Eduardo (Eddie) Ahnert

• Manages the Quality Assurance Program (Priceline Corporate). Direct reports: 1 Senior QA Analyst, 5 Product SME. Indirect reports: 5 Center QA Managers, 103 QA Advisors and Leads (off-shore and in the USA).
• Project Manager for multiple QA projects: precision scoring; calibrations; QA automation, involving multiple internal stakeholders such as Product, OPEX, BIZ-OPS, Sales, and Training. Amongst other results: achieved an all-time record CSAT for Priceline Customer Care, sustained since implementation almost a year ago.
• Leads and engages on leveraging initiatives for New Technology, such as automating call sampling; Customer Sentiment Bot; AI interaction scoring; amongst others.
• Holds skip levels with center personnel to collect feedback on training, quality, and overall processes/procedures; converts the feedback into data; shares with other departments.
• Implemented the Sales Quality FLOW (framework), improving overall agent sales by over 5% since implementation.
• Implemented Active QA Loop Initiative: weekly sessions with diverse internal stakeholders - to discuss customer experience with service/website/app/chatbot.
• Co-leads and creates training initiatives virtually (Litmos) and in-classroom, for Support Staff, on coaching; mentoring; team management; and feedback delivering.

Ethics Ambassador: volunteers in the ethics committee, helps ensure Priceline's Code of Conduct is well-known amongst fellow employees. Reports as/when needed to the Compliance Program Director.

• Implemented the quality assurance program, creating a quality framework; quality deep dives; dispute resolution system; and overall quality structure, for sales and support agents, adopting concepts from Lean and Non-violent Communication with a customer-centric approach.
• Lead Quality process implementation, to two different support centres (200+ agents each), in two different countries (Jamaica and Philippines), aside from doing the same in-house (Canada).
• Created training material on LMS, based on trends and data. Also coordinated training sessions for multiple levels, skills and backgrounds.
• Hired and directly managed a team of Quality Team Leaders and indirectly their team of Quality Advisors and Trainers.
• Monitored quality indicators and KPIs, to identify trends, drive accountability and performance.
• Monitored the end-to-end customer journey, analyzing/interpreting data & feedback, and providing guidance to all teams and lines of business involved with our customer care (including sales; support; retention; and escalations/recovery).

• Managed Learning and Quality departments for Booking.com CS in Toronto (470+ employees / multi-channel / B2B and B2C / fraud prevention), and acted as a liaison between the Canadian office and the Global Learning and Quality departments, in Amsterdam.
• Designed and managed Quality projects with regional and global stakeholders (including BPOs). Also implemented those projects at regional and site level.
• Liaised with multiple departments such as Change, IT, HR, Legal, etc. to design learning curricula, using multiple channels and technologies.
• Designed and implemented learning initiatives, with a team of trainers, based on business needs, changes, and hiring seasons (LMS: Degreed). Also conducting evaluations and gathering feedback for any training provided.

• Managed high performing CS teams (B2B and B2C), that exceeded peer average on KPIs, developing CS agents to achieve their career goals. Achievements: Was amongst the top teams for performance, and considered number one team for agent retention in the late shift (out of 25 teams). 17 months in a row #1 team in the NORAM region for Security & Data Privacy scores. Won the WOW award for top performing Team Lead in site.