Rodrigo Ruiz

Chief of Staff at Umber Health · Customer operations

Umber Health

Barcelona, Spain · CET (UTC+1)

12+ years experience

Humboldt University of Berlin

English, Spanish

Messaging unavailable

Overview

Based in Barcelona. I work on customer operations at Umber Health. Brought support first-response time from 27 hours to under 1. Before that: Microsoft and Spotify. Most at home with quality and workforce planning.

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Working sessions on customer support

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Checks messages twice a week

Skills

Zendeskworkforce planningcustomer supportquality

Experience

Chief of Staff
May 2026 - Present
Umber Health · 5 mo · Contract · Barcelona, Spain
- Launched operations in 14 cities.
- Brought support first-response time from 29 hours to under 1.
- Rebuilt the planning process the company still runs every quarter.
Program Manager
Oct 2023 - May 2026
Microsoft · 2 yr 7 mo · Full-time · Barcelona, Spain
- Ran the support program across 14 teams to launch on schedule.
Senior Program Manager
Sep 2021 - Oct 2023
Spotify · 2 yr 1 mo · Full-time · Barcelona, Spain
- Launched operations in 25 cities.
- Cut cost per order by 19% with routing and staffing changes.
Operations Associate
Feb 2018 - Sep 2021
IKEA · 3 yr 7 mo · Full-time · Barcelona, Spain
- Secured 3 payments licences.
Program Manager
Aug 2014 - Oct 2017
BlaBlaCar · 3 yr 2 mo · Full-time · Barcelona, Spain
- Ran the support program across 14 teams to launch on schedule.
- Cut cost per order by 16% with routing and staffing changes.

References

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Education

Humboldt University of Berlin
BA, Mechanical Engineering
2009 - 2012

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