About Nick
A Senior Customer Operations Leader with 15+ years of experience driving operational excellence through a pragmatic, collaborative approach. Specialist in scaling diverse teams and balancing short-term tactical objectives with long-term strategic growth. Proven track record in increasing customer loyalty and optimizing multi-million Euro budgets within high-growth Telecom, FinTech, and EdTech sectors.
English
Native or bilingual
Spanish
Fluent
Can work on-site
Barcelona (up to 50km)
Experience
- Adamo Telecom S.L.Customer Processes ManagerSeptember 2020 - Today (5 years and 9 months)Barcelona, Spain• ● Strategic Budget & KPI Oversight: Manage a €2.5M CS budget, consistently delivering a >93% Answer Rate and >80% CSAT score by optimizing resource allocation and workforce management.• ● Process Engineering: Spearheaded comprehensive process mapping of retail post-sales support, standardizing workflows to ensure service quality and operational scalability.• ● Voice of the Customer (VoC): Synthesize CSAT and VoC data to drive strategic decision-making and cross-functional improvements, reducing customer friction points.• ● Operational Excellence: Implemented a Root Cause Analysis (RCA) methodology that streamlined service delivery and eliminated recurring systemic issues.• ● Cost Transformation: Sponsored Lean Six Sigma projects that generated over €0.3M in annual cost reductions.• ● Knowledge Management: Created a centralized Confluence procedural repository for a major BPO migration, reducing agent knowledge search time by 20% and accelerating onboarding.
- Glovo,Global Customer Experience ManagerMay 2019 - March 2020 (10 months)Barcelona, Spain• ● Global QA Framework: Designed and executed Glovo's global Quality Assurance strategy, improving service delivery standards across international markets.• ● Continuous Improvement: Audited global procedures and workflow documentation to identify efficiencies and enhance brand consistency.• ● Performance Culture: Defined CX coaching programs and "Rewards & Recognition" initiatives to drive employee engagement and performance.
- Pearson EducationEMEA Customer Experience ManagerOctober 2015 - April 2019 (3 years and 6 months)• ● Regional Hub Transformation: Led the transition of local European Order Management and CS teams into a centralized European Hub, creating a scalable, multi-channel support solution.• ● Digital Transformation: Partnered with Technology and BPO providers to drive customer self-service adoption and streamline the digital user journey.• ● Financial Efficiency: Managed a €1.5M EMEA CS budget, delivering tangible reductions in customer dissatisfaction metrics while maintaining strict cost targets.
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Education
- Talent Development Programme (Leadership & Strategy)Citigroup EMEATalent Development Programme (Leadership & Strategy)
- Leadership and Management TrainingMRCLeadership and Management Training