Laura Robayna Gavira
Horsham
Summary
Customer-focused professional with 10+ years' experience supporting customers across financial services and digital platforms. I've worked in fast-paced environments where communication, ownership, and problem-solving are key-supporting customers from onboarding through to resolution while working cross-functionally to improve processes and experience. I'm now looking to move into Customer Success to work more proactively with customers, supporting adoption, building relationships, and driving long-term value. Bilingual in English and Spanish, with experience supporting diverse European customer bases.
Overview
16
16
years of professional experience
Work History
Customer Service & Operations Manager
Oasis Rent a Car
01.2022 - 01.2025
- Managed comprehensive customer experience across bookings, support, follow-up to ensure seamless service delivery
- Streamlined booking and invoicing processes to minimise errors and elevate customer experience
- Acted as escalation point for complex issues, fostering trust and enhancing customer satisfaction
- Built strong relationships through proactive communication and ownership
Service Business Analyst
American Express Technologies
01.2016 - 01.2021
- Managed incident resolution as single point of contact, ensuring timely issue resolution
- Facilitated user onboarding onto new systems, streamlining transition process
- Worked with internal teams to improve usability and performance
- Delivered technical and platform support, enhancing user experience in large-scale digital workplace
Analyst - Service Performance Team Leader
American Express
01.2012 - 01.2016
- Analysed performance metrics and customer feedback to uncover opportunities for service enhancement
- Supported implementation of targeted service improvements focused on customer needs
- Led service teams to enhance customer satisfaction and service consistency
Customer Care Professional
American Express
01.2009 - 01.2011
- Resolved customer issues at first point of contact to improve service efficiency
- Provided front-line support via phone, email, and chat to enhance customer satisfaction
- Facilitated onboarding and training of new team members to ensure effective integration into the team
Education
Bachelor's Degree - Business Management
University of La Laguna
International Business & Finance
NetherlandsSkills
- Customer Support
- Relationship Management
- Onboarding
- Customer Guidance
- SLA Management
- Queue Management
- Process Improvement
- Cross-functional Collaboration
- CRM Systems
- Ticketing Systems
Languages
English
Advanced
C1
Spanish
Proficient
C2
Timeline
Customer Service & Operations Manager
Oasis Rent a Car
01.2022 - 01.2025
Service Business Analyst
American Express Technologies
01.2016 - 01.2021
Analyst - Service Performance Team Leader
American Express
01.2012 - 01.2016
Customer Care Professional
American Express
01.2009 - 01.2011
Bachelor's Degree - Business Management
University of La Laguna