Ricardo Santos
Data Business Analyst with 10+ years bridging operations, data and technology in high-growth fintech and digital services. Track record of eliciting requirements from senior stakeholders, translating complex business needs into functional specifications, and delivering data-driven solutions across 15 business units and 600+ FTEs.
Strong technical foundation in SQL, Python and Power BI, combined with stakeholder management and executive communication at Director and VP level. Comfortable across the full delivery lifecycle — requirements gathering, UAT, change management and post-implementation support.
Experience
Senior Data Business Analyst – Operations & Capacity Planning
Payward Inc. (Kraken)
Acted as Data Business Analyst on an enterprise WFM platform implementation (600+ FTEs): elicited and documented requirements from operations and CX stakeholders, defined functional specifications, led UAT and acceptance-criteria sign-off, and managed change and training through go-live.
Partnered across Data, Process Improvement and Operations to gather and prioritise requirements, run requirements workshops, and translate competing stakeholder needs into agreed, documented solutions presented to Director and VP level.
Analysed staffing and SLA processes, defined the underlying business logic and data requirements, and specified and built modelling tools that gave operational leaders decision-ready outputs — bridging the gap between business need and technical implementation.
Built multi-variable demand-forecasting models (Prophet, XGBoost) for ticket volumes, sign-ups and market-driven demand, improving planning accuracy in a highly volatile operating environment.
Owned a monthly forecast and reporting cadence with senior leadership, presenting top-down and bottom-up analysis by business unit and evaluating impact on capacity, shrinkage, AHT and SLA metrics.
Automated recurring reporting and planning workflows in SQL and Apps Script, reducing manual effort and improving speed, consistency and governance of data delivery.
WFM Planning & Forecasting Analyst
eBay
Gathered and analysed demand and staffing requirements to produce short, mid and long-term capacity forecasts aligned to global CX service-delivery strategy.
Delivered variance and scenario analysis across forecast and budget cycles, translating data and assumptions into leadership-ready recommendations.
Partnered with Recruiting, Training and Partner Management to align operational requirements with forecasted demand.
WFM Planning Analyst
Teleperformance Portugal
Managed medium and long-term workforce plans for 500+ FTE operations, aligning client forecasts, hiring pipelines and service-level requirements.
Led monthly forecast reviews with Operations Managers and clients, advising on staffing, performance risk and service-level delivery.
WFM Real-Time Analyst
Teleperformance Portugal
Monitored real-time queue performance and adherence, recommending staffing actions to maintain KPI targets across multi-skill contact-centre operations.
Property Claims Manager
Cares
claims management and fraud prevention
Assistant Claims Manager
AXA Assistance
Customer Relationship Management
Portugal Telecom
Sales Consultant
EENERGY Alternative Energy Solution
business development and account management
Assistant Claims Manager
Zurich Insurance Company Ltd
Education
Instituto Superior Técnico, Lisbon
BSc
Skills
CORE COMPETENCIES
Business Analysis
Requirements elicitation & documentation, functional/non-functional specifications, process analysis & improvement, UAT, acceptance criteria, stakeholder workshops
Data & Technical
SQL, Python, Power BI, AWS Athena, Excel, Google Apps Script, data modelling, forecasting (Prophet, XGBoost)
Delivery & Tools
Jira, change management, training, cross-functional delivery, requirements traceability
Stakeholder & Communication
Director/VP-level reporting, translating technical detail into business language, prioritisation of competing needs
Domain
Financial services & insurance — claims management, fraud prevention, customer operations
EARLIER EXPERIENCE
Property Claims Manager
Cares
claims management and fraud prevention
Assistant Claims Manager
AXA Assistance
Customer Relationship Management
Portugal Telecom
Sales Consultant
EENERGY Alternative Energy Solution
business development and account management
Assistant Claims Manager
Zurich Insurance Company Ltd
LANGUAGES
English
fluent
Portuguese
native