Eric Plá Martín
Customer Support Team Manager
Brno
Summary
Customer support professional with years of experience in team leading looking to expand his horizons and take part in a new challenge. Always keeping in mind a desire to learn something new and develop my best possible version. Ready to improve and help others improve.
Overview
8
8
years of professional experience
7
7
years of post-secondary education
4
4
Languages
Work History
Customer Support Team Manager
Kiwi.com
Brno
04.2019 - Current
- Analysed data related to customer satisfaction, employee productivity and quality assurance in order to ensure KPI delivery and team improvement.
- Organised regular team meetings to discuss updates, applicable processes or share best practices.
- Led coaching sessions with customer support agents to improve their work performance and attitude.
- Cross-departmental collaboration to provide customer cases resolution in a timely and efficient manner.
- Managed escalations via call in order to ensure case resolution for customers at the airport.
- Cooperated with vendor teams across sites, providing guidance and fostering coordination.
- Collaborated in or led projects focusing on customer experience or employee process knowledge.
- Acted as a stand-in in absence of a CS Operations Manager on shift, analysing and reporting daily contact and task volumes to key stakeholders.
Customer Support Specialist
Kiwi.com
Brno
06.2017 - 03.2019
- Provided assistance to customers via inbound calls and emails, guaranteeing a service focused on quality and first contact resolution.
- Assisted customers with disrupted flight itineraries in order to help them arrive to their destination.
- Utilised CRM systems to track customer interactions, document case notes, and access relevant account information.
- Collaborated with multiple customer support teams in order to ensure case resolution and a positive customer experience.
- Acted as a team manager deputy (including a fix period of 4 months). Managed customer escalations, acted as a nexus between management and customer support agents, delivered company updates to the team and provided live assistance to other team members.
Education
Bachelor - English Linguistics
Universitat Jaume I
Castellón, Valencia 09.2014 - 06.2020
High School Diploma -
IES María Carbonell Y Sánchez
Benetusser, Valencia 09.2008 - 06.2014
Skills
Decision-making
Timeline
Customer Support Team Manager
Kiwi.com
04.2019 - Current
Customer Support Specialist
Kiwi.com
06.2017 - 03.2019
Bachelor - English Linguistics
Universitat Jaume I
09.2014 - 06.2020
High School Diploma -
IES María Carbonell Y Sánchez
09.2008 - 06.2014
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