Luis Miguel Ferrer
Barcelona
Summary
Throughout my professional career and my last position as a Customer Care Team Lead I have learnt that timely communication and teamwork go a long way to improve partnerships. At American Express GBT where I have the chance to work in a channel type of relationship (with our solutions being on the end side of the channel to support Concur and Amadeus products for our Enterprise and Commercial accounts), I try to make an impact by bringing in the best practices of customer care together with great analytical and interpersonal skills. I additionally strive to constantly learn and improve in the fast-pace travel industry, but also have interests and feel capable of succeeding in the IT or media industries.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Customer Care Team Lead
American Express Global Business Travel
Barcelona
05.2023 - Current
- Managing a team of 18+ members for a key Enterprise account
- Responsible for tracking daily metrics and performance reports in accordance with SLA - minimum 85% response rate of all customer requests
- Acting as primary escalation point of contact of all Salesforce.com open cases
- Responsible along with Account Managers for leading the client communication, for improving the Channel Partnership via weekly meetings, and for contract renewal
- In charge of quality and efficiency of the team by supervising the end-to-end procedures of escalated or major incidents
- Analyzing issues in order to find the root cause and solution, and for forecasting new business needs
Senior Business Travel Counselor
American Express Global Business Travel
Barcelona
09.2021 - 05.2023
- Handling day-to-day incidents for key Enterprise and Commercial accounts, such as Microsoft, Salesforce.com, Ernst & Young, CitiGroup, BBVA, Hertz, Sanofi, MSD, Renault and Ford
- Delivering tailor made trainings to new hires and to specialized teams about new products
- Enhancing overall team performance by improving internal processes and workflows in cooperation with IT and Product Development teams
- Responsible for quoting and for customer data analysis via Salesforce.com
- Contributing to a successful business strategy together with Commercial and Operational teams
- In charge of client implementations focused on URLs deployment.
Business Travel Counselor
American Express Global Business Travel
Barcelona
11.2016 - 09.2021
- In charge of technical management of SaaS systems, such as Concur, Cytric Amadeus to book or upgrade flight, hotel and rental car services
- Responsible for handling inbound and online communication in Spanish, English and Catalan
- Enhancing the overall customer experience by identifying customer needs and process bugs in cooperation with Marketing and Product teams
- Co-founder of an employee engagement team and creator of an internal online platform to facilitate employees' easy access to the latest tools, processes, company news and improvements
Travel Agent
eDreams
Barcelona
08.2015 - 11.2016
- In charge of outbound and inbound communication in relation to customer care for all Spanish and English speaking markets
- Processing technical requests such as bookings, re-bookings and ticketing
- Collecting customer care feedback regarding service level and improvements
- Quoting and upselling travel services, such as airport lounge zones' access, upgrades to a higher airfare, early check-in and late check-out
Social Media Customer Contact Representative
KLM
Amsterdam
11.2013 - 04.2015
- Responsible for managing and creating engaging content on Facebook, Twitter and LinkedIn
- In charge of customer support and proactive offering of KLM and Flying Blue services
- Technical management of bookings and requests from airline partners
- Increasing turnover by identifying sales leads and turning them into opportunities
- Responsible for handling internal communication and projects.
Education
JavaScript Full-Stack Online Bootcamp - Web development
Barcelona Code School
01.2021
Programming Foundations With JavaScript, HTML And CSS - Web Development
Duke University - Coursera
Remote05-2020
Bachelor's Degree - History
Universitat de Barcelona
01.2012
Humanities Exchange Programme - Humanities/Humanistic Studies
University of Amsterdam
01.2011
Bachelor's Degree - Journalism
Universitat Pompeu Fabra
01.2009
Skills
- Lead Generation
- Sales
- Teamwork
- Enterprise Accounts
- Commercial Accounts
- Social Media
- Channel partners
- Communication
- English
- Analytical skills
- Customer Engagement
- Creative Writing
Certification
- Programming Foundations with JavaScript, HTML and CSS
- JavaScript Full-Stack Online Bootcamp
Languages
- Spanish, Native or Bilingual
- Catalan, Native or Bilingual
- English, Full Professional
- French, Limited Working
- Dutch, Limited Working
Accomplishments
- Awarded as a Pacesetter on 2022 (The Pacesetters represent the global top 5 percent of American Express GBT Consumer Travel Network’s)
- 5 times and sub 3h Marathon Finisher
Timeline
Customer Care Team Lead
American Express Global Business Travel
05.2023 - Current
Senior Business Travel Counselor
American Express Global Business Travel
09.2021 - 05.2023
Business Travel Counselor
American Express Global Business Travel
11.2016 - 09.2021
Travel Agent
eDreams
08.2015 - 11.2016
Social Media Customer Contact Representative
KLM
11.2013 - 04.2015
JavaScript Full-Stack Online Bootcamp - Web development
Barcelona Code School
Programming Foundations With JavaScript, HTML And CSS - Web Development
Duke University - Coursera
Bachelor's Degree - History
Universitat de Barcelona
Humanities Exchange Programme - Humanities/Humanistic Studies
University of Amsterdam
Bachelor's Degree - Journalism
Universitat Pompeu Fabra
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