# Bianca Franca Bianca Franca is a remote worker on Himalayas, Business Analyst at PicPay, based in Brazil. Source: https://himalayas.app/@biancafranca ```text Business Analyst at PicPay improving customer service platforms with KPI dashboards that surface recurring issues and opportunities. ``` | Detail | Value | | --- | --- | | Availability | Looking for a job | | Location | Brazil | | Authorized to work in | Brazil | | Salary expectations | 40k+ BRL | | Job categories | Business Analyst, Process Analyst, Customer Experience Analyst | | Skills | Business Analysis, Requirements Gathering, Customer Experience, Customer Service Platforms, Dashboard Development, KPI Monitoring, Performance Metrics, Process Mapping, Operational Workflows, BPMN, Bottleneck Analysis, Continuous Improvement, Root Cause Analysis, Lean Six Sigma, PDCA | | LinkedIn | https://https://www.linkedin.com/in/biancaffranca | ## About ```text At PicPay, I work on customer service platforms, supporting operational needs analysis and the evolution of workflows and platform features. I build and monitor dashboards and KPIs to show performance, recurring issues, and improvement opportunities. I partner with Customer Service, Operations, Product, and technical teams to align requirements, priorities, and deliverables. As an AI Trainer, I create and review prompts that simulate workflows and business challenges, then document model response patterns and improvement opportunities. At PicPay, I handled customer cases through Sprinklr and Zendesk, analyzing complaints and recurring issues to support improvements in customer journeys and service workflows. I also collaborated with internal teams to clarify business rules and address operational deviations. At will bank, I mapped processes in Bizagi and developed or updated procedures and support materials for outsourced operations. I used RCA, PDCA, and Lean Six Sigma to identify bottlenecks, risks, and improvement opportunities, and earlier supported customer service teams by analyzing cases, feedback, and Helpdesk data. ``` ## Experience ### Business Analyst (current) [PicPay](https://himalayas.app/companies/picpay). Aug 2026 - Present ```text 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. ``` Skills: Business-Analysis, Customer-Service-Platforms, Dashboarding, KPIs, Stakeholder-Management, Process-Mapping, SQL, Databricks, Excel, Google-Sheets ### AI Trainer (current) [PicPay](https://himalayas.app/companies/picpay). Jan 2026 - Present ```text 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. ``` Skills: Prompt-Engineering, AI-Evaluation, Data-Analysis, Process-Improvement, CX ### Customer Relationship Analyst II - Social Media [PicPay](https://himalayas.app/companies/picpay). Oct 2024 - Jul 2026 ```text 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. ``` Skills: Sprinklr, Zendesk, Customer-Service, Social-Media, Issue-Analysis, Collaboration ### Junior Process Analyst will bank. Feb 2024 - Sep 2024 ```text 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. ``` Skills: Bizagi, Process-Mapping, BPMN, RCA, PDCA, Lean-Six-Sigma, Documentation ### Customer Experience Analyst - CX SME will bank. Jan 2022 - Feb 2024 ```text 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. ``` Skills: Customer-Experience, Data-Analysis, Help-Desk, Stakeholder-Management, Product-Knowledge ### Customer Experience Assistant will bank. Sep 2020 - Jan 2022 ```text Provided support via Helpshift on credit, fraud, card logistics, payments, and app features, documenting and categorizing cases to identify recurring issues. ``` Skills: Helpshift, Customer-Support, Issue-Categorization, Documentation ## Education ### Federal University of Espírito Santo Bachelor's Degree, Civil Engineering ```text Completed a Civil Engineering degree from the Federal University of Espírito Santo in 2024. ``` ### Databricks Databricks Fundamentals Accreditation, Data Analytics ```text Earned the Databricks Fundamentals Accreditation. ``` ### Databricks AI/BI for Data Analysts, Data Analytics ```text Completed the AI/BI for Data Analysts course. ``` ### Lean Six Sigma Lean Six Sigma White Belt and Yellow Belt, Process Improvement ```text Earned Lean Six Sigma White Belt and Yellow Belt certifications. ``` ### Databricks Get Started with SQL Analytics and BI on Databricks, SQL Analytics ```text Completed the Get Started with SQL Analytics and BI on Databricks course. ``` ### Federal Institute of Espírito Santo Technical Program, Roads ```text Completed an Integrated Technical Program in Roads from the Federal Institute of Espírito Santo in 2018. ``` ## Tech stack - Looker - Intercom - Databricks - Slack - Zendesk - Jira - Google Workspace - Confluence - Google Sheets - ChatGPT - Sprinklr - BPMN - Claude To contact Bianca, message them from this profile with a Himalayas employer account: [Hire on Himalayas](https://himalayas.app/hire). ## People also viewed - [Luciana Fraga de Figueiredo](https://himalayas.app/@lucianafragadefiguei): Performance Specialist (CX Analytics), Caju Benefícios - [Davi Luiz Dias](https://himalayas.app/@daviluizdias): Senior Relationship Analyst, PicPay - [Filipe Rigon](https://himalayas.app/@filiperigon): Business Analyst, RD Station - [Chinweuba Christopher Ndubueze](https://himalayas.app/@chinweubachristopher): Fintech Support Specialist, Foundever (Wise Operations) - [Pedro Raposo](https://himalayas.app/@pedroraposo): Business Analyst, Hyperfy - [Anggela Moreno Leiva](https://himalayas.app/@anggelamorenoleiva): CX Operations & Process Improvement Specialist, Bitso - [Larissa Souza](https://himalayas.app/@larissasouza): Business Customer Support Associate, Wise - [Rhana Millena](https://himalayas.app/@rhanamillena): Analista de ouvidoria, will bank - [Soo Lee](https://himalayas.app/@soolee): Lifecycle Marketing, HeySunday - [Frederico Hoffman](https://himalayas.app/@fredericohoffman): Analista de Negócios, ClickBus