nestor aguilar rodriguez

Restructured the full Sales and CX department, managing a multilingual team of 30 FTE and leading CX and Sales as a unified function across 6 markets. Launched a pre-sales chatbot with 50% query deflection and 90% CSAT, and rebuilt the ticketing CRM.

Managed CX across France, Italy, Spain, and Portugal, achieving #1 customer satisfaction in EMEA. Led a BPO restructure to two specialised partners and managed 250+ agents, improving cost efficiency and SLA performance.

Built the CX operation for Spain and Italy from zero, managing an internal team of 18 specialists and 3 international BPO partners with 120+ agents. Rolled out AI and automation, raising CSAT by 12% and engagement scores by 20%.

Led the Customer Readiness team through a large-scale technology migration across European markets, setting KPIs and managing timelines. Coordinated with CRM and IT teams and developed a communications strategy including customer briefings and workshops.

Managed a team of 4 sales representatives and led customer-facing programmes that drove 15% YoY sales growth. Delivered product training and provided expert guidance on procedures, regulation, and taxation.

Completed a Diploma in Management Skills from The Power MBA in Madrid, Spain, from 2022 to 2023.

Earned a Master's Degree in Digital Marketing & Communication from the Universidad de Barcelona, Spain, from 2016 to 2017.

Completed a Bachelor's Degree in Business Administration & Leadership from Basque University, Spain, from 2012 to 2015.

Earned a University Diploma in International Commerce from Mondragon Business University, Spain, from 2006 to 2009.