Leticia Barros Fernandes

Critic
DISC Type : C

Ouvidoria e Mediações at Mercado Livre

Barueri, São Paulo, Brazil

Overview

Leticia is a Customer Experience Supervisor at Mercado Livre, specializing in crisis management and strengthening corporate relationships. Drawing on her MBA from FGV, she built an entire Ombudsman department at a multinational, leading it to become a benchmark for best practices. Colleagues describe her as focused, serious, and balanced.

She is driven by a strong sense of self-determination and resilience, believing that focus and a proactive mindset are key to overcoming any challenge. This philosophy is evident in her professional approach to transforming business operations and leading teams to success.

Unique fact: Her Ombudsman department won the prestigious Época Reclame Aqui award for three consecutive years (2014-2016).

Personality Overview

Critic

ROI Driven

Negotiator

They prefer to do logical analysis and value evidence over emotions.  They enjoy working alone and do not rely on others very often. They are quite likely to negotiate on pricing or other key terms.

Topics They Care About

Customer Experience
As a CX Supervisor and former Ombudsman, her career is centered on creating strategic channels between companies and customers to ensure satisfaction and build relationships.
Crisis Management
She has direct experience in managing crises through mediation and conciliation, focusing on preserving the company's reputation and relationships with stakeholders.
Ombudsman Leadership
Successfully implemented and led an award-winning Ombudsman department from the ground up, establishing it as a reference for best practices in the EAD category.

Media Appearances

Leticia has no verified media appearances

Work History

9-2019
Ouvidoria e Mediações at Mercado Livre
9-2019
Supervisora at Mercado Livre
10-2017
Coordenadora | Ombudsman e Juridico at EF English Live Brasil
2-2013
Supervisora de Ouvidoria | Ombudsman at EF English Live Brasil
10-2011
Líder de Pós Vendas at EF English Live Brasil

Education

2018 - 2020
MBA from FGV - Fundação Getulio Vargas
2016 - 2016
Curso de extensão from EF Executive Language Institute

More Information

Social Presence :

Prographics :

Exp : 17 Location : Barueri, São Paulo, Brazil Job Level : N/A Designation : Ouvidoria e Mediações at Mercado Livre
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Insights For Selling To Leticia

During A Call Or A Meeting

DO's

  • If you can, show them industry reports or analyst comments instead of sharing anecdotal stories
  • Tell them what ROI they can expect
  • Leverage facts and figures wherever possible; use percentages, numbers etc.

DONT's

  • Make extra effort to not seem pushy or confrontational
  • Don’t rush them till they have clearly gotten all the necessary information
  • Avoid pushing them too much to involve other stakeholders unless it is critical

When Cold Calling

When Writing An Email

While Negotiating & Closing

    The secret to closing fast with Leticia is

  • Strong evidence of ROI, effective pricing, and proven data points matter the most to them.
  • Will you ever get a clear answer from Leticia

  • It is not very hard for them to say no if they are not convinced about the decision.

Insights For Deal Planning

    How fast (or slow) will Leticia move?

  • They are neither the fastest nor the slowest decision makers, they are somewhere in the middle.
  • Can Leticia take some risk or not?

  • They can bear some risk if their analysis backs the decision.

You And Leticia

Personality Compatibility


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