Caio Vinicius S. Silva
Barueri
Summary
Results-oriented professional with strong leadership and team management skills, specializing in software development, payment solutions, and artificial intelligence. Expertise in leading teams to innovate and achieve operational excellence, with a deep understanding of payment systems like PIX. Proven ability to design and implement scalable solutions that drive business success and meet organizational objectives.
Overview
16
16
years of professional experience
1
1
Certification
Work History
IT Coordinator
Shipay
07.2024 - Current
- Oversaw IT assets and inventory management, ensuring efficient operations and optimal resource allocation across the organization.
- Led and managed gambling and casino operations, including client management for sports betting and high-risk operations, resulting in a 20% increase in operational efficiency.
- Supported companies navigating Brazilian gambling and sports betting market, contributing to a 15% increase in client satisfaction and market share.
- Identified plans and resources required to meet project goals, ensuring on-time delivery of key initiatives.
- Planned, designed, and scheduled phases for large-scale projects, achieving a 25% improvement in project delivery timelines.
Tech Ops Manager
Shipay
02.2024 - 07.2024
- As a Tech Ops specialist, committed to ensuring operational excellence and exceeding customer expectations
- Bring together diverse teams, including operations, product, development, and marketing, to foster agile and efficient product delivery
- Proficient in Python, JavaScript, Golang, and extensive experience with RestAPIs
- Utilize advanced monitoring tools like Grafana and Datadog to ensure optimal product and infrastructure performance
- Manage sports betting clients, casinos, betting operations, and all high-risk operations.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Identified and resolved unauthorized, unsafe, or ineffective practices.
Operations Coordinator
Shipay
06.2021 - 02.2024
- Responsible for managing the Operations team at a technology company, overseeing the delivery of high-quality client experiences and ensuring the efficient functioning of services
- Collaborate with end-users, partners, and major Brazilian banks to develop and implement industry best practices for retail and E-commerce
- Proficient in Python, JavaScript, and Golang, using these languages to create applications and bots that automate processes
- Experienced in Docker, Postman, Pandas, and Google App Scripts for developing and testing applications.
- Implemented troubleshooting, root cause analysis and issue resolution.
- Collaborated with area managers to evaluate needs and optimize operational plans.
Technical Customer Experience Manager
Shipay
06.2020 - 06.2021
- Unlocked exponential growth by scaling services and products, and maximizing customer retention and loyalty through the effective management of digital processes and tools
- Collaborated closely with the Head of Growth and other managers to define product strategies, pricing, product mix, sales channels, and target markets
- Built the Customer Success department from scratch, focusing on delivering the best customer experience throughout their journey
- Established best practices for the Inside Sales and Field Sales models for both Longtail and Key accounts.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
WFM Senior Reporting Analyst
Concentrix
01.2020 - 06.2020
- Collected and analyzed historical contact volume and AHT (Average Handle Time) data, ensuring emerging trends were captured and outliers normalized
- Used historical and current data along with available business intelligence to forecast interval and daily pattern distributions for contact volume and AHT
- Generated accurate short-range (1-30 days) projections, enhancing operational readiness
- Defined short-term staffing projections based on customer requirements, historical, and future trends.
- Continuously assessed current reporting techniques and developed improvements to boost accuracy.
- Enhanced data integrity by applying meticulous attention to detail when reviewing and analyzing data maintenance processes.
WFM - Real Time Analyst
Concentrix
09.2019 - 01.2020
- Managed Real Time exceptions in a large call center environment
- Provided communication to and from Operations and other support departments for escalation of service-impacting issues
- Oversaw call flow, real time, through workforce management tool
- Monitored intra-day call and work volume as compared to forecast
- Completed real-time activities related to staffing
- Ensured all required data is tracked and trended on a continuous basis.
- Leveraged on-site observation and personal interviews to identify team and individual strengths.
- Gathered, documented, and modeled data to assess business trends.
Sales Consultant
Medical Flex
01.2019 - 08.2019
- An accomplished, results-driven professional with expertise in business development
- Recognized for consistently achieving goals by increasing sales and growing revenues
- Charged with developing new customers and growing sales from existing client base
- Formulate new strategic marketing and business initiatives
- Meet or exceed marketing targets, financial objectives, and departmental budgets.
- Used consultative sales techniques to understand customer needs and recommend relevant products and services.
- Implemented up-selling strategies, encompassing recommendation of accessories and complementary purchases.
Trainer PE
Adicyona Processos Empresariais
07.2018 - 01.2019
- Organized the schedule and communication of meetings to create or review strategic planning
- Made the manager aware that he must be the leader of the process, on which everyone's engagement and planning success depends
- Designed the business model with company partners
- Presented techniques that assist in the work of preparing and managing strategic planning
- Preparation of strategic diagnosis
- Definition of the institution's philosophy
- Assembly of the strategic map with the organization's objectives.
Regional Sales Consultant
Serquip MG - Tratamento de Resíduos de Saúde e Industriais
06.2017 - 04.2018
- Public Bids Sales with more than 100 counties in Minas Gerais
- Contact prospective customers and provide them with information on the company that they are representing and the services provided
- Make sure that deliveries have been made in a time-efficient manner
- Keep records of all conversations and interactions with customers
- Maintain and update sales logs periodically.
