Daniela B.
Training and Quality Consultant | Instructional Designer
Experience
Mar 2024 - Jun 2025
1 year 4 monthsQuality Team Leader
Fiverr International Inc.
- Led cross-functional initiatives end-to-end to improve key processes, resolve service-delivery gaps, and improve team collaboration, applying innovative methodologies such as Agile.
- Led a team of 5 internal employees and multiple contractors for specific activities.
- Raised agent performance to consistently exceed target (90%) through strategic coaching programs and QA-driven feedback that provided tailored solutions to identified pain points.
- Led the implementation of new quality monitoring platforms and processes, increasing agent engagement by 20% and enhancing senior leadership visibility.
- Increased CSAT and reduced escalation rate through targeted agent coaching and QA scorecard redesign.
Apr 2023 - Feb 2024
11 monthsTraining and Quality Team Leader
Fiverr International Inc.
- Led teams to develop onboarding programs across 3 regions, with revised training strategy aligned with business goals and culture, reducing time-to-competency by 30%.
- Analyzed quality processes, identified pain points, and developed quality protocols that ensured policy compliance.
- Deployed LMS and internal documentation systems, achieving 95% course completion and reducing human error.
- Increased internal collaboration and documentation contributions 3x by launching ownership-driven engagement campaigns.
Jan 2023 - Mar 2023
3 monthsTraining Specialist
Fiverr International Inc.
- Delivered technical training to Marketplace Integrity agents, reducing moderation errors by 20%.
- Designed and maintained an up-to-date knowledge base supporting self-learning and improving case resolution accuracy.
- Streamlined new hire ramp-up through targeted learning materials, cutting time by 25%.
- Partnered with Operations and Policy to align learning materials with platform risk changes.
Jan 2021 - Dec 2022
2 yearsTraining Team Leader
Payoneer Inc.
- Directed training strategy for 500+ agents across 4 regions, reducing onboarding and ongoing training time by 20%.
- Standardized training initiatives across four regions, increasing program consistency and performance.
- Aligned learning goals with QA outcomes to boost training impact and operational KPIs.
- Developed and managed a team of global trainers, delivering high-impact training sessions and development workshops.
- Led the analysis and revamp of the LMS content, boosting training completion by 15%.
- Led a team of 10-15 internal employees distributed in multiple countries.
Aug 2018 - Dec 2020
2 years 5 monthsTraining Specialist
Payoneer Inc.
- Facilitated 300+ global learning sessions and initiated mentorship and coaching programs that raised learner satisfaction.
- Developed blended learning modules for onboarding and skills refreshers, reducing ramp-up time by 20%.
- Maintained LMS content delivery for multiple global hubs, ensuring consistency in curriculum execution.
Summary
Training and Quality Team Leader with over 7 years of experience designing and delivering impactful learning programs for global teams.
Skilled in process analysis and optimization, instructional design, curriculum development, international team management, and leading end-to-end training initiatives that support both employee growth and business strategy.
I led teams that deployed scalable learning paths, implemented innovative processes and digital solutions, managed LMS and LXP platforms, and created knowledge systems that empower teams to boost their performance.
I thrive in fast-paced, high-growth environments where training plays a key role in operational success.
Languages
English
NativePortuguese
NativeHebrew
AdvancedSpanish
IntermediateFrench
IntermediateEducation
Oct 2023 - Jun 2024
MIA Digital University & UDIMA
Master's, Educational Technologies & Instructional Design
Oct 2005 - Jun 2011
University of Lisbon – Faculty of Dental Medicine
Integrated Master's · Dentistry · Lisbon, Portugal
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