Open to opportunities

Vinícius Santos Silva

@vinciussantossilva

Senior consultant focused on incident management, customer support quality, and operational reporting in fintech and support environments.

Portugal

Message

What I'm looking for

I’m looking for a role where I can own incident handling end-to-end, improve operational visibility with strong reporting, and drive continuous improvement through quality analysis and customer-focused process changes.

I’m an operations-focused Senior Consultant with hands-on experience managing incidents across L1/L2/L3, improving visibility through structured reporting, and coordinating resolution inside Agile teams. In the Toyota project, I triage and own incident updates end-to-end, work daily with ServiceNow, Jira, and Confluence, and present sprint-level incident metrics to keep Buy stream priorities clear and actionable.

Previously at Revolut, I led quality assurance for Transfers and Top-up, designing QAscorecards, coaching 50+ agents, and turning quality trends into policy and process changes. I’ve also strengthened customer support operations at Gnosis Pay—building and standardizing knowledge bases in Notion and transitioning documentation into Zendesk Help Center—while driving cross-functional alignment on compliance, product, and operations to improve customer experience and onboarding.

Experience

Work history, roles, and key accomplishments

Current

Senior Consultant

Current

Inetum

Sep 2025 - Present (7 months)

Managed incidents across L1, L2, and L3 for the Toyota project, ensuring triage, ownership, follow-up, and resolution. Used ServiceNow, Jira, and Confluence to produce sprint-level incident reports and keep teams aligned during two-week Agile sprints.

Incident Management ServiceNow Jira Confluence Agile Delivery Sprint Reporting Microsoft Excel Microsoft Teams

Customer Relations Manager

Gnosis Pay

Dec 2024 - Sep 2025 (9 months)

Provided customer support via Zendesk and email, troubleshooting complex technical and product issues and escalating incidents to tech teams. Built internal documentation in Notion, improved internal investigation tools with product designers, and led initiatives including a knowledge-sharing transition to Zendesk Help Center and a company-wide “new joiners compass”.

Zendesk Customer Support Escalations Notion Stakeholder Management Documentation Process Improvement

Quality Analyst

Revolut

Jan 2023 - Dec 2024 (1 year 11 months)

Led quality assurance for the Transfers and Top-up department by reviewing support interactions for accuracy, compliance, and customer satisfaction. Monitored and coached 50+ agents, designed QA scorecards, and delivered quality reporting that informed policy and process changes.

Quality Assurance QA Scorecards Customer Satisfaction Compliance Process Improvement Team Leadership Interaction

Customer Support Specialist

Revolut

Feb 2022 - Dec 2022 (10 months)

Provided specialized support for referral processes, ensuring accurate resolution, tracking, and follow-up of customer cases. Improved vendor agent performance by 25% in positive customer ratings within one quarter and supported scaling via onboarding and shadowing sessions for 80+ new hires.

Customer Support Referrals Cross Functional Collaboration Onboarding Performance Improvement Customer Experience

Education

Degrees, certifications, and relevant coursework

ETIC - Escola de Tecnologias, Inovação e Criação do Algarve

Video game production and development, Video game production and development

Activities and societies: 3D Modelling in Blender; Prototype creation in Unity; C# Programming; Digital Arts; Photoshop.

Completed a video game production and development program covering topics such as Blender 3D modeling, Unity prototype creation, C# programming, digital arts, and Photoshop.