RAPHAELA SILVA
London,United Kingdom
Summary
Operations management professional with experience in team leadership, quality assurance and process improvement. Proven ability to improve performance through reporting and KPI analysis, ensuring excellence in customer service and effective stakeholder management. Proficient in SAP CRM systems and the Microsoft Office suite, with a solid track record in rapid problem-solving and continuous improvement initiatives. Focused on driving successful client strategies, whilst excelling in administrative operations.
Overview
2
2
Languages
1
1
Certification
16
16
years of professional experience
Work history
Operations & Team Supervisor – Quality Control
United Facilities Ltd
London, UK
2025.04 - 2026.07
- Supervise daily work of operational teams while maintaining quality standards.
- Check staff performance using regular quality checks and coaching sessions.
- Train new employees and provide ongoing support for service quality improvement.
- Run audits and inspections to confirm compliance with company procedures.
- Investigate operational issues and apply corrective actions to resolve root causes.
- Produce performance reports and track KPIs for operational visibility.
- Drive continuous improvement initiatives to increase efficiency and customer satisfaction.
- Coordinate workforce planning and support managers in operational decision-making.
Account Manager
Solo Network
2021.11 - 2025.04
- Managed a portfolio of business clients across the technology sector.
- Built and maintained long-term customer relationships.
- Sold Microsoft, Adobe, Azure, Kaspersky and other enterprise software solutions with average sales per customer from 300k.
- Prepared commercial proposals and negotiated contracts.
- Managed entire sales cycle from prospecting to post-sales support.
- Produced sales forecasts and pipeline reports.
- Worked closely with technical and consulting teams to deliver customer solutions.
Customer Success Account Manager
LG Lugar de Gente
2021.02 - 2021.11
- Managed customer relationships for HR software solutions.
- Delivered strategic account reviews and KPI meetings.
- Supported customers in maximising software adoption.
- Identified opportunities to improve client processes.
- Coordinated implementation of consultancy services.
- Increased customer engagement through proactive account management.
Account Manager
iT.eam Tecnologia
2018.06 - 2021.01
- Managed strategic business accounts across Southern Brazil.
- Sold enterprise software solutions including IBM, SonicWall and Palo Alto products.
- Identified new business opportunities.
- Developed commercial proposals and negotiated contracts.
- Maintained long-term relationships with key decision-makers.
- Achieved regional sales targets through consultative selling.
Internal Sales Executive
Komatsu Brasil
2017.03 - 2018.03
- Managed purchase orders for mining industry customers.
- Coordinated with procurement and logistics teams.
- Supported field sales representatives.
- Prepared quotations and monitored delivery schedules.
- Managed customer orders using SAP.
- Produced sales and operational reports.
Administrative Analyst
Localiza Rent Car
2010.02 - 2014.09
- Analysed operational performance across 15 business units.
- Developed action plans based on KPI analysis.
- Redesigned operational processes to improve efficiency.
- Delivered training to managers on new procedures.
- Conducted internal audits.
- Supported post-sales operations and customer service improvements.
Education
MBA - Sales Management & Customer Relationship Management
UNA University Centre
BrazilBachelor's Degree - Business Administration
UNA University
BrazilSkills
- Operations management
- Team leadership
- Quality assurance and control
- Process mapping techniques
- Performance monitoring
- KPI reporting and analysis
- Customer service excellence
- Stakeholder management
- Administrative operations
- Customer success strategies
- Microsoft Office suite
- SAP proficiency
- CRM systems expertise
- Quality auditing
Certification
- Process Auditing
- Continuous Improvement (PDCA)
- Strategic Account Planning
- SAP
- Microsoft Office
- Sales Foundations for Security (IBM)
- Change Management
- Customer Service Excellence
LANGUAGES
Portuguese: Native
English: Intermediate (B1–B2)
Accomplishments
Awarded in the Central-West region of Brazil for being named the ‘Outstanding Company of 2025' for developing businesses that generate value in the technology sector.
Timeline
Operations & Team Supervisor – Quality Control
United Facilities Ltd
2025.04 - 2026.07
Account Manager
Solo Network
2021.11 - 2025.04
Customer Success Account Manager
LG Lugar de Gente
2021.02 - 2021.11
Account Manager
iT.eam Tecnologia
2018.06 - 2021.01
Internal Sales Executive
Komatsu Brasil
2017.03 - 2018.03
Administrative Analyst
Localiza Rent Car
2010.02 - 2014.09
Bachelor's Degree - Business Administration
UNA University
MBA - Sales Management & Customer Relationship Management
UNA University Centre