Walace Freitas

Walace Freitas
Toronto, ON
+1 (647) 642-7058 | defreitaswalace@gmail.com

Professional Summary
Results-driven professional with 8 years of operations and relationship management experience.
Enthusiastic and customer-focused professional with a great communication and problem-solving
skills. Demonstrated expertise in improving customer experiences, investigating, and resolving
deficiencies, and excelling under pressure. Proven ability to develop and supervise operational projects,
ensuring compliance with regulations and fostering continuous improvement. Seeking to leverage a
strong background in relationship management and operational effectiveness.

Technical Skills
Microsoft Office (Excel, PowerPoint, OneNote, SharePoint, Power BI, Word, MS teams, Outlook),
Google Analytics, Oracle, Asana, OfficeSpace, HubSpot, Scotia Live, Viva Engage.
Languages:
English, Portuguese and Spanish
Work Experience
Workplace Operations Lead – Scotiabank – Toronto, Jan. 2022 – Present.
 Developing and supervising operational processes and procedures, including identifying
opportunities for continuous improvement, and making input adjustments to improve the
overall efficiency and effectiveness of workplace operations.
 Oversee workplace activities, communication channels, and community management analyzing
the effectiveness to improve productivity and engagement while maintaining upon SLA’s.
 Collaborate with cross-functional teams to gather project requirements and ensure successful
project delivery.
 Follow governance regulations, internal policies, and procedures to ensure continuous
improvement and learning for future implementations.
 Manage and reporting onboarding and offboarding data up to date, which controls the office
capacity restrictions and financial charge out.
 Oversee the delivery of office spaces across different business partner understanding the
journey and activities.
 Manage relationship with vendors and collaborate with multiple business lines to oversee end-
to-end workplace management tools to track, plan and deliver best solutions.
Community Lead – Workhaus Coworking – Toronto, Sep. 2021- Dec. 2021.
 Ensuring best practices for effective operation through effective client relationship and people
management.
 Managing relationships with suppliers, property managers, and caterers, monitoring and
evaluating performance to build a strong relationship with business partners.
 Conducted site visits as needed and managed all requests for repairs and maintenance for all
office space requirements.
 Coordinated and created monthly events, monitored communication channels, and created
weekly engagement activities.
Property Manager Assistant – Fantastik Maintenance – Toronto, Oct. 2019 – Sep. 2021.
 Oversaw the facility to ensure they meet established safety and cleanliness standards.
 Provided leadership and guidance to ensure the building complex was managed and maintained
in a safe, environmentally responsible, and operationally effective.
 Managed work schedule and coordinated activities with other departments.
 Coordinated work orders in appropriate sequence ensuring service requests have been
completed in a timely manner and provided feedback to all work orders.
Terminal Duty Manager – RIO International Airport – Brazil, Sep. 2014 – Mar.2017.
 Oversaw terminal ambiance, aesthetics, accessibility, wayfinding, and navigation signage.
 Liaised with the customer service and maintenance teams, including services such as signage,
cleaning, maintenance, parking, and safety inspections.
 Maintained positive customer relationships and responded to service inquiries promptly,
analyzing and directing customer.
 Contributed ideas and recommendations to increase the efficiency of daily operations.
 Assisted in the preparation of reports relating to the airport terminal’s daily operations
processes.
 Oversaw the work of third-party employees and equipment ensuring efficiency and compliance
to established company standards.
Education
Post Graduation, MARKETING MANAGEMENT
Centennial College, Toronto, 2021
Post Graduation, MARKETING
UCAM University, Brazil, 2016
B.A., MASS COMMUNICATION & JOURNALISM
FACHA University, Brazil, 2012

Walace Freitas