Benjamin De Zaldivar Email & Phone Number

Lisbon, Portugal

Lisbon, Portugal

As the Training and Quality Manager for a leading video content platform, I managed and developed the Independent Quality Analysts operation across four verticals and 15 languages. My role encompassed a wide range of responsibilities, all driven by data and centered around people development:- Spearheaded the development and implementation of comprehensive.

Lisbon, Portugal

As a Training and Quality Manager, I led diverse customer support teams across multiple countries. I revamped the quality and training frameworks for both a leading consumer goods company and an e-mobility client. My data-driven, people-centric solutions, including enhanced CSAT analysis, redesign of coaching frameworks, and comprehensive onboarding.

Lisbon, Lisbon, Portugal

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.

Lisbon, Lisbon, Portugal

• 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… Show more
• 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. Show less

Lisbon, Lisbon, Portugal

• Provided training to groups of 4 to 20 participants in both short and long training sessions (few hours to several weeks).
• Delivered, created the training structure and material for the competition ESCDA (Élu Service Client De l’Année – Customer Service of the Year), winning the 2020 edition.
• Performed continuous evaluation of content and plans in order to enhance delivery and improve effectiveness.
• Identified and proactively solved internal challenges related to employee… Show more
• Identified and proactively solved internal challenges related to employee turnover by restructuring and modernizing training approaches.
• Quickly adapted training plans for client needs, keeping timelines, budgets and desires in mind. Show less

Lisbon, Lisbon, Portugal

• Managed and provided coaching and training to a team of 10 junior employees.
• Continuously researched product’s technical specifications and processes to accurately communicate information and streamline processes.
• Created support documentation that empowered and enabled user community to extend skills, leverage system features and overcome challenges with no intervention from the support team.

Lisbon, Lisbon, Portugal

• Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
• Sought out learning opportunities to enhance customer relationship management abilities and further boost satisfaction and performance scores.
• Maintained accurate customer account data with manual form processing and digital information update.

Geneva, Switzerland

• 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.

Annemasse, Auvergne-Rhône-Alpes, France

• 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.

Bassens, Auvergne-Rhône-Alpes, France