Ferran Ariño

Lead the Iberian Customer Care team for B2B clients, ensuring a high-quality support experience across multiple channels (phone, email, platform). Collaborate closely with Sales, Product, and Operations to improve the full customer journey and ensure service alignment. Develop and roll out onboarding, training, and retention strategies that increase customer engagement and team performance. Design internal processes and tracking systems (KPI/OKR) to monitor satisfaction, reduce churn, and improve response times. Build a team culture based on trust, autonomy, and continuous improvement, supporting each member's professional growth.

Managed a portfolio of B2C clients, acting as their main point of contact and ensuring high satisfaction across all stages of service. Handled communication and case resolution via calls, email, WhatsApp, and social media. Used data insights and KPIs to identify customer needs, retention risks, and growth opportunities. Coordinated logistics and field service operations, helping streamline communication between departments and clients.

Managed daily scheduling for real estate agents in Barcelona and Madrid, optimizing routes and reducing overlaps or conflicts. Maintained proactive contact with leads and clients to confirm meetings, resolve concerns, and increase satisfaction. Supported the sales team by ensuring a smooth pipeline of appointments and consistent communication flow.