Marta Dos Santos
Manchester
Summary
I am a success-driven professional with a strong foundation in leadership, teamwork, and customer service. I aim to demonstrate exceptional communication skills and the ability to work under pressure, ensuring operational excellence in retail commerce and sales environments. Proven track record of effective team management and problem-solving, complemented by a commitment to hard work and dedication. Eager to leverage fast learning abilities and time management skills to drive organisational success.
Overview
9
9
years of professional experience
8
8
years of post-secondary education
Work history
Debt recovery officer
Thornley Groves
Manchester
07.2025 - Current
- Improved overall customer experience by providing clear explanations regarding debts owed and potential consequences of non-payment.
- Escalated complex cases to higher management for prompt action reducing time wasted on lengthy negotiations.
- Conducted thorough background checks on clients to assess risk level associated with granting credits.
- Liaised with credit control teams to monitor debtor accounts, ensuring timely follow-ups on payments due.
- Negotiated debt repayment plans with clients for successful debt recovery.
- Delivered exceptional customer service on all calls while maintaining calm and professional demeanour in challenging circumstances.
- Worked in call-centre environment handling high-volume outbound calls to meet and exceed daily quotas.
Team Leader / Management
Krispy Kreme
Manchester
06.2024 - 06.2025
- Customer facing role, running shifts daily, while driving sales, maintaining health and safety standards, leading, and developing the team. Operate the till, stock, merchandise, recommend, box, and serve doughnuts, while also making both hot and cold beverages as requested by customers. Assist with stock checks, end of week, recruitment, and retention. Act as the retail manager, taking ownership of the entire operation for example during holiday or store cover.
Processing shift leader
Krispy Kreme
Manchester
10.2023 - 06.2024
- I was required to perform all duties and assume all responsibilities normally associated with this job role and act in accordance with the direction given to me by my manager thereby undertaking any other duties which may be required to meet business needs.
Planner
Liberty Group
Manchester
03.2022 - 10.2023
- Control and monitor the daily work activity on the IT system. Allocate and deliver services to agreed business priorities in the most cost effective way. Monitor incoming work raised by the service centre. Update IT system to allow statistical data to be collated and reported. Liaise with operatives to ensure work is completed within specified timeframes. Conduct customer satisfaction surveys. Follow up on enquires and complaints.
Food production operative
Krispy Kreme
Manchester
02.2020 - 01.2022
- I was responsible for measuring and mixing in large batches of ingredients, this involved a lot of repetitive heavy lifting. I was responsible for cleaning and maintaining the machine daily. I worked in a fast-paced and versatile manufacturing environment, with tight deadlines especially during peak times throughout the week and year. Expectations of quality and food safety standards were high; therefore, consistency and ability to follow food production specifications was key.
Waitress
Farmhouse Inns
Manchester
08.2017 - 01.2020
- Welcomed and seated customers, providing friendly and efficient service. Took and processed drink and food orders accurately. Served beverages, including cocktails, beer, and wine, ensuring responsible alcohol service. Handled cash and card payments, processed bills. Maintained cleanliness of the bar and tables, including clearing and resetting. Assisted bartenders in preparing drinks and restocking supplies. Managed customer queries and complaints professionally. Promoted special offers and upsold drinks and food items. Followed health, safety, and hygiene regulations.
Education
GCSE -
Irlam and Cadishead
Manchester 09.2012 - 06.2017
Hospitality and Catering
Worsley College
Manchester 09.2017 - 06.2019
Beauty Therapy
Worsley College
Manchester 09.2019 - 06.2021
Skills
- Leadership Skills
- Teamwork
- Fast Learner
- Ability to Work in a Team
- Ability to Work Under Pressure
- Sales
- Retail Commerce
- Team Working
- Customer Service
- Communication Skills
- Leadership
- Time Management
- Team Management
- Ability to Multitask
- Hard Work and Dedication
- Problem Solving
- Success Driven Person
LANGUAGES
Portuguese
English
HOBBIES
Baking, reading and being in nature.
Timeline
Debt recovery officer
Thornley Groves
07.2025 - Current
Team Leader / Management
Krispy Kreme
06.2024 - 06.2025
Processing shift leader
Krispy Kreme
10.2023 - 06.2024
Planner
Liberty Group
03.2022 - 10.2023
Food production operative
Krispy Kreme
02.2020 - 01.2022
Beauty Therapy
Worsley College
09.2019 - 06.2021
Hospitality and Catering
Worsley College
09.2017 - 06.2019
Waitress
Farmhouse Inns
08.2017 - 01.2020
GCSE -
Irlam and Cadishead
09.2012 - 06.2017