01 — TrainingAtento España · Apr 2023 – Nov 2025

TikTok For Business training

Onboarding, QA and refresher training for the EMEA support teams behind TikTok For Business.

95%

Certification rate for 50+ new agents

−30%

Onboarding time

54→96%

Pillar accuracy in one month

15 / 16

Trainees scoring 95%+ on certification

Atento EspañaApr 2023 – Nov 2025

95%

The challenge

Scale TikTok For Business advertising platform expertise across EMEA support teams while maintaining customer satisfaction and reducing training time.

What I did

Designed multi-modal training programs with interactive onboarding modules, targeted refresher sessions and data-driven QA processes. Established direct feedback loops with TikTok's global teams and created knowledge transfer systems across platforms, billing and creative support.

§ Results

—Achieved a 95% certification rate for 50+ new agents on the TikTok For Business platform

—Reduced onboarding time by 30% through new training resources and multi-modal methods

—15 of 16 trainees scored 95%+ on certification exams; the remaining trainee scored 90%

—Raised execution standards by 25% through QA audits across Platforms, Billing & Payments and Live Chat

—Lifted pillar accuracy from 54% to 96% in one month with targeted refresher sessions

—50%+ improvement in agent accuracy and compliance across the Barcelona and Florida sites

—Advanced through four roles: Technical Specialist → SME → QA Analyst → Trainer

“Alejandro was beyond exceptional at his job TRULY! The passion he provided in his position was beyond my expectations! … The ability he had to grab documents and create ENGAGING and INTERACTIVE trainings was phenomenal! A master at his craft!”

Nicholas Carmona

Managed Alejandro directly · LinkedIn, Sep 2025

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