Jaime Hartley-Ribeiro

Develop and implement training programs, facilitate cross-departmental workshops, and manage HR processes including contracts, terminations, conflict resolution, and employee relations to drive engagement and compliance.

Assessed training needs, developed and deployed programs and e-learning via LMS, and measured effectiveness through feedback and performance metrics to align learning with business objectives.

Conducted quality reviews of customer interactions, delivered feedback and coaching to agents, and implemented process improvements to increase efficiency and service quality.

Created online learning content and digital campaigns, increased completion rates across countries, and managed mandatory compliance training and function-specific learning plans.

Designed and ran the Customer Service Academy, onboarded and trained over 250 new hires in 2017, and delivered soft-skills and systems training to improve service consistency.

Performed quality checks, delivered country-specific training, and managed escalated customer issues to uphold service standards.

Handled customer queries via phone, email, and social media, delivering high-quality service and enhancing customer experience through proactive support.

Completed a Public Relations degree with training in communication techniques, stakeholder management, marketing, advertising, and crisis management.