www.linkedin.com/in/pablo-rambla-bravo
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About me
Extrovert and passionate about customer experience, I am data driven Leader with profound knowledge in team building and project management. Through my 10 years of experience, I developed problem-solving and negotiation skills to the high standard, which gave me a benefit while working with different stakeholders and add value to the business.
My experience and skills helped me to improve company processes for the last 3 years while managing high performing teams.
During the last 3 years, I have been working on my core tasks:
Analyzing team's general performance management results.
Driving the team to exceed metrics and KPIs by identifying patterns and creating personalized Action Plans for each of the agents.
Deep Diving into Data to identify root causes for complaints.
Creating a culture of continuous improvements in the processes.
Organizing regular team meetings to maintain team spirit & acknowledge any issues.
Collaborating with other departments to improve strategies and share strategic methods.
Backing up CSM in core and extra tasks.
Addressing performance problems according to company policy in coordination with HR.
Proactively coming up with solutions for problems, managing and implementing all the changes.
Positively challenging processes in order to be more efficient as a team, and also as a company.
Holding monthly 1-2-1´s based on performance, engagement, coaching and feedback.
Being available for employees who experience challenges providing coaching until the resolution.
Ensuring appropriate training and any required resources to perform the office jobs to their best.
Working on myself development, strengths and weaknesses.
Supporting Recruitment process.
Creating an inspiring team environment with an open communication culture.
Recognizing high performance and reward accomplishments.
Calibrating employee bonus to ensure fairness and transparency.
Experience
10 years
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Operations Manager
Booking.com - Vilnius, Lithuania
Room Division ManagementApril 2018 - November 2019 · 1 year and 8 monthsNew customer service site opening in Vilna, Lithuania. Achievements: Customer service site opening in Vilna, Lithuania. Support and manage the growth from 25 to 400 employees. Onboard 30 Team Leaders, manage performance & engagement. Direct support to CSM and Site Leader on core tasks. WFM - workforce management for Team Leaders & Supervisors. Build up seating plan for 400 employees. Drive initiatives to increase Satisfaction in 10%. Improve performance framework and bonus structure. Support HR with recruitment on more than 100 interviews. Rebuild call evaluation process and improve security (GDPR). Core tasks: Support and manage the growth from 75 to 400 employees. Coach and counsel to drive improvements in the team and the Team Leader team. Direct support to CSM and Site Leader. Track and monitor performance levels, and manage under performance. Conduct monthly 1-2-1 meetings to maintain focus and motivation on Customer Service standards and targets. Drive quarterly bonus and performance reviews. Schedule and distribute tasks and projects within the team. Coach and develop the team to be commercially aware when handling customer calls. Be an effective Change Manager and lead the team through such periods, displaying motivating and encouraging behaviors. Collaborating with HR in the recruitment process of new hires. Building strong relationships with other departments within the company. Assist in additional tasks and projects.
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Team Manager
Booking.com - Barcelona, Spain
ManagementMarch 2017 - April 2018 · 1 year and 3 monthsAchievements: Build 15 CS agents team, motivation & performance. Implementation of downtime process. Performance management via 121 and team meetings. Built new process for support staff line to control adherence. Support HR with recruitment on more than 50 interviews. Core tasks: Coach and counsel to drive improvements in the team Track and monitor performance levels, and manage underperformance Conduct monthly 1-2-1 meetings with CSEs of the team to maintain focus and motivation on Customer Service standards and targets. Prepare and conduct quarterly performance reviews and keep track of progress during the year Schedule and distribute tasks and projects within the team Coach and develop the team to be commercially aware when handling customer calls Be an effective Change Manager and lead the team through such periods, displaying motivating and encouraging behaviors Ensure coverage of TL line during opening hours Collaborating with HR in the recruitment process of new hires Building strong relationships with other departments within the company Replace and carry out activities of other Team Leads or the Customer Service Manager if needed Assist in additional tasks and projects
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Senior Partner & Customer Supervisor
Booking.com - Barcelona, Spain
ManagementMarch 2014 - March 2017 · 3 years and 2 monthsBooking.com supervisor managing, supporting and coaching internal stakeholders always following the company values, performance and engagement. Dealing with massive complaints and fraudulent partners and providing legal advice. Awarded in 2015 as best "Out-of-the-box-thinking". TL back up when needed and direct contact with CEO as per budgets required when dealing with massive complaints. Work close with Account management department to keep our partners. Global decisions to maintain loyal guests and partners. Cs Ambassador in Spain and Italy, system training to other Booking departments. CS Ambassador in Spain and Italy, system training to Key partners. Built up training, recruited, trained and coached new supervisors. Opening of new outsourcing CS site in Hannover (Germany). Control adherence and SLA of the supervisor line. Support HR during recruitment process.
