Eva Santos
@evasantos
I build stronger customer experiences through training, coaching, process improvement, and travel-industry expertise.
PortugalWhat I'm looking for
I'm currently delivering onboarding and advanced training for Foundever’s eDreams customer support teams, covering Galileo, NDC, Amadeus, and internal systems. I create learning materials, coach agents, and partner with SMEs and management to close performance gaps.
Across customer support, SME, and training roles, I’ve used performance metrics, quality audits, and personalised improvement plans to improve productivity, customer satisfaction, and operational efficiency.
My hospitality background at Hotel Eurostars Aliados and Hotel Eurostars Porto Douro strengthened my ability to manage guest journeys, reservations, complaints, and local travel recommendations. I’m motivated by optimising processes and empowering teams to deliver excellent service.
Experience
Work history, roles, and key accomplishments
Learning Specialist/Trainer
Foundever
Aug 2025 - Present (1 year 1 month)
Delivered onboarding and advanced training programmes for customer support teams. Coached agents to improve quality, productivity, and customer satisfaction.
SME (Subject Matter Expert)
Foundever
Jun 2025 - Aug 2025 (2 months)
Provided real-time operational support for agents and collaborated with leadership to improve operational efficiency. Analysed performance metrics and audited customer interactions.
Customer Support Agent
Foundever
Apr 2025 - Jun 2025 (2 months)
Provided real-time operational support for clients and handled concerns and complaints. Identified customer needs and provided tailored solutions.
Receptionist
Hotel Eurostars Aliados 5*
Aug 2022 - Apr 2025 (2 years 8 months)
Managed front-office operations, ensuring excellence in guest experience from check-in to check-out. Delivered customer service and handled guest complaints professionally.
Customer Support Agent
NOS Telecomunicações Campanhã
Dec 2020 - Aug 2022 (1 year 8 months)
Delivered high-quality customer support and resolved enquiries and technical issues. Managed complaints with empathy and professionalism.
Receptionist
Hotel Eurostars Porto Douro 4*
Aug 2019 - Mar 2020 (7 months)
Managed front-office operations and delivered exceptional guest service. Assisted guests with tourist information and handled reservations and room availability.
Education
Degrees, certifications, and relevant coursework
ISCAP
Degree, Event Management
Pursuing a degree in Event Management at ISCAP, expected to complete in 2026.
Escola de Hotelaria e Turismo de Coimbra
Diploma, Hotel Management and Accommodation
Completed a program in Hotel Management and Accommodation at Escola de Hotelaria e Turismo de Coimbra in 2019.
Tech stack
Software and tools used professionally
Availability
Location
PortugalAuthorized to work in
Salary expectations
Skills
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