Malt is officially live for freelancers in the United Kingdom 🇬🇧! Create your profile today, so you’re ready to land new projects the minute we open the platform for companies.
Any questions? Contact our team at [email protected]

Browse profiles Post a project
Malt welcom

Welcome to Benonica's freelance profile!

Malt gives you access to the best freelancers for your projects. Contact Benonica to discuss your project or search for other freelancer profiles on Malt.

Benonica A.

Customer Service Leader|Consultant

Can work in or around Hilversum, Amsterdam, Utrecht, The Hague

  • 52.22567
  • 5.175092
  • Suggested rate £888 / day
  • Experience 7+ years
Propose a project The project will begin once you accept Benonica's quote.

This freelancer is available part-time (4 days per week) but hasn't confirmed their availability in over 7 days.

Part-time, 4 days per week

Propose a project The project will begin once you accept Benonica's quote.

Location and workplace preferences

Location
Hilversum, NH, Netherlands
Can work onsite in your office in
  • around Hilversum and 50km
  • Around Amsterdam and 10km
  • Around Utrecht and 10km
  • Around The Hague and 10km

Preferences

Project length
  • ≤ 1 week
  • ≤ 1 month
  • Between 1-3 months
  • Between 3-6 months
  • ≥ 6 months

Verifications

Freelancer code of conduct signed
Read the Malt code of conduct

Verified email

Languages

  • English

    Fluent

  • French

    Conversational

  • Spanish

    Conversational

  • Romanian

    Native or bilingual

Categories

Skills (20)

Benonica in a few words

Customer Service Operations Leader & Consultant, with 14 years experience in customer service operations management, process mapping, tools optimization, training and consulting. Award-winning customer service leader & consultant with 14 years experience in customer service operations management, process mapping, tools optimization, and training for CS agents, team leads and managers. I consult startups and enterprises to improve their customer satisfaction and retention, optimizing processes, optimizing help centers, reducing high volume-low value interactions and optimizing service cost.

Experience

ORDERCHAMP

E-commerce

Head of Customer Operations  - As a freelancer

Amsterdam, Netherlands

August 2021 - Today (1 year and 3 months)

Leading the Customer Operations org - made of 4 teams: Customer Support, Inventory Management & Integrations (Tech Support), Customer Onboarding, and Customer Success. Responsible for overall customer experience, while actively involved in developing our payments, shipping & logistics propositions. Reporting to Co-founder & COO.
------- Orderchamp is reimagining wholesale by empowering retailers and brands with technological solutions that help them succeed in tomorrow's market. We're using the power of curation, technology, data, and machine learning to connect a community of over 75,000 independent retailers and 4,500 brands across the globe. We support local boutique owners in discovering new bestsellers for their store and help brands to grow beyond borders. #wholesale #marketplace #thinkbig #growtogether #dotherightthing #pushboundaries

Helpino

Consulting & Audits

Founder  - As a freelancer

Amsterdam, Netherlands

August 2019 - Today (3 years and 3 months)

Customer Experience consulting firm. We consult on success & support strategy, processes mapping, quality monitoring, strategies to build customer success & customer support teams at startups and scaleups, CX strategies to increase CSAT, NPS & retention, and setting up the right tools/digital solutions your company needs to deliver amazing customer experiences.

HUNKEMÖLLER

E-commerce

Advisor to COO  - As a freelancer

Amsterdam, Netherlands

November 2019 - August 2021 (1 year and 9 months)

COO advisory and strategic consulting on customer experience and customer service operations. Also functioning as Head of Customer Service Product Management for a strategic CX Digital Transformation project for Hunkemoller, mandated by the COO, related to improving customer service channel offering, moving from legacy tools to Salesforce cloud-based solutions, building complex integrations related to payments tools, order management systems, loyalty systems into Salesforce Service Cloud for a better customer service agent experience and a 360 degree view of the customer. Responsible for mapping, redesigning and improving all customer service related processes, from Quality Assurance to Training, Performance Management, CS Insights & Reporting, etc.

Bird - BIRD

Tech

Senior Community Operations Manager, EMEA

Amsterdam, Netherlands

October 2018 - October 2019 (1 year)

Leading the EMEA Customer Experience organization, responsible for: Rider, Charger and Mechanic Customer Service, Rider Acquisition, Rider Onboarding & Activation, Trust & Safety, Rider Insights, Rider Advocacy & Engagement and Rider Fraud & Compliance across EMEA.
• launched 6 countries and 15+ cities in <1 year
• automated charger onboarding flows, cutting time to activation by 50%
• created a Success Content Library that supported our engagement &
education practice for chargers, decreasing Charger Support volume by 40%
& reducing Churn by 15%
• decreased global CS cost by 35% by adding 2 BPO providers
• increased CSAT from 79% to 91%
• decreased first response time from >3h to <20 min
• introduced playbooks for new market launches to scale efficiently
• launched the Fraud team, achieving a fraud loss identification pattern saving
the company over 350k

Netflix - Netflix Germany

Tech

EMEA CS Operations Manager

Amsterdam, Netherlands

January 2018 - September 2018 (8 months)

Managed the EMEA Customer Service Operations (10+ languages, over 600 FTEs insourced and outsourced).
• increased first contact resolution from 82% to 90%
• increased customer satisfaction from 86% to 91%
• reduced AHT from 7min to 5min through knowledge trees & on-screen
pop-up guides

Sutherland

Tech

Head of CX Solutions, Tech Vertical

January 2016 - January 2018 (2 years)

Sutherland

Global Service Delivery Head (leading the Spotify/Huawei/Western Digital contact centres)

June 2014 - January 2016 (1 year and 7 months)

Trading 212

Tech

Customer Support Manager

9200 Boulevard Leduc #140, Brossard, QC J4Y 0L1, Canada

September 2008 - March 2013 (4 years and 6 months)

Education