2010- 2012 English as a second language Teacher, Isabel Afra Casas Antigas, Portugal

Taught employees how to speak, read and write English ranging from beginners to advanced

Emphasized vocabulary building and development.

Worked on natural pronunciation and stress patterns.

Developed lesson plans around individual  student needs.

Building Rapport with students from a wide range of cultural backgrounds

Created a trusted environment through sensitivity to students strengths, weaknesses and personal learning styles.

Engaged students through humour and activities designed for maximum interaction in large and small groups.

Developed curriculum that was appropriate to students' learning abilities and reflected their needs and interests. 

2013- Present Self employed English as a second language Tutor, London

Taught in small groups to beginner and intermediate native Spanish and Portuguese speakers from ages 3-18 years.

Facilitated conversations with natural expressions.

Taught English grammar and developed vocabulary.

Created tailored lesson plans covering speaking, listening, writing and reading.

Reviewed a graded all homework assignments

EMPLOYMENT

Jan 2014- Present Complaint Handler, Royal Bank of Scotland, London

Responsible for investigating and resolving banking complaints between Royal Bank of Scotland and its clients in line with industry best practice standards.

Liaising with different business departments and interrogating available IT systems to establish and document the chronology of events related to the complaint.

Researching and analysing business manuals, procedures and complex screen shots in order to determine complaint outcome and resolution. 

July 2012- Jan 2014 Adjudicator, Financial Ombudsman Service, London

Responsible for setting up, investigating and assessing general banking complaints between consumers and financial institutions in a fair, efficient and timely manner.

Responsible for coaching and mentoring six newcomers every month.

Quality checking and marking case assessments.

Producing and delivering training material whilst ensuring all standards were met to the highest level.

SKILLS

Languages: Fluent written and spoken Portuguese, basic spoken French.

I.T: Proficient in IRIS (payroll) and VT (bookkeeping/final accounts) software and use of external legal databases such as Westlaw and LexisNexis. 

Excellent level in MS Office applications including Word, Excel, Access, PowerPoint and Outlook.

Full clean driving license.

 TEFL TRAINING

May 2014 – Present              20 Hour TEFL Certificate - The TEFL Academy, UK 

(Currently completing 100 hour TEFL online Course)

Create lessons for a variety of levels from pre-intermediate to advance

Teaching speaking, listening, reading and writing

Material and resource creation, utilising the internet

English grammar and how to teach the essential language 

Needs analysis and teaching in different situations

Classroom management and teaching techniques

I thoroughly enjoyed all aspects of this training and feel well-equipped to lead a class and help each student reach their full potential. 

EDUCATION AND COURSES

2009 – 2010 Postgraduate Legal Practice Course Diploma- The College of Law, London 

2005 – 2009 LLB Honours Law degree 2.1- City University, London

2001- 2004 International Baccalaureate: Portuguese 6, Philosophy 5, Biology 5, English 5, Mathematics 4, Chemistry 4 and Theory of Knowledge Bonus point 1 (Equivalent to 392 UCAS points)

GCSE’s: 9 GCSE’s including Portuguese and 2 A’s in English Language and English Literature