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Customer & Partner Specialist
Booking.com - Barcelona, Spain
Customer ServiceMarch 2013 - February 2014 · 1 yearCustomer service representative supporting English, Spanish, French and Italian lines. Dealing with complaints and escalations. Take action for payouts and approvals. Started new project to provide support to accommodations. Coach peers and share knowledge and experience. Keep track of my own KPIs and exceeding in all the levels.
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Manager
MY SPACE BARCELONA SL - Barcelona, Spain
ManagementSeptember 2012 - February 2013 · 6 monthsCoordinate different teams, such as accounts, reservations, housekeeping and maintenance. Analyze team's general performance and results. Control of costs and revenue. Build up strategies for continuous improvement of customer reviews. Drive the team to exceed metrics by creating a high-performance environment. Deep Dive into Data to identify root causes for complaints and to create a culture of continuous improvements in the processes. Organize regular team meetings to maintain team spirit. Take the initiative to act and proactively come up with solutions for problems. Be available for employees who experience work and/or personal challenges providing appropriate coaching, counselling, and direction until the resolution. Ensure everyone has appropriate training and any required resources to perform their jobs. Create an inspiring team environment with an open communication culture. Recognize high performance and reward accomplishments.
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Operations Analyst
Horwath - Barcelona, Spain
Data and AnalyticsJune 2012 - September 2012 · 4 monthsCreate and continuous update data base of partners. Follow up by phone and email. Sales and account management. Negotiation and organizational skills.
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Agente de reservas
Grupo Julià - Barcelona, Spain
ReservationsMay 2011 - October 2011 · 6 monthsReservation management for tourist trips in Barcelona city. Contracts with new partners and maintain existing ones. Design tickets and packages. Sales and control commission. Groups sales and Barcelona trips management, such as FC Barcelona tickets, BCN bus touristic, Sagrada Family visits.
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Reservation Manager
Cathelicopters - Barcelona, Spain
ReservationsMarch 2011 - October 2011 · 9 monthsCoordination of groups for helicopter flights. Manage reservations. Provide customer service and answer questions over the phone, email or face to face. Ensure low costs of trips to increase company revenue.
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Accounting Assistant
Hilton Diagonal Mar Barcelona - Barcelona, Spain
Finance & AccountingSeptember 2009 - February 2010 · 6 monthsTrainee, support to accounts and reservations teams.
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Maître d'hôtel
Neichel Restaurant - Barcelona, Spain
F&B serviceJune 2008 - June 2009 · 1 year and 1 monthResponsible for area in restaurant In Neichel restaurant, by Jean Louis Neichel. 1 Michelin Star http://www.neichel.es/esp/index.html
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Maître d'hôtel
Hotel Dolce Sitges - Sitges, Spain
F&B serviceApril 2008 - July 2008 · 4 monthsBuffet and gastronomic restaurant management. Support, coordination and service.
Education
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Postgrado Marketing Digital
UB Barcelona IL3 - Barcelona, Spain
October 2015 - June 2016 -
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Exchange Tourism Management
UQAM - Montreal, Canada
February 2010 - December 2010 -
Tourism Management
CETT-UB Tourism / Hospitality / Gastronomy - Educational & Research - Barcelona, Spain
September 2008 - June 2011 -
Graduado Superior en F&B
CETT-UB Tourism / Hospitality / Gastronomy - Educational & Research - Barcelona, Spain
September 2006 - June 2008
Languages
4 languages
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Spanish
Native or fluent
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English
Native or fluent
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Italian
Full professional
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French
Professional working
Personal information
Nationalities
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Spanish
Skills
10 skills
- Data processing
- Employee engagement
- Experience in recruitment
- High performance
- High quality service
- Leadership
- process improvements
- project managment
- Stakeholder engagement
- team manage
Additional Information
1 information shared
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Linkedin
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