Finance Analyst
Walmart Brasil
06.2015 - 06.2016
- Mentenance database by entering, verifying, and backing up data
- Protects operations by keeping financial information confidential
- Recommends actions by analyzing and interpreting data and making comparative analyses; studying proposed changes in methods and materials
- Maintains technical knowledge by attending educational workshops; reviewing publications
- Contributes to team effort by accomplishing related results as needed
- Guides cost analysis process by establishing and enforcing policies and procedures; providing trends and forecasts; explaining processes and techniques; recommending actions.
- Measured actual performance against operating plan and interpreted results for all levels of management.
- Provided tailored financial analysis and offered advice to improve business processes and manage costs.
Palestrante
ESAMC
02.2015 - 06.2015
- Conducted training for teachers and students on Power Point presentations
- Brought information to the public about current issues
- Engaged students to learn about ESAMC College
- Promoted the name of ESAMC College throughout São Paulo.
Business Intelligence Analyst
ddCom Systems Ltda
02.2014 - 02.2015
- Developed and managed BI solutions
- Provided reports, processes, and Excel VBA applications through the application life cycle
- Collaborated with business users
- Analyzed business processes and requirements
- Created and maintained documentation including requirements, design, and user manuals
- Identified opportunities to improve processes and strategies with technology solutions.
Business Intelligence
TV Alphaville
02.2013 - 01.2014
- Developed and managed BI solutions
- Provided reports, processes, and Excel VBA applications through the application life cycle.
- Synthesized current business intelligence data to produce reports and polished presentations, highlighting findings, and recommending changes.
- Participated in collaborative development of data management, business intelligence and analytic architecture standards and facilitated understanding and adherence to standards.
Project Analyst
ddCom Systems Ltda
09.2010 - 11.2012
- Top Clients Analyst (CLARO, ITAÚ, and SABESP)
- Contributed to Project Planning
- Helped Manage Projects
- Evaluated and Monitored Progress
- Performed Data Analysis
- Created Documentation.
- Reported project cost analyses to enhance workflow and increase profits.
- Advocated for ways to streamline ongoing projects, prioritizing shorter turnaround times and consistent development quality.
Help Desk Assistant
Sonda
02.2009 - 02.2010
- Provided technical support and consulting services on all IT related matters
- Answered inquiries received at the Help Desk and accurately classified, prioritized, and recorded the service requests
- Worked with users to appropriately diagnose the nature of their problems and resolving software, hardware, and mobile device issues.
- Assessed, troubleshot and repaired various machines such as desktops, printers and sorters.
- Configured and tested new software and hardware.
Education
Engenharia de Software -
Descomplica Faculdade Digital
São Paulo, Sao Paulo, Brazil12.2025
Skills
- Python Programming
- Supervision and leadership
- RESTful API development
- Capacity Planning
- Application support
- IT risk management
- Code Development
- Software Applications
- Process Automation
- Operations Management
- Critical Thinking
Accomplishments
- Maintained a customer satisfaction rating of over 97% for two consecutive years by consistently delivering high-quality service and resolving issues promptly.
- Designed and launched the Cashout API product, which demonstrated significant value and became the most profitable product for the company over the past two years.
- Managed client assets in the gambling and betting industry valued at over $10 million, ensuring compliance, security, and operational efficiency.
- Supervised a team of 7 staff members, driving performance, fostering collaboration, and ensuring project delivery on time and within budget.
Certification
- Python Certification
- Leadership Communication
- Linux Foundation
- Javascript Certification
- Fundamentos de Expressões Regulares (REGEX)
- Python Selenium Automated
- Google Apps Script Complete Course
- Gestão de Produto - Product management
Languages
Português
Inglês
Software
Python
Google App Script
Javascript
Office Suite
Google Gsuite Tools
Timeline
IT Coordinator
Shipay
07.2024 - Current
Tech Ops Manager
Shipay
02.2024 - 07.2024
Operations Coordinator
Shipay
06.2021 - 02.2024
Technical Customer Experience Manager
Shipay
06.2020 - 06.2021
WFM Senior Reporting Analyst
Concentrix
01.2020 - 06.2020
WFM - Real Time Analyst
Concentrix
09.2019 - 01.2020
Sales Consultant
Medical Flex
01.2019 - 08.2019
Trainer PE
Adicyona Processos Empresariais
07.2018 - 01.2019
Regional Sales Consultant
Serquip MG - Tratamento de Resíduos de Saúde e Industriais
06.2017 - 04.2018
Finance Analyst
Walmart Brasil
06.2015 - 06.2016
Palestrante
ESAMC
02.2015 - 06.2015
Business Intelligence Analyst
ddCom Systems Ltda
02.2014 - 02.2015
Business Intelligence
TV Alphaville
02.2013 - 01.2014
Project Analyst
ddCom Systems Ltda
09.2010 - 11.2012
Help Desk Assistant
Sonda
02.2009 - 02.2010
Engenharia de Software -
Descomplica Faculdade Digital
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