Jun 2024 – May 2025 · 11 mos

• In my current role, I am responsible for the strategy planning and project management of Global Trade Services. I also manage the setup and on-boarding of customer support operations with special brokerage services, customer profiles, providing HS and landing-costs (WT), issuing of customer documents, besides operations quality support activities.

Jan 2022 – Jun 2024 · 2 yrs 5 mos

• In this expatriate assignment, I was responsible for the local P&L, which included domestic and international air and ground operations and supply-chain operations, for a total of 12,000 employees. The main achievement in this period was the implementation of an ambitious strategy to turn around the negative financial results of the domestic transportation business, composed of two acquisitions of Brazilian companies, never integrated. I led the execution of phase 01, which improved, as planned, local contribution by $50M annual.

Dec 2016 – Dec 2021 · 5 yrs

• As a Vice President for Customer Experience, I led an organization of more than 1,500 individuals in Latin America, across 10 countries. The main objectives of the role were to improve customer efforts and net promoter scores. I was responsible for contact centers operations, dedicated customer support structures, quality audits and service towers, customer experience digital and analytics. During this time, w successfully navigated challenges during COVID by ensuring seamless operations with agents working from home.

Feb 2012 – Nov 2016 · 4 yrs 9 mos

• Due to a job rotation program, I have assumed the Strategic Marketing and Pricing teams, and my new responsibilities included strategic market and business analysis, planning and forecasting, go-to-market and go-to-sales strategy, pricing and revenue management. I was also responsible for ISO compliance for Marketing operations in the LAC region.

Jun 2006 – Jan 2012 · 5 yrs 7 mos

• With the relocation to the United States, I was given the opportunity to incorporate and lead the Advertising, Promotions, Brand and Corporate Communications teams, as well as the entire Digital Marketing and Customer Automation functions in the region.

Jun 2004 – May 2006 · 1 yr 11 mos

• Due to a strategy of centralization, Marketing functions and resources were realigned and with that, my job became regional (LAC). It included areas of planning and coordination of segment and trade marketing, go-to-sales and go-to-market, advertising and promotions, covering all 51 countries in Latin America & Caribbean.

Sep 1999 – May 2004 · 4 yrs 8 mos

• Early in my career, I was promoted to an MD position that was responsible for call center operations, Marketing and Customer technology functions in the South America and the Caribbean. The staff was composed of 10 managers and approx. 250 employees.

Nov 1997 – Aug 1999 · 1 yr 9 mos

• I joined the management team of FedEx and was responsible for planning, organizing, implementing, measuring and controlling results and budgets for of all Marketing activities in Argentina, Brazil, Chile and Uruguay.

Jan 1994 – Oct 1998 · 4 yrs 9 mos

• I was hired as an associate junior Analyst and evolved on the job, as I was being trained on technical skills and technologies, to produce forecasting, pricing analysis, market research and customer segmentation analytics.

Oct 1992 – Dec 1993 · 1 yr 2 mos

• I have stated my career as the very first intern student that FedEx hired in Brazil.