Years of experience: 8

Call CenterCustomer ServiceBanking OperationsFinanceData EntryšŸŽ“ Student

Trust Score

Exceptionally trusted; proven professional excellence.

80%
Bruno's Career Path
Latin America Experience Projects ManagerJan. 2023 -
Jan. 2024
Mercado PagoLatin America Experience Projects Manager
Mercado 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 b...
Customer Experience ManagerJan. 2019 -
Jan. 2023
Mercado PagoCustomer Experience Manager
As 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,...
Customer Experience Team LeadJan. 2017 -
Jan. 2018
Mercado PagoCustomer Experience Team Lead
Led a customer experience team, managing performance indicators and people development; Improved time spent on work schedule planning through automation.

Bruno's Posts

  • About myself

    Trilingual leader with 7+ years in fintech, excels in enhancing customer satisfaction through strategic team management. Successfully led teams of up to 70 across various countries, reducing contact rates by 17% with AI and achieving a 93% engagement score.

  • Job Description

    Seeking project manager roles in tech or financial services sectors, aiming to leverage extensive experience in managing diverse teams and driving successful projects across international landscapes.

  • How to contact

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