Talk to sales Try for Free

Victor Ortuno

Customer Care Professional

297 followers

Berlin, Berlin, Germany

Connect with Victor Ortuno to Send Message

Connect with Victor Ortuno to Send Message

Timeline
About me
Customer Excellence Manager at Emma – The Sleep Company
Education
- Udemy
  -
  Online course Human Resources Management and Services
- Certification in Human Resources Management in Tecla professional school, Lisbon
  2017 - 2018
  Human Resources Management/Personnel Administration, General
- University of Lisbon
  2012 - 2015
  Bachelor's degree sciences communication
Experience
- Sitel
  Oct 2012 - May 2016
  Customer Care Professional
  - Management of customer accounts: Kobo, Airbnb- Data analysis of security issues with customer accounts
- Teleperformance
  Jan 2017 - Jun 2018
  HR Assistant ,TELEPERFORMANCE, Lisbon
  -Assisting in new employee orientations-Recruiting, hiring and training new employees-Scheduling meeting and appointments, maintaining calendars and copying files
- Teleperformance
  May 2019 - Nov 2020
  Customer Success Supervisor: Philips
- Emma – The Sleep Company
  Nov 2020 - now
  - Optimized customer service processes for marketplaces enhancing customer engagement- Data analysis of account health- Leadership and creation of a customer service team for marketplaces - Development of a workflow to implement the customer service structure- Data analysis on customer success KPIs for quality assessments- Development of a workflow for a \textbf{chat bot} to enable automated interactions
  - Customer Success Manager European Marketplaces
    May 2022 - now
  - Customer Excellence Manager LATAM
    Dec 2021 - Aug 2022
  - Customer Excellence Manager
    Jun 2021 - Dec 2021
  - Customer Service Specialist
    Nov 2020 - Jun 2021
Licenses & Certifications
- Oracle Database 12c: SQL Fundamentals
  Udemy: Online Courses
  Mar 2020

Recommendations
...