Benjamin De Zaldivar

As the Quality and Training Operations Manager for a leading video content platform, I lead remote global quality operations across 6 verticals, optimizing revenue, team performance, and improving Customer Satisfaction: - Increased revenue by 21% - Restructured hiring, onboarding, and training strategies. - Conducted thorough Root Cause Analysis (RCA) and data analysis to identify trends, improve processes, and enhance quality standards. - Revamped coaching and reporting frameworks, leading to a 20% increase in Quality Accuracy and improvement in support efficiency metrics (Reducing Appeal Rate and increasing insight quality). - Hired and directed a cross-functional team of 30+ Quality Analysts and three Team Leads across multiple regions to achieve an increase in customer satisfaction scores through improved quality and support initiatives. My focus was on creating a supportive, growth-oriented environment that leveraged data-driven insights to continuously achieve ambitious business goals.

Tier Mobility: Developed and executed comprehensive training and QA frameworks for Tier Mobility, resulting in a 25% reduction in response times and a 12% improvement in quality audit scores for customer interactions. This also led to efficiently identifying ongoing training needs and refining the Onboarding of New Hires. Nestle SEM and CEE: Created and Implemented the Quality Assurance and Training Frameworks for the account, from defining standardized SOPs for Interactions and CSat auditing, to both structuring ongoing and onboarding Training, and establishing reporting needs.

Training: Reviewed, updated, and created training approaches related to Soft Skills, Product, Processes, and Compliance. Supported the successful transition to self-paced and self-learning experience creating cost efficient interactive material via Moodle. Quality: Lead the Quality performance of a group of 8-10 agents, from Monitoring, to Coaching plans, PIPs, and Development plans. Created processes related to Quality reporting and translations.

• Led a team 5 Trainers and 5 Quality Analysts to ensure compliance (Legal, medical regulations, GDPR, Client requirements) in all processes over 8 European markets. • Managed preparation for the competition ESCDA (Élu Service Client De l’Année – Customer Service of the Year), winning the 2021 edition. • Updated, reworked and implemented quality control standards, methods and procedures to meet compliance requirements, standardize processes and streamline workflow. • Main stakeholder for all quality and training matters during both internal and external audits. • Mentored and Encouraged employees to strive for excellence while fostering professional growth.

• Developed company’s philosophy and internal work documents to promote and boost Team efficiency. • Created network development strategies. • Developed partnerships in the Beauty and Well-Being industry.

• Developed partnerships in the Beauty and Well-Being industry in China, Hungary and Canada. • Developed and maintained databases to track, analyze and report on performance and sales data. • Streamlined operations and prioritized tasks, allowing senior staff to increase productivity.