Experience

PeiGo
• Financial Services
• 1 - 100 Employee
• Head of Customer Success

  • Jun 2022 - Present


Mercado Libre

• Argentina
• Internet Publishing
• 700 & Above Employee

• Fintech Business Lead

  • Mar 2021 - Jun 2022

  I am a regional Fintech business strategy lead for POS, mPOS, Online Payments and QR codes products.I lead initiatives to improve Mercado Pago’s value proposition.I develop new capabilities to grow business regionally.I am the focal point of Customer Experience, Know Your Customer (KYC) and fraud prevention processes. I lead initiatives to improve Net Promoter Score (NPS) and to reduce Contact Rate. My work has an impact on churn reduction and on customer retention.I own Customer Experience, Know Your Customer and Fraud Prevention wishlists and I am responsible for prioritizing the regional backlog.

• Customer Experience Supervisor

  • Jan 2020 - Apr 2021

  In Customer Experience I led the project that created the Tax, Compliance, Security and Know Your Client (KYC) teams in the Contact Center. I was responsible for monitoring KPIs such as Net Promoter Score, Contact Rate and Operational Excellence. I identified opportunities and insights from customers. I led changes that improved the digital product.I redesigned the contact center service strategy to comply with Fintech regulations.I coordinated with IT product improvements that reduced the cases in the contact center by 400k. The improvements reduced 1.7MM USD in spending.

• Customer Experience Sr. Analyst

  • Dec 2018 - Dec 2019

  I was responsible for obtaining insights to improve the user experience.I redesigned the Contact Center processes throughout the region with an increase in the user experience of 11pp of NPS in one year.I was the product Owner of Customer Support CRM improvement project.



SC Johnson

• United States
• Manufacturing
• 700 & Above Employee

• Sr. Imported Finished Goods Planner - LATAM

  • Apr 2017 - Nov 2018

  I was responsible for Imported Finished Goods Supply Planning from the US and Canada to Latin America. I led the optimization of inventory management.I was responsible for third-party supply planning in Central America.

• Sr. Supply Chain Analyst - Aerosols Scheduler Plant

  • May 2016 - Apr 2017

  I was Responsible for scheduling aerosol's lines in Johnson’s main Plant in Argentina. I manage the Material Requirements Planning (MRP) of 11 suppliers including Shell, YPF, Alpla, among others. I was responsible for the delivery schedule adherence indicator.

• Sr. Supply Chain Analyst - Liquid's Scheduler Plant

  • Apr 2015 - May 2016

  I was responsible for scheduling liquids Plant. I was a Material Requirements Planner (MRP) of 7 suppliers with daily deliveries. I led the Lean Management Training program.



Procter & Gamble

• United States
• Manufacturing
• 700 & Above Employee

• Process Engineer - Dry Laundry Plant

  • Jan 2014 - Mar 2015

  I was the Process engineer of 7 packaging lines in Dry Laundry Plant. I led the loss process elimination tools, achieving the elimination of the 60% of the equipment stops in the manufacturing lines.

• Process Engineer - Liquids Plant

  • Feb 2013 - Dec 2013

  I was the Project leader for increasing manufacturing capacity by reducing the batch time. I’ve trained the manufacturing operators in autonomous maintenance, loss analysis tools, loss matrix and standard daily work.



Bouygues Construction

• France
• Construction
• 700 & Above Employee

• Research Analyst

  • May 2012 - Oct 2012

  I did research on the environmental impact of building constructions using life cycle analysis in France. My work was published in the International Conference on Life Cycle Management in Gothenburg, Sweden. I did research on the environmental impact of building constructions using life cycle analysis in France. My work was published in the International Conference on Life Cycle Management in Gothenburg, Sweden.