Bianca Franca

Work with customer service platforms, supporting operational needs analysis and the evolution of workflows and platform features. Build and monitor dashboards and KPIs to provide visibility into performance, recurring issues, and improvement opportunities.

Create and review prompts that simulate workflows and business challenges, with a focus on processes, CX, data analysis, and continuous improvement. Evaluate AI model responses and document failures, patterns, and improvement opportunities.

Handled and resolved customer cases through Sprinklr and Zendesk, analyzing questions, complaints, and recurring issues to support improvements in customer journeys and service workflows. Collaborated with internal teams to clarify business rules and align information.

Mapped and modeled processes in Bizagi and created or updated procedures, work instructions, and support materials for outsourced voice, chat, and email operations. Identified bottlenecks, risks, and improvement opportunities using RCA, PDCA, and Lean Six Sigma.

Supported customer service teams and leadership as a bridge between Operations, Product, and technical teams on product, business, and card logistics topics. Analyzed cases, customer feedback, and Helpdesk data to identify patterns and generate insights.

Provided support via Helpshift on credit, fraud, card logistics, payments, and app features, documenting and categorizing cases to identify recurring issues.

Completed a Civil Engineering degree from the Federal University of Espírito Santo in 2024.

Earned the Databricks Fundamentals Accreditation.

Completed the AI/BI for Data Analysts course.

Earned Lean Six Sigma White Belt and Yellow Belt certifications.

Completed the Get Started with SQL Analytics and BI on Databricks course.

Completed an Integrated Technical Program in Roads from the Federal Institute of Espírito Santo in 2018.