Schiffer Santos
London
Summary
Accomplished professional with expertise in financial analysis and management accounting, adept at data interpretation and problem-solving. Proficient in Microsoft Excel, with a strong focus on business strategy and risk assessment. Demonstrates exceptional analytical thinking and communication skills, aiming to leverage these competencies to drive strategic decision-making and enhance organisational performance.
Overview
5
5
years of professional experience
8
8
years of post-secondary education
Work history
Complaints and Information Officer
Barnet Homes (Council)
London
2024.04 - 2026.02
- Lead investigations into complex complaints and information requests, ensuring compliance with GDPR, FOI, and Data Protection legislation.
- Oversee large number of enquiries sent weekly by local members of parliament on behalf of tenants.
- Process Subject Access Requests (SARs), Freedom of Information (FOI) requests, and publication logs, maintaining confidentiality and accuracy.
- Liaison with solicitors and lawyers regarding insurance claims, and data.
- Oversee central team spreadsheets, monitor case volumes, and produce regular data reports to support management decisions to increase productivity.
- Analyse complaint trends and data metrics to identify risks and improve service delivery.
- Create rapport with other staff members from different areas of Barnet Homes.
- Draft high-quality, evidence-based written responses for complaints/Subject Access request/Freedom of information requests and demonstrate professionalism, precision, and accountability.
- Collaborate with legal teams, senior managers, and external stakeholders to ensure transparent and fair outcomes.
Customer Service Officer
Barnet Homes (Council)
London
2022.09 - 2024.04
- Managed complex customer queries and complaints across housing and financial service areas.
- Supported residents with rent accounts, service charges, and payment-related issues.
- Handling complex data.
- Accurately maintained customer data in line with GDPR and internal compliance standards.
- Delivered consistent, high-quality service while meeting response targets and KPIs.
- Advising tenants of Housing legislation, I.e. Housing Act 1988, Housing Act 1996, Housing Act 2004, Social Housing Regulation Act 2023
Employment Advisor (Apprentice)
Barnet Homes (Council)
London
2021.09 - 2022.09
- Advised clients on employment and training opportunities, conducting needs assessments and creating tailored action plans to help clients achieve targets such as getting into back into working.
- Volunteer in community events with local members of parliament.
- Monitored outcomes and produced compliance reports for management and funding bodies.
- Achieved Grade Level 2 in CIH – (Housing).
- Strengthened local engagement through workshops and one-to-one career support.
Bartender
Ivy Restaurant St Albans
Hertfordshire
2021.05 - 2021.08
- Delivered exceptional customer service in a fast-paced, high-end environment.
- Managed cash handling, stock control, and order accuracy under pressure.
- In charge of training new staff and making sure things ran smoothly.
Customer Assistant
Marks & Spencer
London, Middlesex
2020.12 - 2021.03
- Provided excellent customer support while meeting sales and performance objectives.
- Assisted with store operations, merchandising, and daily cash reconciliation.
Education
BSc - Business Management (Finance and Accounting)
Arden University
Coventry 2024.01 - 2026.02
Level 3 Extended Diploma - Business
West Herts College
Hertford, Hertfordshire 2018.09 - 2020.03
High School - Business Management
St James’ Catholic High School
Barnet 2013.09 - 2018.07
Skills
- Financial analysis
- Management accounting
- Data interpretation
- Problem-solving
- Microsoft Excel
- Business strategy
- Risk assessment
- Analytical thinking
- Communication
TRAINING AND KNOWLEGDE
- Housing and Legal Compliance Training
- Comprehensive understanding of UK housing legislation, including the Housing Act 1996 and 2004.
- Trained in Freedom of Information (FOI) and Subject Access Request (SAR) handling under GDPR.
- Knowledge of complaint handling procedures within local authorities and regulatory frameworks.
- Experience in data protection, confidentiality, and information governance compliance.
- Familiar with equality, safeguarding, and tenant rights standards within housing policy.
- University Modules (Business Management – Finance and Accounting)
- Marketing Dynamics: Understanding of market segmentation, consumer behavior, and strategic brand positioning.
- Technology and Innovation: Knowledge of digital transformation, innovation strategies, and emerging business technologies.
- Digital Skills: Competent in Microsoft Excel, PowerPoint, and data management tools for financial and business reporting.
- Introduction to Business and Finance: Foundation in accounting principles, budgeting, financial statements, and business decision-making.
References
References available upon request.
Timeline
Complaints and Information Officer
Barnet Homes (Council)
2024.04 - 2026.02
BSc - Business Management (Finance and Accounting)
Arden University
2024.01 - 2026.02
Customer Service Officer
Barnet Homes (Council)
2022.09 - 2024.04
Employment Advisor (Apprentice)
Barnet Homes (Council)
2021.09 - 2022.09
Bartender
Ivy Restaurant St Albans
2021.05 - 2021.08
Customer Assistant
Marks & Spencer
2020.12 - 2021.03
Level 3 Extended Diploma - Business
West Herts College
2018.09 - 2020.03
High School - Business Management
St James’ Catholic High School
2013.09 - 2018.07