Open to opportunities

Luciana Fraga de Figueiredo

@lucianafragadefiguei

Message

Business operations and CX analytics specialist driving measurable growth with data and automation.

Brazil

Message

What I'm looking for

I seek a data-driven role in CX/operations where I can build predictive models, dashboards, and cost-to-serve solutions, collaborate cross-functionally, and drive measurable improvements while influencing strategy.

I 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.

Experience

Work history, roles, and key accomplishments

Current

Performance Specialist (CX Analytics)

Current

Caju Benefícios

Mar 2024 - Present (1 year 6 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.

Python SQL Databricks Metabase AWS RedShift Cost To Serve Models Dashboards

Business Operations (Analytics) Specialist

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.

SQL Python Machine Learning SLA Management Cohort Analysis Stakeholder Management Dashboards

Customer Experience Coordinator

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.

Customer Journey Mapping SQL Metabase Databricks Process Improvement Stakeholder Management

Customer Experience Analyst

Nubank

Jul 2018 - Mar 2020 (1 year 8 months)

Built predictive KYC and fraud-detection models that reduced KYC cycle time by 50% and decreased merchant cloning exposure, streamlining acquisition with SQL and automation.

SQL Fraud Detection KYC Excel Automation)Data Analysis Risk Management

Education

Degrees, certifications, and relevant coursework

Universidade Estadual Paulista (UNESP)

Bachelor 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.