Digital Transformation

October 17, 5:15pm PT, Eve Room

Scaling the Customer Center Alongside the Business

Is the business growing on a large scale? How crucial is being the leader in highly competitive regions? We will talk about measuring customer satisfaction. Why it is important to scale customer center operations alongside the business and how Twilio helps us build scalable infrastructure.

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Victoria Mesa Alcorta

Mercado Libre
Senior Software Engineer

Victoria graduated from Buenos Aires Institute of Technology (ITBA) with a Master's Degree in Computer Engineering, and is currently working as a Software Engineer at Mercado Libre. She participated in the design and implementation of the algorithm that Mercado Libre uses in its contact centers to manage channel availability efficiently. Algorithms and problem solving are her passion.

Juan Andres Laura

Mercado Libre
Senior Software Engineer

Juan Andres Laura grew up in Buenos Aires, Argentina and started learning about engineering from a young age. In 2016, he obtained his Master's Degree in Computer Science with an Honorary Degree at Universidad de Buenos Aires when he was 22 years old. In 2015, he started researching Artificial Intelligence and in 2018 published a paper demonstrating the fundamental difference between Data Compression and Recurrent Neural Networks in Natural Language Processing. He currently works as a Software Engineer at Mercado Libre and is a Teaching Assistant Professor in Data Science & Machine Learning at Universidad de Buenos Aires.

Federico Mete

Mercado Libre
Team Lead, Customer Experience

Federico Mete is an IT Team Lead at Mercado Libre on the Customer Experience team. He received his MSc degree in Computer Science from the Technological University of Argentina. Currently he is focused on increasing the availability of contact center channels, improving the end user’s experience and solving their most commons problems. He is passionate about researching, finding and implementing solutions to new challenges.

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