Sandy Ledo
Camrose,AB
Summary
Dynamic Program Manager with a proven track record at Royal Caribbean International, driving 30% year-over-year sales growth. Expert in project management and communication, adept at fostering cross-team collaboration and enhancing customer satisfaction. Skilled in Microsoft Office and problem resolution, ensuring projects meet deadlines and exceed client expectations.
Overview
10
10
years of professional experience
Work History
Program Manager/Coordinator for Royal Caribbean International
Royal Ocean Events
Delta, Canada
08.2015 - 02.2023
- Maintaining and monitoring project plans, project schedules, work hours, budgets and expenditures.
- Organized and participated in meetings to facilitate project alignment and decision-making.
- Prepared presentation materials to effectively communicate project status and objectives.
- Ensuring project deadlines are met.
- Determining project changes.
- 30% + year over year growth in sales since 2015.
- Undertook project tasks to advance project goals.
- Developing project strategies.
- Ensuring projects adhere to frameworks and all documentation is maintained appropriately for each project.
- Assessed project risks and issues and provided solutions.
- Ensure views are managed towards the best solution.
- Facilitated meetings and distributed minutes to project team members.
- Coordinating with cross discipline team members to make sure that all parties are on track with project requirements, deadlines, and schedules.
- Preparing status reports by gathering, analyzing and summarizing relevant information.
- Establishing effective project communication plans and ensuring their execution.
- Coordinated development of user manuals and training materials to ensure effective implementation and user understanding.
- Identifying and developing new opportunities with clients.
- Oversaw customer satisfaction metrics to identify areas for improvement.
Customer Service Manager
Rogers Communication
Chilliwack, Canada
05.2013 - 03.2015
- Develop and implement customer service procedures, policies, and standards to enhance service delivery.
- Set customer satisfaction goals and collaborate with the team to consistently achieve targets.
- Supervise day-to-day operations in the customer service department.
- Engaged with customers via phone, email, and chat to address inquiries.
- Recognized and addressed customer complaints promptly to improve satisfaction.
- Ensure customer satisfaction and provide professional customer support.
- Manage the processing of orders and requests to ensure timely fulfillment.
- Hire and train new customer service agents.
- Maintain accurate records and document all customer service activities and discussions.
- Analyze service statistics and generate detailed reports to inform strategic improvements.
- Providing feedback on the efficiency of the customer service process.
- Stay informed on the latest industry techniques and methods.
Education
High School Diploma -
Rick Hansen
Abbotsford Bc06-1999
Skills
- Software scheduling
- Efficiency monitoring
- Financial forecasting
- Report analysis
- Document control
- Microsoft Office proficiency
- Organizational skills
- Business partner relations
- Problem resolution
- Customer interaction
- Staff collaboration
- Communication skills
Languages
Portuguese
Professional
Timeline
Program Manager/Coordinator for Royal Caribbean International
Royal Ocean Events
08.2015 - 02.2023
Customer Service Manager
Rogers Communication
05.2013 - 03.2015
High School Diploma -
Rick Hansen