Alicja Ando
Maple Ridge,BC
Summary
Dynamic Program Manager with extensive experience in retail banking, specializing in service excellence, employee development, and process optimization. Over 18 years at Coast Capital Savings, I’ve led cross-functional teams to deliver impactful programs that enhance customer and employee experiences while aligning with organizational goals. Adept at designing training initiatives, fostering collaboration, and driving continuous improvement; all skills I’m eager to bring to Lululemon to elevate service standards and inspire teams in a purpose-driven environment.
Overview
13
13
years of professional experience
Work History
Program Manager - Organizational Learning
Coast Capital Savings
Surrey, Canada
12.2022 - 04.2024
- Spearhead learning and development programs to elevate employee performance and service quality, delivering projects 6 weeks ahead of schedule and under budget (e.g., organizational credit program launch)
- Design and deploy centralized training resources and modules using Articulate 360, LMS software, and Camtasia, enhancing team productivity and engagement
- Foster collaboration across stakeholders by establishing regular communication cadences, ensuring seamless program execution and alignment with strategic objectives
- Identify risks and implement semi-annual reviews to maintain compliance and service standards, minimizing operational disruptions
Program Manager - Business Effectiveness
Coast Capital Savings
Surrey, Canada
07.2021 - 12.2022
- Directed cross-departmental initiatives to optimize business processes and elevate service delivery, supporting revenue teams with tailored learning solutions
- Developed and facilitated virtual training for new tellers using Teams and technical tools, improving onboarding efficiency and customer-facing performance
- Presented quarterly updates to senior executives, aligning programs with organizational goals and driving a culture of accountability and excellence
- Transformed team into a high-performing unit through creative engagement strategies, balancing multiple priorities with adaptability
Branch Manager
Coast Capital Savings
Pitt Meadows, Canada
01.2019 - 07.2021
- Led daily operations and a team of 15 to consistently rank in the top 5 branches for production, delivering exceptional member experiences
- Coached staff to provide personalized financial solutions, embedding a member-centric approach aligned with corporate values
- Implemented process improvements and monthly operational reviews, reducing risks and enhancing service efficiency
- Conducted performance appraisals, offering actionable feedback to foster growth and maintain high team morale
Assistant Branch Manager
Coast Capital Savings
Various Locations, Canada
11.2010 - 01.2019
- Managed a team of 10+ employees, optimizing scheduling and incentives to boost efficiency and reduce costs while maintaining service excellence
- Resolved customer inquiries with a focus on quality and timeliness, strengthening client satisfaction and loyalty
- Recruited, trained, and mentored staff, cultivating a positive culture that minimized turnover and maximized performance
Education
Diploma - Business Administration
Southern Alberta Institute of Technology
Calgary, ABSkills
- Service Excellence & Customer Experience
- Program & Project Management
- Team Leadership & Coaching
- Training Design & Delivery (Articulate 360, LMS, Camtasia)
- Change Management & Process Improvement
- Stakeholder Collaboration & Communication
- Risk Mitigation & Compliance
- Strategic Alignment & Execution
Languages
Polish, Intermediate
Timeline
Program Manager - Organizational Learning
Coast Capital Savings
12.2022 - 04.2024
Program Manager - Business Effectiveness
Coast Capital Savings
07.2021 - 12.2022
Branch Manager
Coast Capital Savings
01.2019 - 07.2021
Assistant Branch Manager
Coast Capital Savings
11.2010 - 01.2019
Diploma - Business Administration
Southern Alberta Institute of Technology
Similar Profiles
Kat Ying Dolly YungKat Ying Dolly Yung
Banking Specialist (3 Months Contract) at Coast Capital SavingsBanking Specialist (3 Months Contract) at Coast Capital Savings
Surbhi Singh RanaSurbhi Singh Rana
Customer Service Representative at Coast Capital Savings Credit UnionCustomer Service Representative at Coast Capital Savings Credit Union
Deepshikha DhimanDeepshikha Dhiman
Relationship Manager, Banking Operations at Coast Capital SavingsRelationship Manager, Banking Operations at Coast Capital Savings