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Mercado PagoLatin America Experience Projects Manager
Jan. 2023 - Jan. 2024Mercado Pago is an online bank that reported $6.3 billion in net revenues in 2023. In this role, I Managed a team of up to four analysts and reported to the Senior Manager. I led multiple improvement projects, five at a time, to increase customer satisfaction and reduce the Contact Rate. I defined strategic projects quarterly and communicated with the main stakeholders. Reduced Contact Rate by 17% by working with Business Intelligence team to develop an AI-powered TAG that detected possible dissatisfied users and provided them with a different treatment; Achieved 93% of Engagement score in the “Great Place to Work” survey by providing analysts with constant feedback, guidance, and proactive training when necessary; Designed and adapted over 60 workflows using Agile framework, which led to a unified experience across channels and sites.
Mercado PagoCustomer Experience Manager
Jan. 2019 - Jan. 2023As a manager, I led a team of up to 70 people, including team leaders and customer agents. I was responsible for the entire ombudsman operation, ensuring response times, quality, and team engagement. I also worked with compliance and legal teams to raise awareness of regulatory risks. Structured ombudsman online and offline teams to streamline operations and specialize agents by channel type, increasing NPS by 10 percentage points; Created a team from scratch to respond to Brazil’s Central Bank complaints, defined workflows, hired agents, and trained new team members. Aligned with legal team response templates to ensure compliance;
Mercado PagoCustomer Experience Team Lead
Jan. 2017 - Jan. 2018Led a customer experience team, managing performance indicators and people development; Improved time spent on work schedule planning through automation.
M. Dias BrancoProcess Analyst
Apr. 2015 - Sep. 2017São Paulo Area, BrazilM. Dias Branco is the biggest pasta producer in Brazil, with over 17k employees. I spearheaded continuous improvement programs in this role, engaged two plants to adopt the TPM framework, and assisted in other quality certifications. Reduced machine downtime by 15%, leading squads to improve preventive maintenance schedules and inspections on key components Implemented over 40 operational procedures to train machine operators and standardize cleaning tasks on production lines
UnileverWCM Intern
Jan. 2014 - Dec. 2014ValinhosUnilever is a global consumer goods leader that specializes in sustainable solutions for food, personal care, and home care products. In this role, I implemented the WCM framework in three manufacturing plants, assisting in focus improvement, logistics, and cost deployment squads. Reduced machine setup time by 50% and reduced 40% of rework material during changeover by leading three Kaizen teams, using SMED framework and Lean tools Won “Best Kaizen of the Month” with the implementation of a conveyor belt to improve safety on changeover tasks
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