SMSusana Martinho
@susanamartinho
Team Leader with 15+ years’ experience in customer service and operations, focused on results, quality, and team growth.
PortugalWhat I'm looking for
With over 15 years of experience in customer service, team leadership, and operational support within the banking and insurance sectors, I bring a proven ability to lead teams, optimize processes, and deliver exceptional customer experiences. My career has been defined by a strong commitment to efficiency, empathy, and continuous improvement.
I am passionate about developing people, fostering collaboration, and creating solutions that drive both customer satisfaction and business success. I thrive in dynamic environments where leadership, communication, and innovation come together to achieve meaningful results.
Experience
Work history, roles, and key accomplishments
Team Leader Customer Care
Banco CTT
Jul 2016 - Present (9 years 6 months)
Implemented customer support and complaint management strategies for a leading Portuguese bank, supervised teams and suppliers, and drove KPI improvements and process initiatives to increase conversion rates and customer satisfaction.
Contact Center Team Leader
BES/Novo Banco
Apr 2009 - Jun 2016 (7 years 2 months)
Progressed from contact center operator to team leader, supervised customer service performance, contributed to an internal knowledge base, led telephone sales of banking and insurance products, and supported clients affected by institutional restructuring.
Customer Service Back Office
TMN Telecommunications
Nov 2007 - May 2009 (1 year 6 months)
Managed customer requests and case follow-up, analyzed cases and responses, and helped create the Complaints Department including regulatory communications.
Education
Degrees, certifications, and relevant coursework
Escola de Comércio de Lisboa
Marketing Technician, Marketing
2004 - 2007
Grade: 15/20
Activities and societies: Professional Aptitude Exam: 16/20
Completed a Marketing Technician program with practical and theoretical training in commerce and marketing.
Tech stack
Software and tools used professionally
Availability
Location
PortugalAuthorized to work in
Job categories
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