Customer Service Project Manager

PROFILE

Detail-oriented Project Manager professional with good experience in customer service

and office administration. Successfully implemented two major projects consisting of system management for Fortaleza’s Municipal Government that completely innovated the way contracts and labour outsourcing was being administered. EDUCATION

GETÚLIO VARGAS FOUNDATION, RIO DE JANEIRO, RJ PROJECT MANAGEMENT MBA, 2015

UNIVERSITY OF FORTALEZA BUSINESS ADMINISTRATION BACHELOR, 2007 EXPERIENCE

VISUAL CONTENT CREATOR/PHOTOGRAPHER, NUTMEG; TORONTO, ON - 2017 Volunteering since SEP/2017. Responsible for creating and developing visual content for the Institution, to be used as advertisement and/or social media promotion. VISUAL CONTENT CREATOR/PHOTOGRAPHER, HOPE AIR; TORONTO, ON - 2017 Volunteering since SEP/2017. Responsible for creating and developing visual content for the Institution, to be used as advertisement and/or social media promotion. ADMINISTRATIVE ASSISTANT, SEINF 2009-2012

Responsible for the administrative support and financial follow-up of the contracts related to the Pro-housing and Pro-sanitation Programs signed between the Municipal Government, BNDES, CEF and executing companies; Monitoring of balances, rendering of accounts, elaboration of crafts, preparation of disbursement bulletins as well as proof of payment; Responsible for the follow-up of the execution of the contract signed between the Secretariat and the outsourcing company regarding the supply of human resources, expedient material, events related to the social work carried out in the communities and transportation service through vehicle supply.

SUPPORT ANALYST, SEINF; FORTALEZA, CEARÁ 2012-2013 Responsible for the evaluation, implantation and monitoring of the wireless structure of the Aldeia da Praia Project Building, as well as the implementation and administration of any system used by the project; Acting in the physical and logical maintenance of the computers and providing support to users, also research and acquisition of IT materials and in the configuration of servers and workstations; Responsible for the implementation and monitoring of the data security policy as well as system of backup of the information belonging to the project.

OUTSOURCING MANAGER, SEPOG; FORTALEZA, CEARÁ 2013-2014 Responsible for the implementation of policies, standards and procedures for hiring outsourced services; Responsible for the analysis and elaboration of notices, contracts and

1501-30 Charles St W, M4Y 1R5, Toronto, ON 647-***-**** *****@***.*** JOHN VOGT

additives referring to the contracting of outsourced services to the Municipal Administration Agencies and Entities; Analysis and preparation of spreadsheets for cost composition and budget impact for fiscal council referral and approval; Provision of information and clarifications related to outsourced services in lawsuits; Follow-up to the application of the regulatory norms related to outsourced services; Elaboration of training to the different Agencies and Entities of the Municipality regarding the use of the systems developed.

CORPORATE CONTRACT MANAGER, SEPOG; FORTALEZA, CEARÁ 2015-2016 Responsible for the monitoring of corporate contracts and contracts related to the corporate acquisitions of the Municipality of Fortaleza; Responsible for the implementation of policies, norms and procedures for control and management of corporate contracts; Maintain articulation with the manager of corporate contracts of other Secretariats and Municipal Agencies; Analyze payment processes related to corporate acquisitions; To monitor the information made available in the control systems managed by the Audit Court of the Municipalities of Ceará (TCM); Daily performance as Project Manager in relation to the GCCORP project, responsible for the management of corporate contracts and sector contracts resulting from corporate acquisitions; Performance as Project Manager with emphasis on project integration, enabling the complementation of the actions developed by each project, aiming at the optimization and standardization of the information generated by them; Systematic monitoring of the global consumption of water / sewage, electric energy, vehicle leasing and fuel of the Agencies and Entities of the City as a means of generating inputs for strategic decisions regarding the need to reduce costs to the Municipality; Elaboration of training to the different Agencies and Entities of the Municipality regarding the use of the systems developed; Elaboration of technical- operational manual of the systems for guidance in the handling of the tools made available for this purpose, as well as elaboration of manual of Contract Management. SKILLS

Project management in a generally speaking, specially actuating in the implementation of IT projects in order to consolidate contracts and people management; Experience in leading strategic projects for public administration; Knowledge in project integration management; Experience in Customer Service.

1501-30 Charles St W, M4Y 1R5, Toronto, ON 647-***-**** *****@***.***

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