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
- Streamlined the customer support process for faster resolution times and improved customer experience by 15%.
- Developed and implemented support policies for enhanced customer satisfaction, resulting in a 20% increase in positive feedback.
- Managed Knowledge Base and collaborated with Product team to enhance services.
- Liaised with IT department to report technical issues and formulate trouble-shooting procedures.
Customer Support Manager
Goin
05.2020 - 06.2022
- Coached customer support team, providing ongoing training and development opportunities.
- Improved CS department performance via KPI measurement and enhancement.
- Conducted training, managed recruitment, and facilitated onboarding.
- Contributed to strategic decisions within CS leadership; led engagement team to raise satisfaction by 25% and lower response time by 30%.
Live OPS & Support Supervisor
Stuart Delivery
01.2019 - 07.2019
- Established clear performance expectations, resulting in improving accountability and results, increasing team accountability by 30%.
- Analyzed performance metrics, implementing targeted strategies for a 15% improvement in KPIs.
- Reviewed customer feedback regularly, identifying trends and recommending enhancements, resulting in a 20% increase in customer satisfaction scores.
Senior Quality Control Specialist & CS Manager
Stuart Delivery
02.2017 - 01.2019
- Spearheaded internal control enhancements, optimizing quality standards.
- Conducted audits to ensure consistent and satisfactory customer interactions.
- Increased team productivity by 30% through targeted strategies and initiatives.
- Achieved 100% customer satisfaction through timely resolution and follow-up.
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
- Facilitated agreements with local service suppliers for US and European teams.
- Oversaw procurement, purchasing, and expense reporting.
- Coordinated travel arrangements and managed administrative details.
- Managed groups of AP Fellows and ensured proper program execution, including training before hospital assignments with a 95% success rate.
Project Manager, Spanish Language Specialist
London Eye ITC
05.2014 - 02.2016
- Supervised and trained a team of 12-15 staff members.
- Managed overall program content, structure, and stakeholder communication.
- Led marketing events for the language school and coordinated summer camps abroad.
- Received official commendation for outstanding customer focus and initiative.
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.
- Provided top-tier technical support, resulting in 100% marks across communication, listening, and problem resolution categories by external auditors.
Education
Bachelor’s Degree in Social Education -
University of Las Palmas de Gran Canaria
01.2012
SENECA Program -
University of Salamanca
01.2011
Skills
- Leading teams onsite/remotely
- Project management
- Feedback collection
- Client relationship building
- Inter-department collaboration
- Training and coaching
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
Senior Quality Control Specialist & CS Manager
Stuart Delivery
02.2017 - 01.2019
Project Coordinator
Atlantis Project
04.2016 - 09.2016
Online English to Spanish Translator
Joomag
08.2015 - 06.2017
Project Manager, 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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