Sara Martins Email & Phone Number

Manage 40000+ students through different platforms (Kajabi, WordPress, Circle, Freshdesk, Social Media):• Lead CX specialists Team• Scale customer support infrastructures in a rapid-expansion project• Maintain 1st response and Issue resolution SLAs >90% • Maintain CSAT score of 4,7 or above• Create, Review, and Q&A new content, email sequences, FAQs, and canned responses• Project-manage regular initiatives for customer acquisition, feedback, and customer retention

Lisbon, Portugal

Bridged Communication and Training between Human Resources and other functions and business units:• Training content design, management, delivery, and evaluation• Staff Training information management (approx. 100-employee staff)• Spearheaded Human Resources Office facilities activities and communications concerning the Covid-19 pandemic

Lisbon, Portugal

Bridged Communication and Training between IT Customer Systems department and other functions and business units: • Training content design, management, delivery, and evaluation• Created training needs assessment processes• Partnered with subject matter experts (SMEs) • Conducted surveys to identify training priorities• Developed training course prototypes • Developed annual training plan proposals

Lisbon, Portugal

Met and managed full training cycle needs: • Identified and tracked needs• Created annual training plan (classroom and e-learning) • Ensured legal compliance• Implemented career development plans through individual coaching and mentoring programs• Delivered and maintained 1500+ training courses annually• Created, delivered, and managed soft skills training courses for an average of 350 attendees (annually)• Managed content for various HR e-learning courses (Code of conduct, safety and security, cyber-security, awareness, emergency plans, etc)• Created and maintained documentation for technical training (including training programs,attendance sheets, session plans, chronograms, and final course reports) for approx. 600 employees annually• Provided one-on-one leadership development coaching for 8 employees in leadership positions

Lisbon, Portugal

Development of personal and professional growth:• Provided individual NLP therapy sessions, coaching, and training/mentoring• Provided group NLP therapy sessions, coaching, and training/mentoring

Lisbon, Portugal

Managed and led 'Financial Assessment for Clients' Department:• Coordinated 3 teams totaling an average of 30 employees• Provided staff and target achievement management, conflict resolution; and statistical analysis of KPIs • Created and implemented 1-2-1 and group skills development action plans to drive performance improvements

Lisbon, Portugal

Managed and led 'Financial Assessment for Clients' Team of 6-8 people:• Managed and monitored performance quality • Managed and monitored KPI achievement and call center team • Conducted performance quality analysis and provided performance statistical reports• Designed and implemented tailored Performance Plans• Regularly addressed Team motivation, conflict resolution, and coaching/mentoring individual and group sessions for soft skills and technical skills development

Branding Post-Graduation, Marketing/Marketing Management, General

Brand creation, activation, and management, using the market's best practices.

Remote Teaching 101: Online & Blended Teaching During The Pandemic, Education & Training

Advanced Distance Training Program For Teachers And Trainers, Education & Training

Training Manager, Adult And Continuing Education And Teaching

Nlp Master Practitioner, Neurolinguistic Programming

Certified Coach, Specialization In Leadership, Communication And Performance

Educational Trainer, Training And Coaching, Professional Aptitude Certificate (Cap)

College Graduation, Applied Ecology