São Paulo, São Paulo, Brazil
With 20 years of experience working in the service, transportation and logistics industries (B2B and B2C), my goal is to positively impact people's lives through memorable experiences, process improvement and optimized solutions, contributing to the development of amazing teams and people along the way, fostering enjoyable, innovative and customer-focused cultural environments. My background includes positions related to customer experience, program management, service design, operational excellence, planning and strategy, e-commerce, product management, safety, supply chain and logistics. In recent years, I have led high-impact transformation programs, driving excellence in execution and heading up digital transformation initiatives in several areas and countries. CurrentIy, I lead Mercado Libre's Air Operations Program, with the aim of democratizing fast and efficient deliveries to customers in Latin America. I am a technology enthusiast, with a data-oriented mindset and driven by building a "hands-on" leadership style, constantly challenging the "status-quo" and remaining a very dynamic, self-motivated and highly resilient professional, always open to learning something new from others. Keeping myself learning every day is a real passion for me! Main Skills and Abilities: Leadership and team building/ Operational Excellence/ Customer Experience /Change Management/Strategy/E-commerce/ Program and Product Management/Digital Transformation/Lean Thinking/Agile/Scrum/Quality Assurance/Innovation/Negotiation/ Vendors Management/Supply Chain/Transportation and Logistics Management/Costs Control/Safety/ Service Design Civil Engineer with an Executive MBA in Business Management, Professional Scrum Master and Lean Six Sigma Black Belt Certified
-Latin America Regional Lead for Operational Strategy and Execution, leading the implementation and scale-up of the Meli Air Program — Mercado Livre’s air logistics initiative created to unlock customer value by dramatically accelerating delivery times in remote and underserved regions, expanding e-commerce accessibility through a high-performance air network.
-Led air operations across Brazil, Mexico, Chile, and Colombia, positioning air logistics as a strategic growth lever to increase conversion, enhance customer experience, and enable scalable expansion in geographically complex markets. Scope of Responsibility -Built and led cross-functional teams across Operations, Planning, Program Management, Performance, and Safety. -Aligned key stakeholders (Marketplace, Product, Transportation, Legal, Procurement, Real Estate) to ensure seamless execution and strategic prioritization. -Directed end-to-end implementation and continuous optimization of the air network, focusing on speed, scalability, resilience, and profitability. -Spearheaded digital solutions and processes to enhance aircraft utilization, tracking visibility, and operational efficiency. Key Achievements -Scaled the air business: +75% transport share and +63% fleet availability (2023 vs. 2022), enabling 50% faster deliveries in 9 new regions and driving 24% market growth. -Improved profitability: Increased load factor from 65% to 93%, reducing cost per package by 32%. -Built regional governance: Structured teams across 4 countries and implemented Lean & Agile performance frameworks. -Advanced digital transformation: Launched tools to maximize aircraft utilization and optimize end-to-end delivery lead times.
-Global leader of the customer service, supporting the problem solving of the company's 7 million monthly passengers around the world and managing external channels and government entities, conducting teams distributed in 9 countries. -Responsible for the special end-to-end service lines for the company's high-value customers, through premium multi-channel handling (voice and digital). -Responsible for the customer service design of passengers’ complaints handling and premium assistance, and key stakeholder for continuous improvement in the customer experience , through crossed instances of change management and project leading with related areas (e.g. Digital, Commercial, Products, Operations, Legal and Finance). -Transversal influencer of the renewal of both culture and customer service model, through Agile methodologies, LEAN, 4DX, digital transformation, more customer-focused approach and in creating a more innovative ecosystem, breaking the current paradigms of this industry. Main achievements: -> +42% of customer service’s satisfaction and +25% in the first contact resolution index in 6 months -> +24% of customer evaluation's score (from "Bellow Average/6.3 points" to "Good/7.8 points") and improvement of 33% in the claims solution index (from 64% to 85%) in 6 months at “Reclame Aqui” within 2021. -> +38% increase in the OHI Index (from 55 to 76 points/from the third to first quartile) in 6 months, even in the most difficult year in the entire industry worldwide due COVID-19 crisis. -> Game changing of the service level in WhatsApp assistance for premium services (from 30% to 80%) and pioneering the implementation of a 100% home office model for customer service agents. -> Detachable protagonist of the strategic renovation of the global Customer Care area, supporting the construction of a new vision, which seeks to solve problems at first contact, increase customer lifetime value, and influence a customer-focused culture throughout the company.
