Director, Customer Experience – QA, Online Reputation & Operational Training

Entertainment Benefits Group (EBG)

June 2019 to October 2021

Role Achievements

  • Effected transformative changes in training by introducing a progressive training system, emphasizing practical experience and interactive engagement, yielding more confident and proficient trainees and saving $2.7 million annually in onboarding and training.
  • Elevated trainee completion rates from 15% to 87% within six months by revamping the training methodology.
  • standards.
  • Successfully unified the previously fragmented QA and training departments, ensuring streamlined communication and cohesiveness.
  • Pioneered a proactive approach to online reputation, extending EBG’s reach and maintaining improved brand image across multiple digital platforms.

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