Bernat Brustenga

Customer Operations Specialist
London, England, United Kingdom

Professional Overview

Bernat Brustenga is a seasoned Customer Operations Specialist with over a decade of experience in the food and beverage industry. He excels at delivering exceptional customer service, managing operations, and driving process improvements to enhance overall efficiency and customer satisfaction.

Experience Summary

Current Role

Customer Operations Specialist, Gemba (2022-09-01 to Present)

• Responsible for handling a wide range of customer inquiries, complaints, and requests in a timely and professional manner

• Collaborates with cross-functional teams to identify and implement process improvements that enhance the customer experience

• Analyzes customer data and feedback to generate actionable insights that inform strategic decision-making

• Provides training and mentorship to junior customer service staff, fostering a culture of continuous learning and development

Career Progression

Supervisor, Urban Baristas (2021-09-01 to 2022-09-01)

• Effectively managed a team of baristas, ensuring efficient daily operations and maintaining high standards of customer service

• Implemented new inventory management systems and streamlined procurement processes, resulting in a 15% reduction in operational costs

• Spearheaded the development and implementation of a comprehensive staff training program, leading to a 20% improvement in customer satisfaction ratings

Barista, Redemption Roasters, Proper coffee, The New Black Coffee, The Black Penny (2018-05-01 to 2021-08-01)

• Honed expertise in coffee preparation, customer service, and maintaining a welcoming and efficient cafe environment

• Consistently received positive customer feedback and recognition for exceptional service and attention to detail

General Manager, Coco di Mama (2014-06-01 to 2018-04-01)

• Oversaw all aspects of daily operations, including staffing, inventory management, and financial reporting

• Implemented innovative marketing strategies that contributed to a 25% increase in customer traffic and revenue growth

Team Supervisor, Poncho 8 (2013-03-01 to 2014-06-01)

• Coordinated and supervised a team of front-of-house staff, ensuring seamless service delivery and adherence to company policies

• Played a key role in the successful expansion of the business to two additional locations

Bar Staff, Princi (2012-06-01 to 2013-03-01)

• Gained valuable experience in a fast-paced, high-volume bar environment, developing strong customer service and multitasking skills

Academic Background

• Diploma in Hospitality Management, London Metropolitan University

Areas of Expertise

• Customer service excellence

• Operations management and process optimization

• Team leadership and staff development

• Inventory control and supply chain management

• Data analysis and insights-driven decision-making

Professional Impact

• Recognized for consistently exceeding customer satisfaction targets and driving process improvements

• Instrumental in the successful expansion of business operations and implementation of innovative practices

• Demonstrated ability to motivate and train teams, fostering a positive work culture and high-performing environment

Conclusion

With his extensive experience in the food and beverage industry, Bernat Brustenga has established himself as a Customer Operations Specialist with a proven track record of delivering exceptional customer service, driving operational efficiencies, and leading high-performing teams. His versatile skill set and unwavering commitment to continuous improvement make him a valuable asset to any organization seeking to enhance its customer experience and operational excellence.