Sandra Carla Silva Santos
SUMMARY OF EXPERIENCE
Manager with extensive experience in the area of Customer Service and Social Networks, high knowledge of JDE
billing systems, recently with a new project in the area of Management as Business Analyst and Information
Technologies that allowed me to learn new methodologies and new Analysis processes, namely SPSS Statistics,
Modeler, AMOS, Excel Dashboards. I like to learn and explore new technologies. I am a proactive and creative person
with the ability to work under pressure, a spirit of synthesis and ability to analyze.
AREA OF COMPETENCES
Programming
Level
GAMS
1
Data Base
Comments
Academic experience
Comments
SQL
1
Academic experience
4
Professional and Personal Experience
4
Professional and Personal Experience
Specific Tools and Applications
MS Office Tools
Operating Systems
Windows (98, 2000, XP, NT)
Others
Comments
JD Edwards
4
Academic experience
IBM SPSS Statistics 23 IBM SPSS Modeler e
AMOS
2
Academic experience
Tableau and Semântria
2
Academic experience
Subtitle: Nível 1: Beginner – Nível 2: Intermediate – Nível 3: Professional – Nível 4: Expert.
ACADEMIC TRAINING
(October - attend) - 2nd year Master in Business Management – ISCTE, Lisbon
2017 (February / March) - Online Course Social Media Marketing - Coursera – Northwest University
2015/2016 (September / August) - Executive Master Applied Business Analytics - INDEG-IUL ISCTE Executive
Education, Lisbon Subjects: Business Analytics Strategy and Methods; Insights Generation; Analytics Overview and
Topics; Survey Research Methods Structural Models in Business Research; Segmentation Methods; Classification,
Profiling and Scoring, Regression Applications for Business; Financial Analytics; IT and Enterprise Environment and
1
Sandra Carla Silva Santos
Data Sources; Customer Analytics; Fraud and Business Risk Analytics; Operations Analytics; Human Resources
Analytics; Advanced Marketing Analytics
2011 (February / March) - Vocational Training Course: Initial Pedagogical Training of Trainers - Tecliform –
Formação Profissional e Consultoria, Lda, Lisbon
2006/2009 (October / June) - Bachelor Political Science and International Relations - Universidade Lusófona de
Humanidades e Tecnologias, Lisbon
2006 (October / November) - Fundamental use of Microsoft Word and Microsoft Excel Course - Rumos: Formação
e Outsourcing de Informática, Lisbon
PROFESSIONAL EXPERIENCE
Janeiro 2013 – Março 2015 - Social Networking Manager | Fuzão, Lisbon, Portugal
Responsible for the management and monitoring of company pages, in social networks (Community Management),
Strategy, operation and reporting of digital campaigns, Production, edition and publication of contents in digital
context, Reporting and analysis, Responsible for the management of Sales and Content associated with the online
sales channel (E-commerce)
Julho 2004 – Dezembro 2009 - Logistics and Distribution Manager | Gilead Sciences, lda, Lisbon, Portugal
Responsible for the good maintenance of the medicines and special need, and refrigeration, of each one, Responsible for
billing and assisting the Finance Department in updating daily billing status, Analysis and Resolution of Requests for
Information and / or Complaints, Elaboration of stock reports as well as their monthly verification, Trace the route of
medicines, regulation of good packaging and delivery, within the established time frame, to the client, Elaboration of
Public Tenders and Direct Adjustments on the Vortal platform, Responsible for good feedback among Departments,
Preparation and assistance in negotiations with hospitals.
Maio 2002 – Abril 2004 - Management Advisor | Fiat Credito Portugal
General office procedure, Assistance to Automobile Financing Processes, Follow Up to requests for information,
Analysis and Resolution of Requests for information and / or complaint, Responsible for the execution of Invoices
and their issuance.
Dezembro 1999 – Março 2002 - Customer Service Coordinator | ONI Telecomunicações
Responsible for the distribution of daily work. Responsible for Follow Up to unresolved information requests at the first
contact, Activation, deactivation and change of customer data, Analysis and resolution of requests for information and /
or complaints, Analysis of digitaldocumentation, Advice on the management of billing processes
IDIOMAS
Portuguese
Native - mother tongue
English
Good- spoken, written
2
