40 USD / time
Flag for SPAIN
barcelona, spain
$40 USD / time
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Genansættelsesrate

Help you to build a high performing team!

Extrovert and passionate about sales & customer loyalty, I am data driven Leader with profound knowledge in team building, recruitment and project management. Through my 12 years of experience, I developed problem-solving and negotiation skills to the high standard, which gave me a benefit while working with different stakeholders and add value to the business. My experience helped me improving company processes for the last 9 years while managing high performing teams. What can I bring to the business? Continuous improvement, energy, passion, experience & fun! As a personal quote: If we are going to spend 10 hours together in the office I´ll always bring my best smile.

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Erfaring

Head of customer service

Wallbox
jan. 2020 - Nuværende
- Deep Diving into Data to identify product improvement and reduce failure rate in 2%. - Ensure appropriate training and any required resources to perform the office jobs to their best. - Recruit and expand Barcelona & Madrid offices, currently managing 50 colleagues. - CRM and call systems implementation. - 2020 Wallbox "thank you" Award - Increase Customer Satisfaction in 20%. - Reduce the first time response in 50%. - Reduce the average handling in 50%.

Service manager

Booking.com
apr. 2018 - okt. 2019 (1 år, 6 måneder)
- Customer service site opening in Vilna, Lithuania. - Support and manage the growth from 25 to 400 employees.  - Onboard 30 Team Leaders, manage performance. - WFM - workforce management for Team Leaders & Supervisors. - Build up seating plan for 400 employees while hot desking. - Drive initiatives to increase Satisfaction in 10%. - Improve performance framework and bonus structure. - Support HR with recruitment on more than 100 interviews. - Rebuild call evaluation process and improve GDPR

Service team leader

Booking.com
mar. 2017 - mar. 2018 (1 år)
- Build 15 CS agents team, motivation & performance. - Implementation of BCN site downtime (600 employees) process while ensuring coverage. - Performance management via 121 and team meetings. - WFM - built new process for support staff line to control adherence for 25 Team leaders. - Support HR with recruitment on more than 50 interviews. - Onboard NEW Team Leaders.

Uddannelse

Digital marketing

Universitat Autònoma de Barcelona, Spain 2015 - 2016
(1 år)

Hospitality management

EADA - Escuela de Alta Dirección y Administración, Spain 2011 - 2012
(1 år)

Kvalifikationer

Career in tourism & management

CETT Barcelona
2012
Career in tourism and hospitality management

Hospitality management master

EADA Barcelona
2012
Masters in hospitality management

Degree in online marketing

Universidad de barcelona
2016
Digital marketing and social media sales

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