Horácio Franca has over 18 years of experience in the Call Center and Customer Service segment, working directly in the areas of Quality, Planning, and Operations. He has directly managed operations across multiple high-complexity sectors, such as IFOOD, QUINTO ANDAR, ITAÚ, COMGÁS, SICREDI, VIA VAREJO, MERCADO PAGO, HEINEKEN, PEPSICO, SUMUP, YOUSE, SUHAI, among others. He focuses on transforming customer service projects, emphasizing B2B and B2C relationships and increasing the representation of digital channels in the customer journey and experience. Horácio applies methodologies for measuring customer satisfaction (NPS, CSAT, CES) and generating business insights that enable the reformulation and optimization of processes, as well as the improvement of brand identity policies. He specializes in managing inbound, outbound, cross-selling, chat, email, in-person service (physical service points), social media interactions, multichannel, and home office operations.