Teresa Martins

Managed end-to-end case delivery for home loan and mortgage applications in the French market, working to strict compliance standards and fixed deadlines. Acted as point of contact with Caixa Geral de Depósitos branches in France, resolving documentation issues and following each case through to completion.

Handled an average of 62 customer contacts per day in a high-volume, SLA-driven contact centre, resolving account and service queries at first contact wherever possible. Managed escalations and de-escalations, passing complex cases to specialist teams with complete case notes to ensure continuity for the customer.

Owned social media and digital communications for the brand, setting content direction in English and managing the publishing calendar across channels. Monitored channel performance and produced regular reports for management, using engagement metrics to shape content decisions and improve reach.

Managed social media presence and community engagement across four language markets (English, Spanish, French and Portuguese), responding to audience interaction and maintaining a consistent brand voice in each market. Planned, scheduled and analysed content across social channels, website and blog, adjusting strategy based on performance data.

Translated and proofread technical and institutional content from English, Spanish and French into European Portuguese across the cycling, health, real estate and marketing sectors, sustaining long-term client relationships over 17 years.

Held full accountability for the Portuguese market, growing direct e-commerce sales from €200,000 to €1.4 million annually over four years. Recruited, trained and developed local staff on products and technical procedures, and managed the local workshop and warranty operations.

Provided administrative and executive support across two organisations, including meeting and diary coordination, document translation, internal process management and institutional communication with members of the Portuguese Parliament and the European Parliament.

Completed 120 hours of training in Google Ads, WordPress, Google Analytics, and SEO in 2024.

Completed a 16-hour course on Graphic Design with Affinity Designer for iPad in 2023.

Grade: 14/20

Master's Degree in Marketing from the University of Beira Interior, completed in 2015.

Grade: 13/20

Degree in Translation and Executive Assistance (Licenciatura) from the Polytechnic Institute of Castelo Branco, completed in 2005.