Project Customer Service

Pedro San Juan

*** ******** ****** ****, ******* ********@*****.*** 647-***-****

Highly organized and motivated project professional with excellent interpersonal and communication skills. I am known for getting the job done no matter what the situation is and engaging stakeholders regardless of their role. Proven ability to manage multiple resources involved in different projects. Proficient in English and Spanish; additionally, I am pursuing my PMP certification.

PROFESSIONAL EXPERIENCE

PROGRAM/PROJECT COORDINATOR 7/2016- present

Ontario Lottery and Gaming (OLG) – Toronto, Canada Gaming Transition Strategy Program (July 2016- present): $40M initiative to manage the transition of 5 geographic bundles of casinos from OLG to 3rd party Service Providers (SP). My role integrated across the 5 Bundles

Connection and Validation Project (July 2016 –Dec 2016): $5M project for upgrading the Gaming Management System (GMS) of Bellville Casino in East Bundle.

Plan and secure resources (over 200 resources in multiple locations) with functional managers (FMs) for all projects streams. Identify and solve resources issues working with FMs

Develop and maintain MS Project schedules, maintain RAID logs, scheduling team meetings, creating meeting agendas and minutes, follow up on team member task completions.

Verify and track deliverables due dates in order to inform on progress, potential risks and issues to Senior Executives.

For all meetings with SP I capture, track and follow up on decisions made, actions items.

Lead meetings in absent of the PM.

Assist Project Managers in completing project management deliverables (e.g. phase plans, communications plans, work breakdown structures)

Support Corporate Project Governance in the successful completion of all projects on the Corporate Work Plan.

PROGRAM/PROJECT COORDINATOR 12/2015 – 5/2016

Radical Werks – Toronto, Canada

Analyzed client ́s needs and created Project Charter and Project Plan. Defined Requirements for each project

Recognized need for better communications among the team and different stakeholders. I took the initiative to propose a recognised S/W solution and convinced the team to do a pilot. Communications were improved and we delivered the project earlier than expected. The S/W is currently used in the company for managing projects.

Monitored and controlled deliverables to ensure the initiative meets internal and client expectations with respect to quality, delivery timelines and strategy.

Consulted with SMEs to develop schedules and timelines. Maintained project schedules. Notified project managers of variances from the plan with issues logs and risk registers

Prepared reports on an ad-hoc basis

MARKETING AGENT 04/2014 – 08/2014

AskForTask – Toronto, Canada

Participated in beta testing for a new payment method, properly documenting feedback and suggestions for improvement. A new payment method and policy were implemented saving 20% of the budget

Conducted advertising analysis to determine potential revenue generating streams, re-directing company’s focus on popular advertisements

Remotely supported multiple markets in different provinces

PROJECT COORDINATOR 8/2012 – 08/2013

Ferreira Gestiones Inmobiliarias (Real Estate) – Malaga, Spain

Monitored and Controlled sales team and sell all 10 apartments within 7-8 months in the middle of financial crisis and sold at market price

Attended meetings and reported back to management with relevant information to improve sales from future customers

Developed weekly reports on the progress of the project and sale agent results

CUSTOMER SERVICE / TELLER

Banca March – Malaga, Spain 07/2011 – 10/2011

Explained and sold Banking products, after two months, the branch scale 4 positions on selling ranking within the province

Responded to expense queries and complaints by phone and emails. Resolved discrepancies in payments increasing customer satisfaction and retention

Data entry and record maintenance

EDUCATION

PROJECT MANAGEMENT POSTGRADUATE Jan – Aug 2015

Humber College - Toronto, Canada

BACHELOR DEGREE IN BUSINESS AND MANAGEMENT Sept 2009 – Jun 2013 University of Málaga – Málaga, Spain

TECHNICAL SKILLS

MS Office (Word, Excel and PPT), MS Project, MS Visio, PMI methodologies.

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