Hi, I’m
Amy Chand
Vancouver`,BC
Summary
Experienced Program Manager skilled in managing functional operations and projects related to customer and employee satisfaction. Advanced understanding of organizational strategies, leading cross-functional meetings and managing relationship with leaders to drive business targets. Passionate and proficient in creating and implementing programs that improve employee engagement, satisfaction and culture.
Overview
20
years of professional experience
Work History
Rogers Communications
Frontline Experience Program Manager
01.2020 - Current
Job overview
- Implemented a nationwide employee insights program to improve internal irritants that impact their performance and engagement.
- Created, delivered, and ran customer centric program, bringing over 5000 leaders closer to frontline reality
- Work along side with business leaders of all levels in the organization through leading cross-functional meetings
- Manage projects from end to end to ensure outcome delivery align to objectives
- Ran multiple pilots and user end testing programs as part of project implementation
- Initiated change within programs, process and policies by uncovering customer impacting irritants
Rogers Communications
Continuous Improvement Manager
01.2017 - 01.2020
Job overview
- Validate the processes, policies and procedures to identify the impacts on customer experience, cost and call saving to the business
- Regularly work with business partners and program owners to reduce or eliminate customer friction
- Support and coach direct reports for optimal performance and career advancement opportunities
Rogers Communications
Customer Experience Program Manager
01.2015 - 01.2017
Job overview
- Collaboration with Site Directors to improve customer experience in the care organization
- Deep dive into business process and policies to identify and close the gaps to improve customer experience
- Identify call drivers by analyzing customer calls and customer survey comments to provide feedback on current and new business policies and procedures
- Update weekly customer experience dashboard that identifies metrics that affect our agents and their customer experience results and performance
- Reduce CCTS complaints by identifying trends from customer's comments, listening to calls, support TMs in coaching agents
Rogers Communications
Change Manager
01.2011 - 01.2013
Rogers Communications
Team Manager
01.2007 - 01.2015
Rogers Communications
Customer Service Support
01.2004 - 01.2007
Education
University of British ColumbiaVancouver, BC
Bachelor of Science
06.2003
Skills
- Employee engagement & culture focused
- Vendor Management
- Organizational Policies
- Data Collection
- Six Sigma
- Organizational Performance
- Work Planning and Prioritization
- Problem solving and troubleshooting
- Program Leadership
- Time Management
- Set Organizational Policies
- Policy and Procedure Improvement
- Adobe Experience Manager
- Change Management
- Forecasting and Performance
Accomplishments
- Stood up a program to increase employee and customer satisfaction by identifying operational process improvement opportunities
- Yearly Ted Rogers nomination for Business Excellence. Award recipient for the following years: 2013, 2016, 2019
- Managed an employee driven program which reduced $3.5M of cost savings year over year
- Launch of frontline Support Centers for 8K employees nationwide
- Initiated and supported the launch of new customer survey portal Qualtrics nationwide
Timeline
Frontline Experience Program Manager
Rogers Communications
01.2020 - Current
Continuous Improvement Manager
Rogers Communications
01.2017 - 01.2020
Customer Experience Program Manager
Rogers Communications
01.2015 - 01.2017
Change Manager
Rogers Communications
01.2011 - 01.2013
Team Manager
Rogers Communications
01.2007 - 01.2015
Customer Service Support
Rogers Communications
01.2004 - 01.2007
University of British Columbia
Bachelor of Science
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