Raphael Patrício de Andrade Falcão

Brazilian, 24. Married.

João Pessoa, State of Paraíba, Brazil

Seeking to apply my knowledge in exciting and challenging fields!

Skilled in project management, especially with SCRUM; decision-making theory; business-oriented statistics, with Power BI, as well as KPIs monitoring; candidate selection, with interview based on observation of behavior; recruiting, using booleans and social media; customer satisfaction.

Also, passionate about literature, philosophy, theology, technology, and games.

Work Experience

Support Agent • 5CA

April 2020 - Present

Working in a fast-paced and dynamic environment, where meetings and changes in procedures occur almost daily, while also having to meet the demands of multiple performance metrics and tight compliance requirements, has been a tremendous learning experience!
I am responsible for providing bilingual (English and Portuguese) support to customers worldwide while offering valuable knowledge contributions to the company's client internal database of processes, as well as reporting possible trends, so they can be further investigated and quickly resolved.

A few of the applications I am used to working with are Office 365, Teams, Zendesk, Helpshift, Dixa, and Elevio.

Awards: Q3 - On Top of the Ranks 2020; Q1 - On Top of the Ranks 2021

Administrative Manager • LIMP VIVA - Materiais de Limpeza & Descartáveis

April 2019 - June 2020

As a managing partner of this cleaning products business, I was responsible for — among other things — the management and development of the company's projects, recruitment on LinkedIn and Facebook, contracts, payroll, finances, performance reports, management system, website, marketing, and social media (e.g.: logo, business cards, billboard, ads, creative content).

Data Analyst Intern • Universidade Federal da Paraíba

February 2019 - March 2019

Analyst at the University's Student Data Observatory, using machine learning and statistics through the Qlik Sense tool, I was responsible for the translation of data into meaningful information used in private seminaries held by the administration for evidence-based management of the University.