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Sónia Santos

Community Manager na Eureca.com

Personal

I am a sociable, friendly, responsible and dynamic person that likes to set goals and objectives and achieve them. I have extensive experience in customer services. I am a good communicator with great organizational skills and have the capacity to work on my own initiative as well as working as part of a team.

 Profissional Experience

20132015

Operation Manager

Vortal, SA

Responsible for all the BackOffice team. Design and manage to achieve sustainable service excellence. This involves a deep understanding of customers and the firm's internal mechanisms. Service excellence is sustained when value is created for owners, employees, and customers.

  • Managing Customers
  • Managing Partner (Teleperformance)
  • Service improvement
  • Create new strategies
  • Design Service Models
  • Implementation of new process
  • Sales
  • Training
20102013

Account Manager

Vortal, SA
  • Ensure that client needs are met in a way that improves customer satisfaction and increases profitability for their own company
  • Conduct training seminars so that clients receive maximum benefit from a company's products, introduce new products, answer customer service questions and resolve issues related to functions such as billing
  • Interact with various departments, providing input that is used to create sales proposals, improve products and streamline business operations
  • Providing reports to costumers and company
20092010

Administrative Support

Guerin
  • Provide support to the client facing departments, such as trading, corporate finance
  • Ensure that the business is administered in an efficient, controlled, risk-free and timely manner
  • Ensure that products, services and money change hands how they are supposed to
  • Following the buying and selling of a products and services by the company, operations staff make sure that each transaction is: cleared (funds and products moving between buyer and seller); settled (confirmation of renting) smoothly and accurately; reconciled (accurately documented and reported)
  • Monitoring the activity and reports of daily transactions

Education

20072009

Bsc Occupational Therapist

London South Bank University
20062007

ESOL, English for Speakers of Other Languages 

Greenwich Community College 

Skills

Acquired

Business Intelligence, New Business Development, SaaS, Microsoft CRM, E-commerce, Value Selling, Microsoft Excel, B2B, Prepare Scripts, Reports, SLA, KPIS

Personal
  • Excellent communication, interpersonal and customer service skills
  • Organized with good project management, sales and strategic planning abilities
  • Ability to work with pressure and meet deadlines
  • Ability to use initiative and work as part of a team
  • Strong problem-solving and follow-through skills and able to work independently, lead team and interact with various levels of management
  • Sense of responsibility
  • Good computer skills
  • Flexible and adaptable
  • Native Portuguese speaker, with fluent verbal and writing English and French

Certificates

2014

CCP(CAP) 

NOVA ETAPA - CONSULTORES EM GESTÃO E REC. HUMANOS, LDA
Pedagogical Training of Trainers

Adicional

In my spare time I like to read, listening to music, spending time with my friends and family and I love to travel.

I belonged to an organization called “Moinho Da Juventude” where I taught children how to speak and write in Portuguese.  I also helped organize after-school activities and exchange visits with EU countries.