Antonio de Benito
Madrid
Summary
Senior Customer Support Manager with proven expertise in leading global teams, on-site and remotely, and integrating AI solutions to enhance operational efficiency in both start-ups and large corporations.
Skilled in optimizing ticketing systems and fostering team development to drive performance and productivity. Dedicated to promoting collaboration and achieving operational excellence across global teams. Passionate about talent development and improving customer satisfaction.
Overview
12
12
years of professional experience
Work History
Senior Customer Support Manager
Bird
09.2021 - Current
- Managed over 30 agents across EMEA, APAC, and AMER regions.
- Deployed conversational AI and ticket deflection tools, achieving 30% reduction in ticket volume annually.
- Created enablement and automation initiatives while maintaining CSAT above 4.3.
- Initiated a QA program to evaluate agent performance, assisted by AI.
- Migrated Zendesk, Mode, and Hubspot into Bird stack, resulting in savings exceeding EUR 1M per year.
Global Support Director
Mapal Group
01.2020 - 09.2021
- Unified support teams from four companies into a cohesive center, streamlining documentation processes.
- Established multilingual support teams in four countries, resolving over 3,000 tickets monthly.
- Implemented Microsoft Dynamics, migrating operations from Salesforce, Zendesk and HubSpot to improve efficiency.
- Led implementation projects for Pizza Hut, KFC, and Taco Bell across El Salvador, Germany, Poland, and Russia.
Implementation Consultant
CDK Global
11.2018 - 01.2020
- Executed software implementation for major automotive clients, including Stellantis, Iveco, Renault, and VW Group.
- Directed homologation process of software at Opel and VW Group headquarters.
Team Manager
Amazon
05.2017 - 11.2018
- Established team structure and recruited over 100 agents for Bratislava center.
- Led vendor support team of 30 agents, achieving 75% reduction in attrition year-over-year.
Team Lead
IBM
06.2013 - 05.2017
- Elevated from admin to lead position, showcasing ability to drive results.
Implemented automation tool that saved $300K annually by reducing unpaid invoices.
Awarded performer of the year for exceptional contributions at CoE in Bratislava.
Drove efficiency improvements through successful project execution.
Education
Lean Six Sigma Green Belt -
MoreSteam University
01.2017
IBM Corporate Service Corps -
Ecuador01.2017
Master's - Journalism & Mass Communication
UCM Madrid
Madrid01.2014
Erasmus -
American University in Bulgaria
01.2013
Skills
- Customer support leadership
- AI integration in support
- Team coaching and development
- CRM expertise (Salesforce, HubSpot, MS Dynamics, Zendesk, Jira, Intercom)
- Data analysis
- Stakeholder engagement
- Performance management
- KPI and SLA management
- Remote team leadership
- Quality assurance and CSAT programs
- Incident management
- QA Programs
- Conversational AI
- Ticket deflection techniques
References
References available upon request.
Languages
Spanish
First Language
English
Proficient (C2)
C2
Timeline
Senior Customer Support Manager
Bird
09.2021 - Current
Global Support Director
Mapal Group
01.2020 - 09.2021
Implementation Consultant
CDK Global
11.2018 - 01.2020
Team Manager
Amazon
05.2017 - 11.2018
Team Lead
IBM
06.2013 - 05.2017
Lean Six Sigma Green Belt -
MoreSteam University
IBM Corporate Service Corps -
Master's - Journalism & Mass Communication
UCM Madrid
Erasmus -
American University in Bulgaria