Business objective
Connect customer care management with day-to-day request handling: from understanding results and capacity needs to the agent’s workflow in Salesforce.
EXPERIENCE IN REGULATED FINTECH
Customer Care.
From data to customer response.
End-to-end reporting and AI support for customer care: KPIs, capacity planning, human-written performance overviews and a Salesforce assistant for multilingual conversations.
A project from professional experience. Employer identity, internal data and customer conversations are not disclosed.
Customer care reporting, KPIs and capacity
I built end-to-end customer care reporting, a KPI framework and capacity planning. Reporting was supported by a human-written overview explaining the figures and providing business context for managing the operation.
A Salesforce assistant for customer requests
I trained a Salesforce bot to translate between agent and customer languages, summarise customer requests and suggest response drafts. This brings analytics and AI support into the team’s practical day-to-day work.
Compliance and Salesforce Trust Layer
The solution was developed in a regulated fintech environment, with compliance requirements and Salesforce Trust Layer. This experience includes working within the constraints and rules of the business environment where AI is applied.
Employment experience, not an offer of services to fintech companies. LinaWorks does not take on fintech engagements.