Gabriel Booys
Barcelona
Summary
Aspiring UX Designer. With a proven track record in Customer Success, I am dedicated to optimizing user experiences through UX Design and UX Research.
As a results-oriented professional with robust analytical and problem-solving skills, I am committed to enhancing customer satisfaction, driving retention, and capitalizing on sales opportunities to ensure the profitability of the business.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Escalation and Social Media Engagement Lead
Avis Budget Group
Barcelona
09.2023 - Current
- Real Time monitoring of ABG's Social Media pages and accounts.
- Identifying PR risks in both national and local media to minimise negative visibility in print, broadcast, TV and , online, by managing customer complaints.
- Conducting root cause deep dive reviews on individual complaints, correctly identifying the key cause of the complaint as well as all contributory factors leading to the poor customer experience and remedying it.
- Liaising daily with Consumer Rights entities, Law Enforcement and Lawyer Inquiries to resolve consumer rights complaints.
Corporate Key Account One Point of Contact - UKI
Avis Budget Group
Barcelona
02.2023 - 08.2023
- Maintaining strong relationships with our VIP corporate accounts, addressing inquiries, resolving issues, and managing escalations in a timely and professional manner via both inbound and outbound channels.
- Utilising tools such as CRM for streamlining process management and reporting.
- Retaining and developing the customer base by working with senior staff to create added value in the customer experiences.
- Encouraging the sales teams to dedicate sufficient time to supporting strategic partners with execution plans.
Corporate Travel Consultant
Travelperk
Barcelona
10.2021 - 09.2022
- Coordinated transportation, accommodation, and itineraries for domestic and international trips for the corporate clients based on client's needs, budgets, and expectations.
- Working cross-departmentally with Product and Sales to support platform enhancements, feature requests and bug resolution through the VoC program.
- Prioritised, responded, assigned inbound requests - auditing for quality standards.
- Assisted clients with navigating the platform via the phone, e-mail communication on the functions of the premium package so as to utilise their user experience to the fullest potential.
Customer Success Manager
Placement International
Barcelona
01.2019 - 10.2021
- Coached and developed a team of 10 specialists, with an emphasis on developing their user experience research, project management and customer success fundamentals.
- Exceeded annual goals with client renewal rate above 85% and reinforcing contractual agreements and negotiated out of scope fees from self-created statements of work.
- Conducted research studies and synthesized findings to generate actionable recommendations, resulting in a 25% increase in client satisfaction and a 10% decrease in error rates.
- Hosted bi-weekly CX knowledge-share team meetings, training, enhancing internal processes and on-boarding new joiners.
- Utilized tools such as LinkedIn Helper, Hubspot to create templates, workflows, document links and call scheduling functions.
Customer Success Specialist
Placement International
Barcelona
11.2017 - 01.2019
- Increased customer retention rate by 17% through creating and implementing a customer success strategy that identified user needs, provided proactive customer service and shared best practices with customers.
- Collaborated with Marketing, Product, and Sales teams across Client Delivery Campaigns, contributing to CX strategy definition, Customer Journey mapping, and NPS/CSAT tool implementation.
- Onboarding Clients from first contact to compiling email and call scripts material to assist with the on-boarding process and ensured the completeness and accuracy of documentation required for clients to “go Live”.
- Analysed collected data using various methodologies, conducting generative research through interviews and surveys to gather qualitative and quantitative information.
Flight Attendant
Air Namibia
Windhoek
02.2012 - 02.2017
- Ensured the safety and comfort of every single passenger as well as the Flight Deck on board the Embraer 135, 37-seater.
- Delivered outstanding service in accordance with Air Namibia´s SOPs and quite often tailored the service to the demands of the passengers.
Education
MBA - International Tourism and Hospitality Management
Barcelona Executive Business School
Barcelona2019
Skills
- Implementation
- User Interviews
- Relationship Building
- CRM systems
- HubSpot
- MS Office
- Zendesk
- Salesforce
- Amadeus
- Surveymonkey
Certification
- Accenture: Digital Skills: User Experience
Timeline
Escalation and Social Media Engagement Lead
Avis Budget Group
09.2023 - Current
Corporate Key Account One Point of Contact - UKI
Avis Budget Group
02.2023 - 08.2023
Corporate Travel Consultant
Travelperk
10.2021 - 09.2022
Customer Success Manager
Placement International
01.2019 - 10.2021
Customer Success Specialist
Placement International
11.2017 - 01.2019
Flight Attendant
Air Namibia
02.2012 - 02.2017
MBA - International Tourism and Hospitality Management
Barcelona Executive Business School
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