-Leader of cross-functional area that controls the performance, lead projects ,supports business development and implement continuous improvement plans for the domestic LATAM Cargo’s operations in Brasil and spanish speaking countries (119 stations/6 countries) aimed at achieving operational excellence focused in:customer satisfaction, costs reducing, quality assurance and safety -Head of the “door to door” logistics’ operation in 3500 cities in Brazil to complement the cargo's air transport, improve the offer of sales and capillarity of cargo distribution as well to develop and implement innovation and cost reduction's plans to support e-commerce's logistics growth within the country -Responsible to implement and conduct the LEAN Excellence Program in Brazil -Leader of a team of projects and improvements of cargo's infrastructure, responsible of sizing, economic viability evaluation and prioritization of investments. -Cost control (budget of 70 MMUSD / year) -Subject Matter Expert Brazil for the company global system renewal -Executive committee member Main Achievements: -General transformation of the management model in Brazil reaching 50 stations and 1500 people, resulting in improved alignment of the areas to the business, optimization of value generation for customers, leadership development programs, team engagement and higher safety level -Game changing in the Customer Experience Index (One Metric that Matter for CX) - allowing improvement of 51% (from 2.7 to 4.1) -Reduction of 8% in the cost per event of the "door to door" fleet with +7% in deliveries efficiencies -Conducted the Customer Service area renewal project with the Business Development area, with new processes definition, governance review, software implementation (CRM-Zendesk), and improvement of 65% in the customer response time (SLA accomplishment from 57% to 94%)
-Head of one of the core areas of the company (+3.000 staff) , responsible for the excellence in on-board customer service to ensure passengers satisfaction (600 daily flights and more than 1.5 million passengers / month) through team engagement, processes and continuous improvement (operating under a annual budget of 100 MMUSD). -Effective role in training planning, staff hiring processes, issuing manuals and procedures, sizing "headcount" and definition of on board customer service processes with constant alignment with areas of product design -Leader of innovative projects, communication plans and engagement campaigns for remote staff, reinforcing the team's adherence to the new cultural identity and value proposition of LATAM. Main achievements: -Leadership of the Buy on Board change management front (the company's main project in 2017, to implement sales on board the airplanes, enabling efficiencies of 70 MMUSD/year), achieving in just 2 months the definition, optimization and successful implementation of the renewal of service processes and adaptation to new products and services. -Transformation of the management model of the area through initiatives based on methodologies from Disney Institute and McKinsey & Company (TWIST Project) with the objective of creating a culture of engagement, leadership and excellence in customer service processes, capturing 13% of improvements in customer satisfaction attributed to the "crew service" in 6 months, reduction of 30% in overhead costs and an improvement of 125% in internal satisfaction survey. -Implementation of revolutionary program in the Brazilian crew industry (DECOLA BR), with "gamification" methodology, performance ranking and meritocracy by attributes of customer satisfaction, efficiency and safety, breaking paradigms from the standard method in the country) .
-Responsible for all the cargo export and import operations of the LAN Cargo Group at the Viracopos station (Headquarter ABSA Cargo - LAN Cargo Group in Brazil), aiming at the best occupational factor, operational profitability and customer satisfaction. -Lead a team of 40 employees -Manager of 3MMUSD annual budget
-Leader of a centralized area that supported all the flight operations of the company and Ground Handling services for all the cargo companies of the LAN Cargo group in Brazil, acting as direct manager of 24/7 operations area composed by 30 employees, 5 bases and 4 sectors -Leadership on the processes of: flight dispatch and coordination (monitoring of operations, contingency problem solving, itinerary assurance and route establishment versus fuel performance), ground handling (negotiation and management of outsourced service that has provided staff and equipment in all bases of operation in Brazil, with an annual cost of 10 MMR$) and flight authorizations (management of aeronautical permits for operation and statistical reports for air transport approval authorities in Brazil) -Quality assurance internal auditor and responsible for the elaboration of processes, procedures and operational manuals within the specifications of the ISO and IOSA certifications for the Ground Handling area.
-Flight performances analysis and air routing optimization in order to ensure the maximal efficiency in fuel consumption and costs -Development of KPIs and reports of third part Ground Handling providers to ensure SLA’s accomplishments -Creation and development of standard operational procedures