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Leonardo Santos is currently employed at The Cambridge Building Society as an Information Security & Data Privacy Risk Officer and previously served as Assistant Customer Engagement Team Leader, earning recognition as Customer Service Champion in 2022. In this role, responsibilities included coaching teams on customer complaint resolution, developing team members’ product and service knowledge, and ensuring online savings expertise. Prior experience includes working as a Customer Service Executive at Booking.com, where Leonardo managed sensitive cases and exceeded performance KPIs. Earlier, as a Casual Butler at King's College, Cambridge, notable achievements included providing exemplary service for high-profile events, such as serving the Queen of Japan. Leonardo holds a BA (Hons) in Art & Humanities, specializing in Politics from Anglia Ruskin University.