Sonia Santos
Lisbon,11
Summary
Resourceful and experienced worker offering expertise in customer service, coordination and file management. Detail-oriented team player with strong organizational skills. Dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Commercial Consultant
Wall Street English
10.2022 - Current
- Collaborate with clients to identify their language learning needs and propose suitablesolutions
- Conduct sales presentations, negotiate contracts, and close deals to meet revenue targets
- Provide ongoing customer support and address inquiries or concerns promptly.
Guerin Rent-a- Car
12.2007 - 05.2021
Customer Service Manager
- Managed a team of customer care representatives, ensuring high-quality service delivery
- Handled customer complaints and implemented improvements in the company's continuousimprovement process
- Monitored team performance metrics, response times, and customer satisfaction rates
- Provided insights for various departments based on customer interactions
- Contributed to the quality and training department by assisting with training programs.
Reservation Call Centre Manager
- Led a 12-person call centre team, overseeing hiring, training, and performance management
- Developed and implemented schedules to optimize productivity and ensure excellentcustomer service
- Recognized and rewarded individual performance to motivate team members.
Call Centre Operator
- Managed car rental reservation bookings and provided customer support.
Journalist/Advertising Sales Representative
O Instalador, HVAC technical magazine
11.2002 - 07.2007
- Wrote articles and reports, handled translations, and managed advertising sales andsubscriptions.
Education
Degree - Languages, Literatures andCultures
Faculdade de Letras da Universidade de Lisboa
Skills
- Negotiation and Conflict Resolution
- Positive and Constructive Feedback
- Personnel Training and Development
- Exceptional Interpersonal Communication
- Quality Improvement Initiatives
- Collaborative Environments
- Continuous Improvements
Certification
- Microsoft Office
- Intermediate Excel
- Lean Tools - Kaizen (3 years)
- Internal Auditor ISO 9001:2015 - Guerin Rent-a-Car Conflict Management and Interpersonal Communication
- Leadership Training - Porto Business School Executive Program
Languages
Portuguese
Native language
English
Advanced
C1
Spanish
Beginner
A1
French
Beginner
A1
Timeline
Commercial Consultant
Wall Street English
10.2022 - Current
Guerin Rent-a- Car
12.2007 - 05.2021
Journalist/Advertising Sales Representative
O Instalador, HVAC technical magazine
11.2002 - 07.2007
Customer Service Manager
Reservation Call Centre Manager
Call Centre Operator
Degree - Languages, Literatures andCultures
Faculdade de Letras da Universidade de Lisboa
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