• Lisboa , Portugal
Sónia  Santos

Sónia Santos


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

Experiência Profissional

Operation Manager

2013 - 2015
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

Account Manager

2010 - 2013
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

Administrative Support

2009 - 2010
  • 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


Formação Acadêmica

Bsc Occupational Therapist

2007 - 2009
London South Bank University

ESOL, English for Speakers of Other Languages 

2006 - 2007
Greenwich Community College 


Habilidades Profissionais


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


  • 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




Pedagogical Training of Trainers


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.