William Braido Email & Phone Number

Greater Barcelona Metropolitan Area

⬝ Own and design processes for effective sourcing, onboarding, and cooperation with freelancers and agencies, including legal, financial, budgeting, negotiations, and payments.⬝ Lead quality assurance of freelancer and agency work, analyze performance, and build feedback loops.⬝ Independently perform quantitative and qualitative analysis for complex cases.

Barcelona, Catalonia, Spain

⬝ Managing and coordinating the content labeling process, leveraging internal and external tools and resources to ensure high-quality data.⬝ Providing data engineers, data analysts, and data scientists with recommendations on data collection, problem scope, and quality standards for data labeling processes.⬝ Eliciting data labeling requirements from.

Barcelona, Catalonia, Spain

Barcelona, Catalonia, Spain

⬝ Developed and executed strategies to increase market share, drive traffic and expand content reach.⬝ Evaluated and communicated the impact of content initiatives based on predefined KPIs.⬝ Actively and continuously contributed to the ideation of new tools, features, and workflows.⬝ Utilized tools such as internal CMS, SemRush, SimilarWeb, and Google.

Barcelona, Catalonia, Spain

⬝ Developed and executed a comprehensive quality framework/taxonomy for all supported channels, including phone, email, and chat.⬝ Conducted and led quality calibrations across clients and analysts to ensure consistency and accuracy.⬝ Revitalized the agent onboarding and knowledge base processes, introducing innovative solutions for structuring and.

Barcelona, Catalonia, Spain

⬝ Managed and evaluated the Customer Service department with ~70 agents for various markets, including German, Norwegian, Finish, Swedish, EUA, Canadian, and Japanese.⬝ Leveraged data and metrics to drive continuous improvements, collaborating with Technology, Quality, HR, L&D, and Customer Service departments to meet their needs.⬝ Designed and delivered.

Barcelona, Catalonia, Spain

Barcelona, Catalonia, Spain

⬝ Launched a support team within the new service provider, fostering a culture of open communication and collaboration.⬝ Successfully managed a diverse team of ~60 agents across multiple markets, including Spanish, German, French, Italian, Portuguese, USA, Canadian, Dutch, and Japanese.⬝ Developed and implemented quality metrics, and provided regular.

Barcelona, Catalonia, Spain

⬝ Successfully led a team of ~50 agents for Brazilian and Portuguese markets, consistently achieving defined KPIs within established SLA.⬝ Oversaw Quality flow within the team, through 1:1's, action, and coaching plans.⬝ Collaborated with High Management, SME team, and Client to ensure team and overheads were calibrated.⬝ Utilized internal tools, CRM, call.

Barcelona, Catalonia, Spain

⬝ Provided effective and timely solutions and guidance to first-level Tier agents across the globe through various communication channels, including voice, chat, and email, covering Payments, Digital content, and Hardware domains.⬝ Examined contacts from Tier 1 agents and pinpointed the root causes of dissatisfaction with support interactions.⬝ Designed.

Barcelona, Catalonia, Spain

⬝ Expertly resolved and escalated customer inquiries related to digital content, hardware, and payment issues, ensuring a high level of customer satisfaction and efficient resolution of concerns.

Master Of Artificial Intelligence

In progress.

Master Of Business Administration - Mba

In progress.

Growth Marketing Minidegree

Bachelor Of Fine Arts - Bfa, Dramatic Arts And Filmmaking