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@lucianafragadefiguei
Business operations and CX analytics specialist driving measurable growth with data and automation.
BrazilI am a Business Operations and CX Analytics specialist with 7+ years improving customer journeys, operational performance, and analytics-driven decisions. I build predictive models, cost-to-serve frameworks, and real-time dashboards using SQL, Python, Databricks, Metabase, and AWS Redshift to deliver measurable outcomes.
My work has scaled customer bases rapidly, reduced KYC cycle times by over 50%, cut customer effort and support costs, and earned recognition at the Zendesk Customer Experience Awards. I partner cross-functionally to embed data into product and growth strategies and present insights to leadership and investors.
Sign up now and join over 100,000 remote workers who receive personalized job alerts, curated job matches, and more for free!
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Work history, roles, and key accomplishments
Caju Benefícios
Mar 2024 - Present (1 year 8 months)
Built a Python-based cost-to-serve model adopted company-wide and designed Databricks/Metabase dashboards for real-time CX performance tracking, driving SLA improvements and investor reporting.
Caju Benefícios
Sep 2022 - Mar 2024 (1 year 6 months)
Developed a predictive CES model (SQL/Python/ML) that reduced customer effort by 20% and delivered predictive insights that improved SLA compliance by 45% across CX, Marketing, and Social teams.
Caju Benefícios
Mar 2020 - Sep 2022 (2 years 6 months)
Structured end-to-end CX as an early hire and scaled the customer base from 10k to 100k in under six months through data-driven process optimization and SQL/Metabase dashboards.
NUBuilt predictive KYC and fraud-detection models that reduced KYC cycle time by 50% and decreased merchant cloning exposure, streamlining acquisition with SQL and automation.
Degrees, certifications, and relevant coursework
UUBachelor of Science, Electrical Engineering
2011 - 2019
Completed a Bachelor of Science in Electrical Engineering at UNESP, focusing on engineering fundamentals and technical problem-solving from 2011 to 2019.
Software and tools used professionally
BrazilYou can contact Luciana and 90k+ other talented remote workers on Himalayas.
Message Luciana
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