Víctor Bosch

Víctor Bosch

Head of Customer Experience

Berlin, Berlin, Deutschland
740 Follower:innen 500+ Kontakte

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A highly motivated, reliable multi-lingual results-oriented professional with Master’s level Executive Production and Management qualifications, and wide-ranging operational and research experience.
An outgoing team player with extended expertise in Excel, reporting, and finance, as well as a customer-centric problem-solver with project and team management skills. Possesses excellent stakeholder management, coordination, and communication skills, being able to focus and complete tasks working on pressurised environments.
Always very willing to expand and show improvement through fast-learning abilities. Now seeking a challenging role in which transferable skillset can be leveraged to deliver added value.

Aktivitäten

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Berufserfahrung

  • Ada Health Grafik

    Head Of Customer Experience

    Ada Health

    –Heute 2 Jahre 7 Monate

    Berlin, Germany

    As the Head of Customer Experience at Ada Health, I am responsible for ensuring that our customers have an exceptional experience from the moment they interact with our brand. My key responsibilities include:
    Leading a team of customer support representatives and creating a customer-centric culture that puts the customer first.
    Developing and implementing customer experience strategies that align with business objectives and drive customer satisfaction and loyalty.
    Conducting customer…

    As the Head of Customer Experience at Ada Health, I am responsible for ensuring that our customers have an exceptional experience from the moment they interact with our brand. My key responsibilities include:
    Leading a team of customer support representatives and creating a customer-centric culture that puts the customer first.
    Developing and implementing customer experience strategies that align with business objectives and drive customer satisfaction and loyalty.
    Conducting customer research and using customer feedback to continuously improve the customer experience.
    Implementing and managing customer service technology tools to optimize service delivery and enhance the customer experience.
    Collaborating with cross-functional teams including marketing, product, and operations to improve customer experience touchpoints throughout the customer journey.
    Establishing and monitoring customer experience metrics to track performance and identify areas for improvement.

  • Teladoc Health Grafik

    Team Leader

    Teladoc Health

    – 11 Monaten

    Brighton, England, United Kingdom

    Worked as a Team Leader for the Customer Service of a virtual medical assistance company, providing GP consultations among other specialities.
    Managed a team of 5 agents, provided leadership and direction for employees, supervised activities to drive productivity, quality and efficiency.
    Allocated all work assignments within the team as well as motivated them to achieve high standards and KPI targets.
    Provided full training for new agents as well as ongoing staff training for current…

    Worked as a Team Leader for the Customer Service of a virtual medical assistance company, providing GP consultations among other specialities.
    Managed a team of 5 agents, provided leadership and direction for employees, supervised activities to drive productivity, quality and efficiency.
    Allocated all work assignments within the team as well as motivated them to achieve high standards and KPI targets.
    Provided full training for new agents as well as ongoing staff training for current employees.
    Organized the team’s rotas, managed agent’s sickness, attendance and annual leave.
    Created a full new online manual for trainees and for current employees.
    Interviewed potential candidates to be added to the team.

  • Mayday Group Limited Grafik

    Senior International Case Manager & Linguist

    Mayday Group Limited

    – 2 Jahre 4 Monate

    Brighton and Hove, England, United Kingdom

    Provided advice and assistance for travellers in need of medical attention while overseas or within the UK on behalf of numerous travel insurers delivering high standard customer service. Liased with hospitals, medical centres and third party agents as well as arrange international medical escorted repatriations.
    Achieved promotion to Senior within 10 months.

  • ScreenDog Productions Grafik

    Production Assistant

    ScreenDog Productions

    – 7 Monaten

    Brighton, United Kingdom

    I joined a team of series production experts on a hurricane documentary project: Hurricane Man (Dave Channel).
    In this role I carried out the reconciliation of the expenses for a team of 6, assisted the production executive with Excel supported budgeting and organisation tasks as well as translated interviews and recordings from Spanish to English, drafted subtitles for finished product.

  • DXC Technology Grafik

    Controller

    DXC Technology

    – 1 Jahr 5 Monate

    Barcelona Area, Spain

    I supervised a team of 100+ for the Spanish property management call centre Servihabitat under the DXC group. I directly dealt with the project manager to achieve KPI’s as required. I also created and improved Excel spreadsheets to analyse and produce data and reports for the client.
    I was promoted from Call Centre Representative to Team Controller within 2 months.

  • Palma Pictures Grafik

    Production Assistant

    Palma Pictures

    – 1 Jahr 7 Monate

    Palma Area, Spain

    Worked for this Spanish production company getting involved with projects such as Amstel commercials, “Un Petit Boulot” movie and the first two seasons of “Love Island” Reality Show.
    I assisted directors and executives to produce and organise shoots, created Excel spreadsheets schedules and budgets for production teams and shoot assistants as well as planned travels and accommodations for actors, crew and production executives.

  • Arvato Grafik

    Team Leader

    Arvato

    – 1 Jahr 6 Monate

    Madrid Area, Spain

    I managed a team of 10 Customer Service Representatives. I monitored calls to ensure the high standards required were met, leading to delivering the established objectives and KPI’s.
    I also realised periodic meetings with the Representatives providing guidance and advice to improve the quality delivered and developed and maintained daily and monthly reports for the client.

  • Emergia Contact Center Grafik

    Customer Service Team Lead

    Emergia Contact Center

    – 1 Jahr 10 Monate

    Terrassa, Catalonia, Spain

    I managed a team of fifteen Sales Trainees. I monitored and evaluated calls providing advise to the Sales Trainees.
    Worked out the rota and breaks for a team of 80+ people.
    I stretched an efficient strategy to drive productivity levels and times on the platform.

Ausbildung

  • Escuela TAI Grafik

    Escuela TAI

    Master in Executive Production and Management of Audiovisual Companies

    –

    Accomplishing subjects focused in production like Marketing, Laws, Business, Media, Audiovisual aesthetics or Formats with recognized professionals of the audiovisual sector.

  • Santa Eulalia College

    Imagen

    –

    Higher Technical Degree in Lighting, Capture and Image processing.

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