Haydée Bernal Email & Phone Number

Malmö, Se

Lund, Skåne County, Sweden

- Defined KPIs to track and measure customer health during their onboarding lifecycle, while socializing them across departments to achieve alignment and understanding.-Participated in the creation of a CSM At Scale team, establishing processes, training, and operating ethos. -Participated in the successful and timely deployment/implementation of a new Customer Success platform. -Optimized the customer journey by improving onboarding processes, procedures, and tools to continually elevate, enhance efficiency and improve Qlik's customer onboarding experience. -Collaborated in the benchmark process for our organization by collecting end-to-end operational and financial data, to gain expert insights for continuous improvement. -Developed prescriptive series of guided steps and resources for our user onboarding, aligned to the digital success strategy.-Key driver for the transition of Customer Support operations to India. Oversee and up-skill new starters on the operation of standardized tools, procedures, and business ethics. -Coaching the team to be change agents and drivers by being the voice of the customer. Increasing customer satisfaction, employee engagement and cross-functional collaboration.

Lund, Sverige

Served as primary customer service provider at the front-end and liaison between customer and apartment owners/managers. Micro-management of booking department dealing with short-term apartment rentals in advertised European cities. Provided accurate communication with local and international clients via email, phone, and chat, to answer any questions involving bookings quickly and effectively and help them find suitable accommodation. Negotiated favorable terms and pricing agreements with apartment owners/managers and other providers to maintain a competitive rate. Searched for alternate apartments to solve double bookings, demonstrating a sense of urgency in making revised accommodation plans and demonstrating sensitivity to the client’s personal needs. Adapted to constantly changing situations and personalities of clients, always ensuring quality service. Management of key European cities to increase supply and demand. Recommended quality improvement based on discussions with customers. Treated emotional customers with delicacy, listening empathetically while maintaining company policy. Represented the company in a positive light.

Mexico

Responsible for coordinating national and international executive coaching events focused on Managerial Effectiveness, Organizational Development, Recruitment and Selection, Training and Development, Organizational Communication, Management by Objectives, Leadership, Strategic Management and Executive Development. Provided comprehensive administrative and logistic support to the company’s consultants, as well as the President and CEO. Responsible for the logistics of flights, lodging, events and meetings of the management consultants and staff. Prepared reports on individual and team achievements (Effectiveness Areas) using the company’s Effectiveware program and other diagnostic instruments. Act with confidence by answering or finding the answers to customer questions and finding solutions to customer issues. Organize delivery of reading materials and/or services to customers, coordinating necessary resources to ensure delivery in a timely, efficient, and satisfactory manner.