Leticia Morais in a navy blazer and white shirt, smiling

I help businesses improve how they work through technology and data

6+ years across tech, consulting and banking

Explore my work Get in touch Available from January 2027
Portfolio

Projects at the intersection of business, technology and people.

A selection of projects across digital transformation, AI, data and customer experience.

01AI & business transformation

Account security process redesign with AI & LLMs

Account takeover risk was assessed using a rule-based model, with a limited number of rules to decide whether an account should go through manual review. The model was not precise enough, leading to a high number of false positives. This created unnecessary manual reviews and, for customers, the final communication was often too generic to clearly explain the reason behind the decision.

The project involved different teams across Customer Experience, IT, Fraud, Product and Legal.

My role

I led the customer experience side of the project, with the goal of making the process faster, more accurate and clearer for customers. I used data to identify the main pain points in the existing journey and redesigned the process across both the customer journey and the customer service teams involved in the flow.

I worked with IT to understand the new LLM-based model and identify which variables were most relevant to the risk score and could help explain the decision to customers. I then worked with Fraud and Legal to define how this information could be communicated in a clear and scalable way.

The new process combined the LLM-based risk assessment with a redesigned customer journey and service process, helping reduce unnecessary manual reviews while making the communication with customers more relevant.
Demo with synthetic sample data: uploading two periods of contacts, running the analysis and reviewing the results. The waiting time is sped up.
02AI & strategic insights

Built an AI tool for strategic insights

In my last role, I worked with around 50,000 customer contacts every month to identify emerging pain points and improvements that mattered most to customers. I used contact categories to select relevant samples for qualitative analysis, then reviewed the underlying transcripts to understand which issues were becoming more significant and why. This process could take up to two working days, limiting the time available for deeper analysis.

My role

During my MBA, I built a tool with Claude Code that compares two periods side by side, analyzes changes by contact reason, identifies emerging pain points and improvements directly from the transcripts, and flags anomalies.

  • 50,000Contacts / month
  • 2 days → 2 hAnalysis time
05Customer experience

Redesigning the Account Security experience in CRM

Customer Service representatives handled Account Security cases in a CRM that was not organized around what each process needed.

My role

As the process lead for Account Security, I defined which information representatives needed for each case and how it should be surfaced, and partnered with Product and UX to bring it into the CRM.

We redesigned the Account Security experience in the CRM so key case information is visible upfront, with less navigation.
03Business transformation

From manual investigation to automated workflows

Customer Service representatives were manually collecting information and running multiple validations to investigate customer requests, particularly transaction-related cases.

My role

I redesigned the workflows I owned, identified automation opportunities, defined the decision logic and translated the processes into requirements for IT implementation. I also led the prioritization of automation opportunities across the Customer Experience team, based on contact volume and potential time savings.

The new workflows automatically surface the relevant transaction information and run validations in the background, directing the representative to the right next step based on the result.
04Business transformation

Premium seller support journey redesign

Premium sellers had a dedicated external sales consultant in addition to the general Customer Service team. When a consultant could not resolve an issue directly, the handoff to Customer Service was fragmented, making it hard to manage multiple requests, track cases and ensure timely resolution.

My role

I led the project across IT, Product, UX, the sales consultant team, Customer Service and Customer Experience, acting as the main point of contact. I mapped the end-to-end journey, quantified the pain points to build the business case, and translated customer and operational needs into requirements for Product, UX and IT.

The redesigned process gives consultants a structured way to submit and follow up on customer issues.
RecommendationLinkedInDecember 2025

From my manager at Mercado Libre

Written by the manager I reported to directly

"I had the pleasure of working with Leti as part of my Customer Experience team at Mercado Libre, where she consistently demonstrated a high level of professionalism, autonomy, and proactivity. She was able to take ownership of complex initiatives, anticipate needs, and move projects forward with minimal guidance focusing on Fintech Large Merchants.

Leti stands out for her strong analytical skills combined with a practical, solution-oriented mindset. She is someone you can fully trust to deliver results and add value to the team. Beyond her individual contributions, she was also a great collaborator and a positive influence on the team's dynamics.

I would highly recommend Leti to any team looking for a senior CX professional who brings both independence and a strong sense of ownership."

Federico Ferro Senior CX Manager, Mercado Libre Managed Leticia directly · LinkedIn recommendation, December 24, 2025
About

I find what can be improved, and make the change happen.

Across my roles, I've often worked on the same type of problem: understanding how something works today, identifying what can be improved, and figuring out how to make the change happen. In practice, that means analyzing data, understanding processes, and working with UX, Product, IT and Customer Service teams to develop and implement the solution.

I've done this for 6+ years in Brazil, across tech, consulting and banking. I moved to Switzerland for my MBA at IMD, where I'm a Lemann Foundation Scholar, and I'm now looking to apply this experience at multinational companies in Switzerland. Available from January 2027.

Languages
  • PortugueseNative
  • EnglishFluent
  • SpanishIntermediate
  • GermanBasic
Leticia talking with two classmates around a table in an IMD classroom
In a team simulation during the Extreme Teams class, IMD MBA, August 2026.
Skills & tools

The methods and tools I work with.

The methods, data and tools I use to understand a problem and turn it into a solution.

Work experience

Tech, consulting and banking.

I've worked across different industries and countries, always focused on understanding problems, improving how things work, and creating better experiences for customers.

  1. 2023 - 2025São Paulo,
    Brazil

    Mercado Libre

    Tech

    Latin America's largest e-commerce and fintech company, listed on Nasdaq

    Leticia sitting on wooden steps at the Mercado Libre office, next to a neon sign Main stage and audience at the Mercado Livre Experience event Exhibition hall at the Mercado Livre Experience event
    • USD 28.9BRevenue, 2025
    • ~USD 90BMarket cap
    • 120M+Buyers / year
    • 18Countries
    • ~124,000Employees
    Senior Customer Experience Analyst
  2. 2021 - 2023Rio de Janeiro,
    Brazil

    Falconi

    Management consulting

    Brazil's largest management consulting firm, privately held

    Audience and stage screens at a Falconi company event Group of Falconi colleagues sitting on stage steps under the illuminated Falconi sign
    • 1,200+People
    • 10,000+Projects delivered
    • 42Countries
    InternAssociateBusiness Analyst
  3. 2018 - 2020Belo Horizonte,
    Brazil

    Santander

    Banking

    Global retail and commercial bank

    Group of Santander colleagues in red financial guidance vests inside a bank branch
    • 180MCustomers
    • EUR 14.1BProfit, 2025
    • ~EUR 1.8TTotal assets
    • ~200,000Employees
    Business and Services Manager
MBA

IMD MBA, class of 2026.

Leticia standing next to the large white IMD letters on the lawn of the IMD campus in Lausanne
Leticia with a group of IMD MBA classmates standing around a white MBA flag in a meeting room

One-year, full-time MBA in Lausanne, Switzerland. Lemann Foundation scholar through the Alcance program.

#1Business school in Europe & Middle EastBloomberg Businessweek Best B-Schools 2026-27

Roles

  • Elected class representative
  • Member of the Tech and Pharma clubs
  • Member of the DE&I committee

International modules

  • Singapore: one month studying AI
  • China, Fudan University: "Dynamic China: Innovating in a Global Economy"
About the IMD MBA Bloomberg ranking