Gabriel Berti

●Team Management: Led a team of 28 people, including 5 direct reports and 23 indirect reports, managing 5 distinct teams. ●Strategic Partnerships: Developed strong partnerships with Retail and Marketplace leadership, focusing on improving Sales Partners’ catalogs. ●Scalability and Automation Initiatives: Led scalability and automation projects, including Generative AI capabilities and Large Language Models (LLMs), saving 72 million hours of manual effort by 2024. ●Change Management and Influence: Led change and mindset-building processes, working with stakeholders from different organizational levels to influence and implement improvements. ●Goal and KPI Setting: Established goals and KPIs related to catalog health and listing process improvements. ●Catalog Quality: Ensured that Amazon’s product catalog maintained accurate, consistent, and precise information. ●Problem Resolution: Identified and resolved recurring issues encountered by sellers during the listing process, collaborating with local and global teams to prevent recurrences. ●Collaboration and Planning: Created and maintained a recurring agenda with Sales and Technology to identify opportunities, set goals, and track action plans to ensure objectives were met. ●Reported to the Director of Catalog and Listing Programs.

●Management of a team of 8 employees, including 4 Product Managers, 1 Team Leader and 3 Product Owners, ensuring efficient project coordination. Direct reporting to the Product Director, overseeing strategic initiatives and new product development. ●Launch of Mercado Livre's first Chatbot, using Machine Learning technologies, resulting in a 19% reduction in informational contacts. ●Use of agile methodologies such as Scrum and Kanban to manage product launches and ensure on-time delivery. ●Organizational change processes conducted through the ADKAR methodology, influencing stakeholders at different levels to adopt scalable solutions. ●Prioritization of projects focused on scalability and improving user experience, collaborating with multifunctional teams in data analysis and solution development. ●Collaboration with Development, Technology and User Experience teams, defining success metrics and KPIs measured by A/B testing in the solutions launched. Highlight ●Leadership of the Customer Experience Product area, managing a multicultural team in Brazil, Argentina and Venezuela. ●Application of the ADKAR methodology to facilitate the adoption of scalable solutions, including Machine Learning and Proactive Monitoring. ●Implementation of Mercado Livre's first chatbot, resulting in a 19% reduction in manual contacts through self-service. ●Introduction of the Proactive Monitoring concept, with an 11% reduction in contacts with customers, proactively informing them about the unavailability of MercadoPago services. ●Performed competitive analyses to improve customer experience and maintain a competitive advantage in the market.

●Management of the Customer Support area, leading a team of 244 members, consisting of 6 Supervisors (direct), 18 Team Leaders (indirect) and 220 collaborators (indirect), ensuring that users obtain maximum value from MercadoPago, Mercado Envios and Mercado Livre Mediations solutions. ●Mediation of conflicts between users of the Mercado Pago, Mercado Livre, Mercado Envio, Mercado Shops and Mercado Ads platforms, acting as arbitrator in cases where there was no agreement between the parties. ●Ensuring high levels of satisfaction in customer service, focusing on efficient solutions for users of MercadoPago, Mercado Livre, Mercado Envio, Mercado Shops and Mercado Ads products. ●Implementation of a continuous improvement methodology, identifying opportunities for optimization in customer service and support processes. ●Defining metrics and KPIs to monitor problem resolution and user satisfaction, tracking the performance of Mercado Livre product support. ●Increasing the payment retention period as an anti-fraud measure, resulting in a 20% increase in NPS for this use case. ●Reporting directly to the Senior Customer Experience Manager, with a focus on improving service efficiency and satisfaction, promoting scalable and quality solutions.

●Cloud Solutions Portfolio Oversight: Creation, development and operation of a portfolio of solutions based on Google Cloud, Amazon Web Services (AWS) and Microsoft Azure. Implementation of the ADKAR methodology to support the adoption of Modern Work and Automation solutions by clients. Partnership with major cloud providers for optimized delivery and creation of a service portfolio at Atos Brazil. First sale of an "as-a-service" suite in partnership with a major cloud provider in Latin America. ●Strategic and Operational Management: Leading change processes, influencing internal and external stakeholders at different organizational levels. Developing strategic roadmaps to ensure the alignment of solutions with clients' business objectives. End-to-end business management for designated territories, driving strategies and developing strategic plans. ●Partnerships and Collaboration: Establishing strong partnerships with Google Cloud and AWS to compose a service portfolio. Collaboration with internal Sales and Pre-Sales areas for prospecting and cross-selling. Building partnerships with strategic partners, increasing customer perceived value and satisfaction through optimized delivery. ●Team Leadership: Formation and leadership of a technical and sales team of 4 people, focused on the implementation and commercialization of automation and cloud solutions. Direct report to the VP of the Infrastructure and Data Management Vertical. ●Recognition and Results: Sale of the largest Cloud Solutions contract in partnership with Google Cloud in the area's first year of operation. Global recognition by the company's president as one of the most important and strategic contracts of the year.

