Ruben Sylva Email & Phone Number

London, England, United Kingdom

- Managed and supervised a team of 10 swimming instructors - Coordinated with other departments to ensure the smooth operation of the aquatic centre - Oversaw the maintenance, platoon and cleanliness of the pool and facilities - Responsible for the commercial, sales, quality, and swimming operations of the venue. –- Understand and use KPIs to improve commercial performance of the sites pool programme Implement the organisation’s growth and retention plan to drive income… Show more - Managed and supervised a team of 10 swimming instructors - Coordinated with other departments to ensure the smooth operation of the aquatic centre - Oversaw the maintenance, platoon and cleanliness of the pool and facilities - Responsible for the commercial, sales, quality, and swimming operations of the venue. –- Understand and use KPIs to improve commercial performance of the sites pool programme Implement the organisation’s growth and retention plan to drive income - Implement a strong focus on customer experience through post booking calls and constant checks on quality of service delivered Show less

London, United Kingdom

• Co-ordinate the efficient and effective deployment of the team, to meet the customer and business needs• To successfully meet KPI targets• Monitoring staff arrival times, behaviour and teaching quality• Training and motivate swimming instructors to deliver the highest quality of swimming tuition and customer care.• Running instructor team meetings• Managing the smooth and efficient delivery of the lesson program within my area

London, United Kingdom

• Dealing with enquiries & answering calls from new and existing customers in English and Spanish, providing customers information about company service and products.• Suggesting solutions to customers in a positive manner and dealing with all escalated complaints and enquiries efficiently and effectively. • Achieving the highest customer retention levels across the company regarding B2B and B2C clients.• Familiar with all with Microsoft packages and CRM systems.

London, United Kingdom

• Supervised the swimming hall, taking responsibility of the safety of its visitors and carrying out any necessary rescue, as well as initiating other emergency actions.• Ensured a pleasant environment for visitors by responding to customer wishes swiftly and supervising the adherence to the centre’s safety regulations.

Guayaquil, Ecuador

• Track & Trace of shipments: Continuous tracking of the status of the customer’s cargo while providing constant support and solving any potential issues• Building, maintaining and improving customer relationships through regular analysis of feedback reports and survey statistics• Liaising with other departments (including Marketing) to ensure a high and consistent level of customer satisfaction

Guayaquil, Ecuador

• Achieved the highest customer retention levels across the company regarding B2B and VIP clients.• Strengthened customer relations through proactive personal visits to a client’s premises and ongoing reviews of the services provided in order to respond to dissatisfactions quickly and efficiently.• Kept a constant open dialogue with customers and not only fulfilled, but exceeded their expectations on numerous occasions, based on analysis of satisfaction levels.• Handled complaints… Show more • Achieved the highest customer retention levels across the company regarding B2B and VIP clients.• Strengthened customer relations through proactive personal visits to a client’s premises and ongoing reviews of the services provided in order to respond to dissatisfactions quickly and efficiently.• Kept a constant open dialogue with customers and not only fulfilled, but exceeded their expectations on numerous occasions, based on analysis of satisfaction levels.• Handled complaints management procedures by resolving issues quickly as well as providing key suggestions for future improvements across all departments. Show less

Guayaquil,Ecuador

• Analysed the correct application of the HS code classification to ensure an efficient import process and minimize the financial risk of penalties for the customer (HS Code is an internationally standardized system to classify goods in areas such as trade, tax and economic policies).

Guayaquil, Ecuador

•Verified the merchandise imported into the country, regarding quantity, quality and value.•Managed investigations of incorrect customs declarations to guarantee a legally sound resolution for all parties involved.

Master Of Science (Msc), Marketing And Advertising, Pass

with specialism in Digital Marketing

Ba (Hons), International Business, Trade, And Tax Law, Pass

Assistant Swimming Coach

Personal Training Level 3

Level 3 Plantroon Operator

Qualified Instructor

Swimming Teacher Level 1 And 2, London