Bernardo Ferreira Email & Phone Number

Rotterdam, Zh, Nl

Rotterdam, South Holland, Netherlands

- Overall responsibility for customer satisfaction.- Designed and implemented comprehensive training programs for new hires, focusing on technical skills and customer service excellence.- Monitored and evaluated customer interactions to ensure compliance with company standards and quality assurance processes.- Worked closely with other departments to ensure the alignment of training initiatives with overall company goals.

Helsinki, Uusimaa, Finland

Developed and implemented new hire training programs, improving onboarding and operational efficiency by 25%.Boosted KPI performance by 44% through process improvement and training initiatives.- Conducted training sessions on new SOPs and meetings, resulting in improved KPIs and adherence to company OKRs.- Analyzed customer behavior and provided valuable insights to HQ for decision-making.- Developed training manuals for fulfillment and ISO compliance, positively impacting department quality metrics and reducing complaint rates by 4%.- Supported operational projects and company restructuring through change management and targeted training.- Responsible for Customer to Business purchases and product handling. - Product evaluation and customer communication.- Logistical support for customer-related sales from different European markets: Denmark, Sweden, Finland, Italy, Spain, France, Portugal, the Netherlands, Germany, Austria, Belgium, Slovakia, Czech Republic, Poland, and Ireland. - Specialist in order processing and payment transactions using various sales software-related platforms.- Business Development support for upper management, improving customer-centered experiences.-Support of different stations along the production line by implementing new strategies to smooth the overall process and efficiency.

London, England, United Kingdom

- Enhanced reporting systems to improve onboard experience reflection and procedure optimization.- Led international teams, emphasizing safety compliance and customer service excellence.- Elevated passenger service standards and team capabilities through personalized customer interactions, resulting in increased satisfaction ratings.- Set benchmarks for team leadership and CRM best practices.- Trained and mentored staff members at all levels, significantly improving team capabilities and service standards.

Berlin, Germany

- Oversaw customer service and overall onboard service quality.- Developed new emergency situations guidelines and managed team compliance and performance.- Supervised customer service operations, ensuring excellence in customer engagement and operational efficiency.- Conducted aircraft and flight audits, led internal promotion recruitment, and improved communication between base operations and headquarters.

Bergamo, Lombardy, Italy

-Adherence to protocols and procedures whilst maintaining a calm demeanor in stressful situations- Excellent communication and interpersonal skills, having the ability to build rapport with diverse individuals- Sales and upselling techniques, handling cash and transactions accurately- Attention to detail, maintaining a clean and organized workspace- Ability to remain calm and focused under pressure, using quick decision-making skills- Strong teamwork and collaboration skills, ability to work effectively in a team environment.

Civil Engeneering

Math And Sciences, High School/Secondary Diplomas And Certificates