LUIS GALVAO, PMP

#**** - *** ****** ******

Toronto, Ontario

M4Y 3C7

Tel: 416-***-****

acdqaq@r.postjobfree.com

www.linkedin.com/in/luisgalvao

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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