Victor Yanes Segerstrom

Head of Customer Success

Lodgify

Apr 2026 - Current (7 months)

Manager, Customer Success

Lodgify

Nov 2024 - Current (2 years)

Set the strategic vision and success metrics for the Technical Support function, establishing executive-level KPIs to measure effectiveness, quality, and customer impact

Led data-driven analysis of support trends and systemic issues, partnering with Customer Success Operations, Product, and Engineering leadership to drive long-term, scalable resolutions

Owned the design and continuous evolution of global technical support processes, platforms, and knowledge management strategy to support growth and operational maturity

Directed departmental budgeting, financial planning, and capacity modeling to ensure efficient resource utilization and alignment with business objectives

Served as the executive vo

Product & Customer Support Manager

Tugi Tark

Jan 2024 - Nov 2024 (11 months)

Developed Product Strategy: Create and communicate a clear product vision and roadmap aligned with business objectives.

Defined Requirements: Collaborate with stakeholders to gather and prioritize product requirements and create detailed specifications.

Engaged with Customers: Collect and act on client feedback to enhance product value and user satisfaction.

Communicate with Stakeholders: Provide regular updates on product progress and aligned with business goals.

Fostered Continuous Improvement: Apply industry trends and feedback to drive ongoing product enhancements.

Head of CS

Wallbox Chargers

Apr 2021 - Jan 2024 (2 years 10 months)

- Drafts, implements, and executes policies and procedures to facilitate a quality customer service experience.
- Establishes performance metrics for customer service representatives.
- Establishes service levels and requirements for the department.
- Develops and implements methods to record, assess, and analyze customer feedback.
- Develops and implements training and quality assurance programs for new hires and experienced employees.
- Acts as a liaison between the customer service department and other divisions in the company.
- Leads the recruitment strategies
- Overall responsibility for the development, performance and maintenance of the customer service activities of the organization
- Delegat

Learning & Quality Manager

Bookingcom

Feb 2020 - Mar 2021 (1 year 2 months)

- Drive CS site performance: Partner and consult with the site operational leadership team to conduct quantitative & qualitative analysis of site and regional performance.
- Quality solutions or plans to improve performance & close learning or knowledge gaps: Look holistically at the site KPI
-Develop Learning & Quality team members:
- Drive execution of quality operating model & standards: responsible for strategy and calibration indicators.
- Recruitment feedback: Accountability towards new hire development.
- Training planning
- Recruitment
- Project management

Advanced Roles Manager

Bookingcom

May 2017 - Feb 2020 (2 years 10 months)

- Take ownership for team results and provide daily leadership to a team of multilingual senior agents handling urgent and/or sensitive high risk cases to achieve department targets
- Manage the process of data analysis, feedback and recommendations for improvements by the team, focused on preventing issues from becoming complaints or escalated issues
- Serves as an expert Team Lead that supports the operation.
- Be an effective change manager, who knows how to handle periods of change and lead a team through this by displaying motivating and encouraging behaviors.
- Understand development needs and provide coaching, training and support to team members.
- Effectively use business tools to monitor team performance a

Partner Team Leader

Bookingcom

Mar 2017 - Apr 2017 (2 months)

- Lead and motivate an environment that embraces change, cultivate service excellence, productivity, growth, empowerment, teamwork and high self-esteem;
- Resolve escalated partner queries effectively;
- Identify, assess, and resolve performance issues with team members;
- Effectively manage conflicts and change with positive results;
- Analyze, plan, organize, control and troubleshoot work activities and processes;
- Build a strong sense of purpose and engage the team to work together to achieve the goals;
- Identify areas of improvement and act upon.

Guest Team Leader

Bookingcom

Dec 2014 - Feb 2017 (2 years 3 months)

- Lead and motivate an environment that embraces change, cultivate service excellence, productivity, growth, empowerment, teamwork and high self-esteem;
- Resolve escalated guest queries effectively;
- Identify, assess, and resolve performance issues with team members;
- Effectively manage conflicts and change with positive results;
- Analyze, plan, organize, control and troubleshoot work activities and processes;
- Build a strong sense of purpose and engage the team to work together to achieve the goals;
- Identify areas of improvement and act upon.

Senior Customer Executive

Bookingcom

Apr 2013 - Nov 2014 (1 year 8 months)

- Supporting our operational teams, guiding them to the advised approach and stimulating an out-of-the-box mindset, acting as a role model.
- Being an expert on guideline/system changes in order to achieve high-quality service.
- Taking over escalated calls by CS teams to the Senior Team and handle them accordingly, focusing on a positive on maintaining loyalty.
- Identifying coaching opportunities for agents and sharing them to Team Leaders in regards to skills, knowledge, training, systems, and procedures.
- Ensure coverage of Support Line during opening hours.
- Work closely with other departments to ensure collaboration and consistency in the execution of procedures (e.g. Partner Services, Credit Control).

Marketing Assistant

Munters

Aug 2012 - Dec 2012 (5 months)

- Defining Research Objectives: Clearly outline the goals and objectives of your market research.

- Determine what specific information you need to gather to inform your marketing decisions.

- Identifying Target Audience: Define your target audience or market segment. Understand their demographics, psychographics, behaviors, and preferences to tailor your marketing efforts effectively.

- Choosing Research Methods: Select appropriate research methods based on your objectives and available resources. This may include qualitative methods such as interviews and focus groups, or quantitative methods such as surveys and data analysis.

- Data Collection: Collect relevant data using chosen research metho

Customer Care Executive

Bookingcom

Mar 2012 - Mar 2013 (1 year 1 month)

Victor Yanes Segerstrom

About

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Résumé

Victor Yanes Segerstrom

About

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Behavioral traits