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Click here or scroll down to respond to this candidateCandidate's Name , PMP
#Street Address - 100 Hayden Street
Toronto, Ontario
M4Y 3C7
Tel: PHONE NUMBER AVAILABLE
EMAIL AVAILABLE
LINKEDIN LINK AVAILABLE
Multilingual Project Management Professional with experience in the
hospitality and telecom sectors. Core strengths include problem resolution,
research, analysis and reporting. Excels at handling multiple deliverables
and timelines. Dedicated lifelong learner and mentor.
Career History
NCR 2012 - 2014
Project Management Consultant (2012 - 2014)
Project manager in charge of post-implementation phases of a $20 million
dollar project, which consisted of installing a new POS system in over
1,000 restaurants across Canada.
. Resolved all (300+) project deficiencies. Reduced the average number of
days to resolve problems from 8 to 2 days.
. Managed the installation of drive-thru cameras at over 200 restaurants,
which represented an approximate value of $800K.
. Coordinated the completion of audits in 10% of all upgrades.
. Worked to resolve any additional issues and provided feedback to agents
in the field to insure improvement in the quality of installations.
ROGERS COMMUNICATIONS INC. 2000 - 2012
Project Coordinator / Policy Specialist (2009 - 2012)
Policy consultant in the Policy Governance Department for large and medium
scale projects ensuring alignment between new processes and the company's
customer experience strategy.
. Managed the Policy Department's internal projects (e.g.: Policy Manual,
completed on time) and ensured departmental representation in company-
wide initiatives.
. Planned projects, created project charters, maintained activity logs and
reported on project status.
. Researched and created new policies to ensure a consistent approach as to
how the company interacted with its customers.
. Completed detailed validation of policy opportunities within the
organization, which included gathering data, investigating cause/effect
relationships and measuring impacts of the policy against key performance
metrics.
Quality Manager - Reporting (2007 - 2009)
Manager responsible for all daily, weekly and monthly reports pertaining to
the quality of service in Rogers call centres.
. Reviewed team generated reports to ensure their accuracy, relevance and
timely delivery.
. Created new templates for analysis projects to ensure consistency on the
department's output.
. Recommended changes to existing report-generating process, improving the
department's efficiency.
. Represented the department in cross-functional projects to ensure
alignment with quality of service.
Bilingual Quality Analyst (English / French) (2004 - 2007)
. Collected and measured data on quality of service, and presented results
for Impact Analysis and Root Causes Analysis.
. Identified trends based on Call Centre, Line of Business and National
statistical information.
. Managed multiple timelines, completing all daily, weekly and monthly
reports in a timely fashion.
CIBC VIsa 1998 - 2000
Bilingual Fraud Prevention Specialist (1998 - 2000)
. Investigated suspicious applications for consumer credit cards.
. Analysed payment reports and reacted according to findings (blocking
accounts, verifying funds)
. Reported and referred fraud trends to internal and external clients
CIRC INC. 1997 - 1998
Journalist, producer, radio show host
. Broadcast journalist for TV Show "Portuguese Festival - ONTV," reporting
on events in the Portuguese and Brazilian communities
. Producer for CIRV-FM, creating commercials for the different language
shows
. Radio show host of a 2-hour weekly show for Portuguese-speaking youth
Community Involvement
Mentor, Children's Aid Society, 2012 - current
. Empowering youth to make positive life choices that enable them to
maximize their potential.
. Leading a young person through an ongoing, one-to-one relationship
. Build the relationship by planning and participating in weekly activities
together.
VP of Education, Rogers Communicators Toastmasters Club, 2011-2012
. Ensure members are completing their communication and leadership
certificates
. Create and distribute the weekly members' schedule.
. Mentor new members
Program Manager, Green Enterprise Ontario (GEO), 2010
. Created detailed project plan for the Affiliate Program, including all
lifecycle stages and necessary processes from initiating to closing the
project.
. Contacted various agencies promoting the value of the GEO partner /
affiliate program.
. Provided GEO's Executive Director with weekly updates, tracking progress
to plan.
Education & Professional Development
B.A. in Social Communication, New University of Lisbon, 1992
Modules I and II of "Advanced Issued on the Theory of Communication," part
of the M.A. in Program in Communications, New University of Lisbon, 1994
Project Management Professional Certificate, Project Management Institute,
2009
Competent Communicator Certificate, Toastmasters International, 2011
Languages: Fluent in English, Portuguese and French; working knowledge of
Spanish.
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