Carlos Santos

Graphic Designer & Video Editor

Managed client relationships and expectations directly, from initial pitch through final delivery, for clients including Soccer Center, Monics Beauty Shop, Dabra, Ola, Aromas Bar, and Foto Express. Freelance work, concurrent with full-time roles.

Client RelationsGraphic DesignVideo EditingProject Management

Marketing – Co-branding officer

Contacted existing bank clients by phone to present co-branded and specialized product offers, driving upsell and cross-sell conversions. Managed relationships with co-branding partners, aligning expectations between the bank and external stakeholders, and supported marketing campaigns focused on product adoption and portfolio growth.

Client RelationsGraphic DesignVideo EditingProject ManagementUpsellingCross SellingOutbound CallingClient RelationshipsMarketing

Back Office Specialist

Handled high-volume customer service and administrative case processing in a fast-paced, metrics-driven environment.

Customer ServiceCase ManagementData Entry

International Communication Expert

Managed inbound guest inquiries and requests for an international clientele, resolving issues in real time to maintain service standards. Served as the bilingual point of contact between international guests and hotel departments, managing expectations on service delivery.

QA Analyst & Team Supervisor

Allied Global

Supervised a team of 15–20 call center agents handling high-volume inbound and outbound calls. Monitored call quality to ensure client expectations and service-level agreements were met, and coached agents on outreach techniques, objection handling, and lead qualification best practices.

Customer ServiceCase ManagementData EntryBilingual CommunicationInbound Inquiry QualificationClient RelationsTeam LeadershipQuality AssuranceCoachingObjection HandlingLead Qualification