Open to opportunities

Leonardo Cohen

@leonardocohen

Message

I deliver conversational AI operations for complex, high-volume global events.

Portugal

Message

What I'm looking for

I'm looking to lead conversational AI and service-delivery initiatives where I can run client workshops, turn operational needs into scalable products, and improve live support through user feedback, integrations, and measurable KPIs.

I've led AI-assisted support operations for Milano-Cortina 2026, where chatbots, live chat, and web forms processed 73,000+ conversations for the Games workforce. I designed conversational flows, escalation paths, knowledge content, integrations, agent training, and KPI reporting, while building reusable service playbooks adopted by successor Games.

Previously, I launched workforce support services and a managed conversational channel for 20,000+ volunteers at FIFA World Cup Qatar 2022. As Founder-CEO of Mathilda Studios, I specify and ship agentic AI products, including LLM tooling, prompt and behaviour design, guardrails, and configuration tools for non-technical users.

Experience

Work history, roles, and key accomplishments

Current

Senior Manager — Workforce Systems & Support Services

Current

Milano-Cortina 2026 Winter Olympic & Paralympic Games Organi

Aug 2023 - Present (3 years)

Conceived and ran the AI-assisted service operation for the Games workforce, processing 73,000+ conversations. Built automations end-to-end and integrated the conversational stack with ticketing workflows, LMS, and the workforce platform.