Leticia Martínez
Montevideo
Summary
Product Manager with 10+ years of experience in tech industry across product development, strategy, and cross-functional team leadership. Proficient in defining product configurations, driving feature development, and leading initiatives with UX, IT, and customer support teams. Experienced in enterprise software implementation and optimizing user experience based on customer feedback for measurable results.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Product Marketplace Supervisor
Mercado Libre
2023.01 - Current
- Product design and optimization for BuyBox, enhancing seller experience through user-centered configurations and reducing customer service interactions.
- Lead cross-functional initiatives with UX, IT, CX, and Business teams, driving BuyBox adoption and expanding product functionality.
- Coordinate and prioritize the annual roadmap based on corporate metrics and key performance indicators (KPIs).
Customer Service Supervisor
Mercado Libre
2021.07 - 2022.12
- Managed team comprising 5 leaders and 45 representatives for optimal service quality.
- Streamlined support activities alongside Product, Technology, and Continuous Improvement teams
Customer Service Senior Team Leader,
Mercado Libre
2019.04 - 2021.06
- Led a team of 8 representatives, focusing on productivity, professional development, and quality improvement through data-driven reporting and analysis of key metrics.
- Identified opportunities for process and product enhancements.
BPO Assistant Manager
Tata Consultancy Services
2019.01 - 2019.04
- Directed a team of 4 leaders and 60 members across HR back-office operations for the US and Canada.
- Ensuring quality assurance and evaluating new process integrations for seamless functionality.
BPO Team Lead / Training Lead
Tata Consultancy Service
2017.01 - 2018.12
- Managed a 15-person HR team, structured workloads, and led a system migration from PeopleSoft to Workday.
- Provided training resources for 40 team members to ensure smooth adoption and process standardization.
BPO Knowledge Transfer Lead
Tata Consultancy Services
2015.03 - 2015.12
- Led the transition of accounts receivable processes from a U.S.-based client using JD Edwards ERP.
- Developed process documentation and training materials, successfully training a new team in Mexico.
BPO Associate / Team Supervisor
Tata Consultancy Services
2012.08 - 2015.02
- Supervised a 5-person Contact Center team, responsible for new employee data management and administrative support.
Education
Postgraduate in Business Analytics & Data Science (c) -
Universidad De Montevideo
Bachelor’s Degree in International Relations -
Universidad De La República
Skills
- Strategic Planning
- Data Analytics
- Staff Management
- Business Development
- Process Improvement
- Operations Management
Certification
- Mastering Product Management, Reforge, 2023
- Data Analyst, Senpai Academy, 2023
- Problem Solving, Capability Buildings, 2020
Languages
Spanish
First Language
English
Advanced (C1)
C1
Portuguese
Intermediate (B1)
B1
French
Elementary (A2)
A2
German
Elementary (A2)
A2
References
References available upon request.
Timeline
Product Marketplace Supervisor
Mercado Libre
2023.01 - Current
Customer Service Supervisor
Mercado Libre
2021.07 - 2022.12
Customer Service Senior Team Leader,
Mercado Libre
2019.04 - 2021.06
BPO Assistant Manager
Tata Consultancy Services
2019.01 - 2019.04
BPO Team Lead / Training Lead
Tata Consultancy Service
2017.01 - 2018.12
BPO Knowledge Transfer Lead
Tata Consultancy Services
2015.03 - 2015.12
BPO Associate / Team Supervisor
Tata Consultancy Services
2012.08 - 2015.02
Postgraduate in Business Analytics & Data Science (c) -
Universidad De Montevideo
Bachelor’s Degree in International Relations -
Universidad De La República