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Hello! I’m Daniela Ben Simon Brito, a Training and Quality Team Leader with over 7 years of experience designing and managing training, knowledge, and quality programs for global Customer Care teams. I’m skilled at process analysis, instructional design, curriculum development, and leading end-to-end enablement initiatives that empower employee growth and align with business strategy. I thrive in fast-paced, high-growth environments and enjoy staying ahead of emerging tools to quickly integrate new technologies into daily workflows. I have worked across Israel, the USA, Portugal, and France in hybrid and remote settings. I excel at building scalable learning paths, partnering with Product, Engineering, and Operations SMEs to translate complex topics into digital learning journeys, and driving continuous program optimization through feedback and data-driven insights.…Hello! I’m Daniela Ben Simon Brito, a Training and Quality Team Leader with over 7 years of experience designing and managing training, knowledge, and quality programs for global Customer Care teams. I’m skilled at process analysis, instructional design, curriculum development, and leading end-to-end enablement initiatives that empower employee growth and align with business strategy. I thrive in fast-paced, high-growth environments and enjoy staying ahead of emerging tools to quickly integrate new technologies into daily workflows. I have worked across Israel, the USA, Portugal, and France in hybrid and remote settings. I excel at building scalable learning paths, partnering with Product, Engineering, and Operations SMEs to translate complex topics into digital learning journeys, and driving continuous program optimization through feedback and data-driven insights.

Daniela Ben Simon Brito

Instructional Designer, Online Trainer, Content Producer, +2

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Hello! I’m Daniela Ben Simon Brito, a Training and Quality Team Leader with over 7 years of experience designing and managing training, knowledge, and quality programs for global Customer Care teams. I’m skilled at process analysis, instructional design, curriculum development, and leading end-to-end enablement initiatives that empower employee growth and align with business strategy. I thrive in fast-paced, high-growth environments and enjoy staying ahead of emerging tools to quickly integrate new technologies into daily workflows. I have worked across Israel, the USA, Portugal, and France in hybrid and remote settings. I excel at building scalable learning paths, partnering with Product, Engineering, and Operations SMEs to translate complex topics into digital learning journeys, and driving continuous program optimization through feedback and data-driven insights.…Hello! I’m Daniela Ben Simon Brito, a Training and Quality Team Leader with over 7 years of experience designing and managing training, knowledge, and quality programs for global Customer Care teams. I’m skilled at process analysis, instructional design, curriculum development, and leading end-to-end enablement initiatives that empower employee growth and align with business strategy. I thrive in fast-paced, high-growth environments and enjoy staying ahead of emerging tools to quickly integrate new technologies into daily workflows. I have worked across Israel, the USA, Portugal, and France in hybrid and remote settings. I excel at building scalable learning paths, partnering with Product, Engineering, and Operations SMEs to translate complex topics into digital learning journeys, and driving continuous program optimization through feedback and data-driven insights.

Available to hire

Hello! I’m Daniela Ben Simon Brito, a Training and Quality Team Leader with over 7 years of experience designing and managing training, knowledge, and quality programs for global Customer Care teams. I’m skilled at process analysis, instructional design, curriculum development, and leading end-to-end enablement initiatives that empower employee growth and align with business strategy. I thrive in fast-paced, high-growth environments and enjoy staying ahead of emerging tools to quickly integrate new technologies into daily workflows.

I have worked across Israel, the USA, Portugal, and France in hybrid and remote settings. I excel at building scalable learning paths, partnering with Product, Engineering, and Operations SMEs to translate complex topics into digital learning journeys, and driving continuous program optimization through feedback and data-driven insights.

Skills

Experience Level

Expert

Expert

Expert

Expert

Expert

Expert

Intermediate

Intermediate

Language

Portuguese

Fluent

English

Fluent

Hebrew (modern)

Advanced

French

Intermediate

Spanish; Castilian

Intermediate

Work Experience

Customer Care Quality Team Leader at Fiverr International Inc.

March 1, 2024 - June 1, 2025

Led multiple concurrent cross-functional initiatives end-to-end, collaborating with Product and Engineering SMEs to improve key processes using Agile methodologies. Managed a team of 5 internal employees and multiple contractors. Raised agent performance to consistently exceed 90% through targeted coaching and QA-driven feedback. Implemented new quality monitoring platforms and processes. Applied AI tools for content drafting, research, and project execution.

Trust and Safety Training and Quality Team Leader at Fiverr International Inc.

April 1, 2023 - February 1, 2024

Led enablement programs across 3 regions with revised training strategy aligned to business goals and culture, reducing time-to-competency by 30%. Scoped objectives, audiences, and success criteria for end-to-end enablement projects. Deployed and managed LMS and internal documentation, achieving 95% course completion and reducing human error. Increased knowledge base collaboration by 3x via ownership-driven engagement campaigns.

Marketplace Integrity Training Specialist at Fiverr International Inc.

January 1, 2023 - March 1, 2023

Delivered technical training to Marketplace Integrity agents, reducing moderation errors by 20%. Designed and maintained a 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 multidepartment SMEs to align learning materials with platform changes.

Customer Care Training Team Leader at Payoneer Inc.

January 1, 2021 - December 1, 2022

Directed enablement strategies for 500+ agents across 4 regions, reducing training time by 20%. Standardized training initiatives across four regions, developing and managing feedback loops and content maintenance frameworks. Aligned learning goals with QA outcomes to boost training impact and operational KPIs. Developed and managed a team of 10 global trainers, delivering high-impact training sessions and development workshops. Led the analysis and revamp of the LMS content, boosting training completion by 15%.

Customer Care Training Specialist at Payoneer Inc.

August 1, 2018 - December 1, 2020

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.

Senior Customer Experience Specialist at Payoneer Inc.

November 1, 2017 - June 1, 2018

Consistently exceeded performance KPIs for satisfaction, resolution, and response time. Collaborated with cross-functional teams to resolve complex issues and improve workflows. Maintained detailed records and shared feedback to enhance service quality. Trained and mentored new agents, ensuring consistent processes and customer excellence.