MARCOS VINICIUS SANTOS
Toronto,Canada
Summary
Bilingual (English, French, Portuguese) professional with over six years of experience in client services, case coordination, and community engagement. Adept at building trust with diverse populations, managing sensitive information, and facilitating access to resources. Skilled in high-volume environments requiring discretion, adaptability, and strong problem-solving skills. Proven ability to foster partnerships, deliver clear information, and contribute to the efficiency and impact of programs.
Overview
8
8
years of professional experience
Work History
Bilingual Client Lawyer Service Centre Representative
Legal Aid Ontario
Toronto, Canada
11.2024 - Current
- Conduct high-volume intake interviews over the phone to assess legal and financial eligibility for clients referred to criminal and family law supports.
- Maintain accurate, confidential client information in CRM and internal systems; prepare detailed notes for SLA, DAO and ERO.
- Identify vulnerable clients early and make referrals to clinics, duty counsel, or Summary Legal Advice services.
- Apply LAO’s eligibility criteria effectively, including tariff guidelines and non-domestic violence family law considerations.
- Collaborate on administrative tasks—such as PeopleSoft data entry, support for performance tracking.
- Make informed decisions on certificate issuance using advanced LAO policy guidelines, prioritizing equitable access based on legal need and financial threshold.
Bilingual Customer Feedback Manager / Helpline Supervisor
Lufthansa InTouch
Toronto, Canada
02.2023 - 10.2024
- Supervised and supported a multilingual team, fostering consistent service delivery and performance growth.
- Developed tracking systems to monitor metrics and agent progress, leading to measurable improvements.
- Handled escalated cases with professionalism, ensuring fair and timely resolutions.
- Partnered with cross-functional teams to address challenges and strengthen communication strategies.
Executive Administrative Coordinator
Life for Lives Community Centre
Toronto, Canada
10.2017 - 01.2023
- Coordinated programs, events, and initiatives to support local and international community projects.
- Maintained relationships with partners, sponsors, and volunteers to expand organizational reach.
- Organized schedules, records, and communications to ensure smooth program operations.
- Assisted in preparing reports, presentations, and donor updates for leadership and stakeholders.
Education
Diploma - Graphic and Digital Design
CDI College
Toronto, ON01.2020
Bachelor of Arts - Criminology
Ryerson University
Toronto, ON01.2018
Skills
- Client Advocacy & Support
- Community Engagement & Relationship Building
- Public Speaking
- Case Management & Information Gathering
- Multilingual Communication (English, French, Portuguese)
- Conflict Resolution & Mediation
- Data Management & Record Keeping
- Program Coordination & Event Planning
- Process Improvement & Operational Efficiency
Volunteer Community Involvement
- Supported community initiatives by coordinating donation drives and events benefiting underserved populations - Life for Lives Community Action Centre
- Assisted in delivering workshops and presentations to help individuals access available programs and services - Hope
Languages
English
Native/ Bilingual
French
Native/ Bilingual
Portuguese
Native/ Bilingual
Spanish
Limited
References
References available upon request.
Timeline
Bilingual Client Lawyer Service Centre Representative
Legal Aid Ontario
11.2024 - Current
Bilingual Customer Feedback Manager / Helpline Supervisor
Lufthansa InTouch
02.2023 - 10.2024
Executive Administrative Coordinator
Life for Lives Community Centre
10.2017 - 01.2023
Diploma - Graphic and Digital Design
CDI College
Bachelor of Arts - Criminology
Ryerson University
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