Héctor Espí Hernández
Lead Engineer in eDreams Odigeo @ Alicante, Valencian Community
Customer Service Professional | Data-Driven | Empowered by Innovation
San Diego, California
A collaborative leader focused on developing and motivating dynamic teams across the organization. Managerial experience technical/customer support professional and BPO service center activities on a multi-site start-up, intermediate, and global scale. Strategic metrics driven and proactive leader with a record of success of the business performance, the voice of the customer (VOC), maintain/improve existing processes and key performance indicators (KPI) aimed to cutting costs, training, quality assurance, workforce management, and significant system enhancements. For instance, initiatives for quality: Utilize existing and new technology by providing employees with the tools they need to improve their processes and to better the customer experience. Experience leading teams responsible for operational business efficiency, enhancement, and transformation for new and existing service centers to support the business needs.