Camila Ribeiro Portela🇧🇷

Strategic Projects Head at Mercado Libre

About Camila Ribeiro Portela

Strategic Projects Head at Mercado Libre

➤ Independent consultant, supporting companies in building customer experience strategies, improving processes, and structuring departments; ➤ 8 years of experience at Mercado Livre (the largest e-commerce platform in Latin America), with key highlights including: -Strong experience across all customer-facing areas, including Customer Service (first and second level) and Customer Experience strategy, with a strong focus on connecting CX to business results, driving efficiency, and improving customer satisfaction. -Lead strategic projects focused on customer experience, in partnership with various business areas and across all countries of operation; -Structuring, scaling, and leading Customer Experience departments, including over 4 years managing regulated Ombudsman channels at Mercado Pago, with a focus on consumer relations and regulatory compliance; ➤ Entrepreneurial experience from having run my own business, which enhanced my ability to operate with autonomy, make agile decisions, and maintain a strong focus on customer-centric and sustainable growth; ➤ My work is marked by a systemic vision, cross-functional collaboration, and a data-driven approach, always aiming to deliver the best outcomes for both the customer and the business.

I can help you with: ➤Designing and implementing customer experience strategies that align with your business goals; ➤Structuring and scaling CX teams, including regulated and Ombudsman channels; ➤Optimizing customer service processes to improve efficiency and satisfaction; ➤Connecting CX initiatives to measurable business results using a data-driven approach; ➤Leading cross-functional projects focused on customer-centric innovation and operational excellence; ➤Navigating regulatory requirements in customer relations, especially in fintech or high-compliance environments; ➤Developing a customer-centric culture in startups and established companies alike.

Expertise

EngineeringCustomer Experience (CX)Design OperationsDevelopment OperationsData AnalysisPublic SpeakingCommunicationProblem-solvingTime managementCritical-thinkingTeam playerOrganisation skills

Sessions with Camila Ribeiro Portela

Mentorship Session (30 min): Mentorship session