●Technical Team Leadership: Leading a team of specialized technical consultants in Latin America, operating in Brazil and Argentina. Comprehensive training and support for direct sales and partner channels, enabling the achievement of revenue targets. Managing 2 direct employees, reporting to the VP of Sales. ●Participation in Strategic Projects: Active participation in strategic projects, assisting Pre-Sales teams in the design and presentation of technical solutions. Participation in meetings and presentations with customers and partners, understanding needs and defending the proposed technical solutions. AND ●Education and Training: Training and education of customers, sales teams and business partners, demonstrating technical solutions and optimizing the performance of sales teams. Collaboration with global teams to develop a competitive positioning strategy in the market, taking into account the competitive scenario. ●Competitive Analysis and Pricing Strategy: Providing detailed market and competitor analyses, creating appropriate pricing strategies for each opportunity. Direct collaboration with sales and customers to adjust technical solutions according to business needs, increasing perceived value. ●Results and Collaboration: Alignment with global teams to position the company competitively in relation to competitors. Development of a solid commercial strategy, enabling the achievement of results above expected revenue targets.

●Leadership in Closing Deals: Leading complex negotiations in Latin America, achieving important revenue milestones and coordinating geographically dispersed teams to successfully deliver projects. Applying the orchestration model to align internal stakeholders and expand relationships with partners, ensuring the closing of strategic deals. ●Participation in Strategic Projects: Active collaboration in strategic projects, assisting Pre-Sales teams in the development and design of technical solutions. Participation in meetings and presentations with clients and partners to understand their needs and defend the proposed solutions in a technically and commercially viable manner. ●C-Level Influence and Strategy: Direct influence on C-Level decisions, using market and situational analyses to guide participation in projects. Evaluating competitors and identifying motivations for substitutions, with a focus on portfolio positioning and pricing strategy. ●Competitive Analysis and Pricing: Deep understanding of the market and competitors, developing customized pricing strategies for each opportunity. Aligning technical solutions with specific customer needs, creating value propositions that maximize return and satisfaction. ●Orchestration and Partner Relationships: Expanding relationships with partners, facilitating collaboration and maximizing business potential in complex markets. Applying an orchestrated approach to ensure stakeholder alignment and optimized delivery of technical solutions. ●Results and Impact: Leadership in high-impact projects, exceeding revenue targets and strengthening partnerships with customers and business partners. Developing competitive strategies that positioned the company with an advantage in the market compared to competitors.

●Design of Technical and Financial Solutions: Development of technical and financial solutions for projects in the Finance, Education, Health and Industry segments, aligning the needs of clients with the company's capabilities. Collaboration with the Pricing team to develop a competitive strategy that is appropriate to the requirements of each client. ●Technical Support for the Sales Team: Acting as the main technical support in meetings with clients, helping the Sales team understand their needs and defend the proposed solutions. Active participation in meetings and presentations, collaborating with clients and partners to ensure that technical solutions meet the project demands. ●Strategic Influence on C-Level Decisions: Direct influence on C-Level executives, providing market and situational analyses to support decision-making on participation in projects. Assessment of the competitive landscape and portfolio positioning to maximize the chances of success in negotiations. ●Collaboration in Strategic Projects: Working as an individual contributor in strategic projects, reporting directly to the Pre-Sales Manager. Contributing to the creation of innovative solutions that align technical and financial vision with the strategic objectives of clients. ●Results and Impact: Developing competitive solutions that strengthened the company's position in the Finance, Education, Health and Industry markets. Significant influence on high-impact decisions, helping to ensure the success of highly complex projects.

Provide technical support for computer systems, software, and hardware Diagnose and resolve technical problems Escalate unresolved issues to higher-level support Document customer interactions and prepare activity reports Orient and train users on the use of systems

Learn key concepts of marketing strategy to help improve product decisions.

Bachelor's degree in Computer Engineering