Pablo Ferrer-Cid

Experience

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  Los Delirios - Madrid

  Jun 1996 - Jun 2004

  Bar Manager

  Managed the Bar and 9 staff.

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  University of Greenwich

  Jun 2005 - Aug 2006

  Resident Assistant

  Responsible for the welfare of the residents at the Halls keeping a good level of harmony among students from very different backgrounds, countries and lifestyles living together, creating a communication channel between the residents and the University of Greenwich.

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  Mercedes-Benz in the UK

  Sept 2006 - Nov 2013

  Driving Experience Host Manager

  As Driving Experience Host Manager I was responsible for all the different organisational and operational aspects, supervising and coordinating a team of 60 Track Hosts.Welcomed over 300,000 visitors every year. As Track Director on duty I supervised the entire Track department’s operations, driving specialists, track hosts, driving experiences and events on the day whilst maintaining highest standards on Health & Safety. Part of the Track Incident Respond team.Achievements: Coordinated 284,000 adult and 139,000 kids driving experiences, consistently exceeding our guests’ expectations achieving 93+ on our NPS during the last 5 years. Produced the Host Training Manual and delivered the programme which processed approximately 100 candidates per year. Part of the team in charge of planning and delivering over 20 high profile events. Show less

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  Broadminded Events

  Sept 2010 - Oct 2016

  Events Team Leader and Driver

  Supervise and coordinate prestige international events for Jaguar, Land Rover, Porsche, Mercedes-Benz and Bentley. The BBC, Ryder Cup and London to Brighton Classic Car Run.

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  Core Bicycle

  Oct 2013 - Sept 2016

  Translations & voice dubbing

  Translating from Spanish to English content for different web sections and online videos.

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  Truphone

  Nov 2013 - Feb 2015

  Customer Service Manager - Spain

  Team Leader for Spain, I closely monitored a team of 7 agents giving them feedback and encouragement on their performance (NPS & QA), offering support and coaching on a daily basis. I also liaise with operations and sales management from Spain to set up country processes.Part of the Team Leader role is to supervise 6 teams in the UK as well as coordinating with our site in Manila in order to provide 24 / 7 global customer services.Achievements: My average employee engagement was 4.87, the Spanish team had excellent reputation for being a strong, united and very cooperative team, consistently performing at the highest levels and exceeding our KPIs, which was key for our global customer service team to be awarded Best Customer Service in the World and Best Contact Centre in the World at the Contact Centre World Awards in 2014. Show less

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  WorldRemit

  Mar 2015 - Nov 2015

  Customer Service Manager

  Implement new culture and working methods to improve the way in which we deliver world-class service to our customers, coordinating with two other sites in Ireland and US.Heavily involved with recruitment and defining new processes, coaching my Team Managers on improving our NPS, setting up performance reviews, one-to-one and HR processes.Achievements: Planned and facilitated the structure for the customer services department creating 5 Teams, each with their own Team Manager, Deputy and 8 agents. This will enable the department to quickly scale up by creating new teams to allow for the planned growth from 55 agents currently to 120 by the end of the year. Show less

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  Benivo

  Jan 2016 - Oct 2016

  Head of Marketplace

  Start-up providing affordable accommodation for midterm stays.Head of department managing 4 different teams:- Guest Sales- Host Account Managers- Customer Retention- Platform Specialists (working remotely from Armenia)

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  Trouva

  Oct 2016 - Feb 2017

  Operations Manager

  Very young community of boutiques start-up, I was hired to cover the Christmas period to deliver excellent customer services, recruit the team, train and mentor the team leader, set up processes and workflows, create escalation procedure, ticket lifecycle and re-evaluate streamline our parcel delivery services.Achievements: Productivity and efficiency dramatically improved, FRT reduced from 2.5 weeks to 21 minutes, NPS went from 42% to 64% whilst exceeding our sales and orders targets by 15%. Show less

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  ClickMechanic

  Jun 2017 - Dec 2018

  Customer Experience Manager

  Start-up. Online marketplace for car repairs.Achievements:Improved department's KPIsStreamlined customers' lifecycleRevised complaints & escalation processesImproved NPSReviewed workflows and rota to maximise efficiency Structure to the customer experience teamTraining and personal development of agents and TLPromote great work atmosphere

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  DAZN

  Mar 2019 - Jul 2023

  Customer Service Manager

  Over 150 agents divided in 4 teams: Retention, Customer services, Social media and Care plus.Deepdive analysis and reporting. Global strategy and alignment Achievements:Launched Spain as a new marketLaunch of new content rights and tailored plansPartnership with telco providersCreated new team: RetentionOpened new channels: ChatBot and voice

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  Foundever

  Aug 2023 - now

  Director of Operations

  Responsible for the Madrid business unit with over 1000 people and 28 clients/ accounts Strategy, client relationship, growth of new & existing business, maximise financial profitability, efficiency in processes, implementation of AI, improvement of productivity, high performing boutique services