David Rodriguez Perez
Barcelona
Summary
Experienced Client Expert bringing 10 years of quality performance in customer support supervisory roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results.
Overview
12
12
years of professional experience
Work History
Customer Support Manager
Sastrify
09.2022 - 05.2023
- Enhanced customer satisfaction by developing and implementing effective support policies and procedures.
- Streamlined the customer support process for faster resolution times and improved customer experience.
- Improved team productivity by identifying inefficiencies in workflows and implementing corrective actions.
- Owned Knowledge Base and Q&A documentation for effective support.
- Collaborated with Product team to address customer feedback and enhance service.
Customer Support Manager
Goin
05.2020 - 06.2022
- Enhanced CS department performance through KPI measurement and improvement.
- Led transition and change management processes.
- Conducted training sessions and managed recruitment and onboarding.
- Contributed to strategic decisions as part of CS leadership team.
- Led the engagement team
- Increased the customer satisfaction and decreased the response rate.
Live OPS & Support Supervisor
Stuart Delivery
01.2019 - 07.2019
- Set goals for performance and deadlines in ways that comply with company’s KPIs and OKRs
- Organize workflow and ensure that the team understand their duties or delegated tasks
- Monitor employee productivity and provide constructive feedback and coaching through 1:1 sessions
- Prepare and submit performance reports
- Train new employees
- Meet personal/customer service team sales targets and call handling quotas
- Implementation and achievement of SLA´s for CS department.
Quality Control Specialist
Stuart Delivery
10.2018 - 01.2019
- Implemented improvements in internal control structure to enhance quality.
- Conducted audits to ensure consistency in customer interactions.
- Increased the productivity of the team for 30%.
Senior Customer & Partner Support Specialist
Stuart Delivery
02.2017 - 10.2018
- Manage large amounts of customers and generate sales leads
- Handle complaints, provide appropriate solutions within the time limits; follow up to ensure resolution
- Meet personal/customer service team sales targets and call handling quotas
- 100% customer satisfaction based on final feedback.
Online English to Spanish Translator
Joomag
08.2015 - 06.2017
- Reading through original material and rewriting it in the target language
- Using Translation Memory software, such as Wordfast, memoQ, SDL Trados and Transit NXT
- Proofreading and editing final translated versions
- Translated the entire website from English into Spanish
Project Coordinator
Atlantis Project
04.2016 - 09.2016
- Provided support to US and European team arranging agreements with local service suppliers
- Manage eventual procurement and purchasing for the organization and remit expense reports (Expensify Software)
- Manage travel arrangements and all associated administrative details
- Manage groups of AP Fellows and liaise between US based staff to ensure the program is performed properly
- Active role in the training that fellows receive before joining the hospitals.
Manager and Coordinator of International Spanglish Camps
London Eye ITC
01.2015 - 02.2016
- Supervising and monitoring a staff of 12-15
- Structuring and coordinating training for all staff
- Managing overall program content and structure
- Communicating with parents, community partners, and other outside liaisons prior to and throughout the project
- Officially commended for initiative, enthusiasm, persuasiveness, intense customer focus and dependability in parent evaluations.
Spanish Language Specialist
London Eye ITC
05.2014 - 02.2016
- Working on different levels from Beginner (A1) till Advanced (C2), planning, preparing and delivering lessons
- Participated in marketing events for the language school
- Led groups to summer camps abroad
- Evaluated changing factors frequently to achieve high student satisfaction level.
Technical Project Coordinator
University Foundation of Las Palmas de G.C.
09.2011 - 02.2014
- Recruited project staff and consultants
- Coordinated partners and working groups involved in project activities
- Provided customers with technical support, resulting in the project achieving top customer service ratings and receiving 100% marks in communication, listening, and problem resolution categories, as evaluated by external auditors.
Education
Bachelor’s Degree in Social Education -
University of Las Palmas de Gran Canaria
Las Palmas de G.C., Spain01.2012
SENECA Program -
University of Salamanca
Salamanca, Spain01.2011
Skills
- Leading teams / onboardings onsite and remotely
- Proficient in Salesforce, Zendesk, Freshdesk
- Deliverables coordination
- Feedback collection
- Inter-department collaboration
- Work experience abroad
Languages
English
Bilingual or Proficient (C2)
Spanish
Bilingual or Proficient (C2)
Timeline
Customer Support Manager
Sastrify
09.2022 - 05.2023
Customer Support Manager
Goin
05.2020 - 06.2022
Live OPS & Support Supervisor
Stuart Delivery
01.2019 - 07.2019
Quality Control Specialist
Stuart Delivery
10.2018 - 01.2019
Senior Customer & Partner Support Specialist
Stuart Delivery
02.2017 - 10.2018
Project Coordinator
Atlantis Project
04.2016 - 09.2016
Online English to Spanish Translator
Joomag
08.2015 - 06.2017
Manager and Coordinator of International Spanglish Camps
London Eye ITC
01.2015 - 02.2016
Spanish Language Specialist
London Eye ITC
05.2014 - 02.2016
Technical Project Coordinator
University Foundation of Las Palmas de G.C.
09.2011 - 02.2014
Bachelor’s Degree in Social Education -
University of Las Palmas de Gran Canaria
SENECA Program -
University of Salamanca
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