Anika Sanzana Khan
Owings mills,MD
Summary
Experienced Program Manager skilled in managing functional operations and projects related to refugee management,healthcare facilities and customer service. Talented in personnel and deployment management, program oversight, training, technical competence and customer support objectives. Advanced understanding of organizational strategies, training and contributing to the professional development of staff members. Proficient in managing budgets and reporting status to stakeholders.
Overview
6
6
years of post-secondary education
4
4
years of professional experience
Work History
Program Manager
Health And Education For All (HAEFA), USA
Lexington, MA
09.2020 - 02.2021
- Scheduled and supervised staff meetings to discuss new ideas and update participants on program details and milestones.
- Performed program research and analyzed data collection to develop cost estimates and budgets.
- Monitored progress of programs, using and applying programming documents, program directives, funding documents and other program material.
- Interacted with other organizations and personnals identifying organizational needs and requirements.
- Planned and executed meetings to connect organizational representatives, community members and clients.
- Created and presented data using MS Excel spreadsheets and other MS Office tools.
Chief Operating Officer (COO)
Health And Education For All (HAEFA), Bangladesh
Dhaka
03.2020 - 01.2021
- Oversaw daily administrative operations, including supervising teams of physicians and paramedics working in refugee camps.
Interviewed, supervised and motivated staff members to achieve optimal productivity.Supported and supervised team of 18 professionals. - In charge of coordinating staff and project work, and report writing for HAEFA’s RMG work, FDMN work in CXB and Cervical cancer work in Kurigram.
- Managed all aspects of managing, recruiting and smooth functioning of all projects of HAEFA.
- Negotiated and drafted contracts with government, international partners, clients and vendors.
- Collaborated with organizations like : Save the Children, USAID, Project HOPE, PwC, WHO, Physicians for Human Rights etc.to develop and implement recommendations for service improvement.
- Achieved under-budget and on-time remote as well as as on-site project management to adhere to project goals.
Customer Service Representative
Starbucks Coffee Company
Eldersburg, MD
03.2019 - 01.2020
- Anticipated customer and store need by constantly evaluating environment and customers for cues.
- Communicated information to manager so that the team can respond as necessary to create the best environment during each shift.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers in fast-paced environment.
- Collected customer feedback and made process changes to exceed customer satisfaction goals .
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
- Responded to customer requests for products, services and company information.
Customer service
Wegmans Food Markets, Owings Mills
, MD
02.2018 - 12.2018
- Proactively approach customers, prepare orders as requested and answer any questions they have about products or programs offered.
- Balance a variety of tasks at one time, being attentive to customers while preparing orders, ensuring supply levels are maintained and delivered properly.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Responded to customer requests for products, services and company information.
Customer Care Assistant
Terminal Aviation, Bangladesh
Dhaka
07.2017 - 10.2017
- Planned and sold transportation and accommodations for travel agency customers.
- Determined destination, modes of transportation, travel dates, costs, and accommodations as requested.
- Computed cost of travel and accommodations, using calculator, computer, carrier tariff books, and hotel rate books, or quote package tour's costs.
- Provided customer with brochures and publications containing travel information, such as local customs, points of interest, or foreign country regulations.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and effective solutions.
- Described and explained details about service and package options to inform customers and guide purchasing decisions.
- Explained charges, fees, terms of sales and service agreements to over [Number] customers daily.
- Responded to customer needs through competent customer service and prompt problem-solving.
Relationship Officer and Creative Writer
JAAGO Foundation, HQ
Dhaka
11.2016 - 05.2017
- Communicated with both international and local sponsors and managed the smooth functioning of their bank transfers and other online or offline payment systems.
- Assisted in providing logistical support to the department and ensured the efficient and effective implementation of the administrative routines.
- Assigned to write all the contents of three national pages conducted under the PR and Publications team, update website content and the database of sponsors.
- Maintained and built close relationships with customers through regular contact and visits.
- Liaised with clients by phone, email and text messaging to meet client needs and define expectations.
- Utilized exceptional writing, editing and proofreading skills to produce engaging and error-free content.
- Brainstormed with the PR team to determine new topics and stories.
- Marketed services through social media platforms and advertising services.
- Wrote and proofread blog and social media posts, website copy and articles.
Research Intern
Unilever Bangladesh Limited
Dhaka
06.2016 - 11.2016
- Assigned to write a detailed research paper for then Chairman and Managing Director of Unilever Bangladesh on the potential sectors of Bangladesh where investment can be done comparing it with other developing countries.
- Conducted numerous literature reviews, provided transcriptions of interviews, and created summary reports.
- Gathered, arranged and corrected research data to create representative graphs and charts highlighting results for presentations.
Research Intern
Bangladesh Institute of International, BIISS
Dhaka
08.2015 - 11.2015
- Assisted in projects of varying size and complexity, including supporting the development of project plans and priorities, tracking project timelines, budget monitoring.
- Assigned to individual research activities, collaborative research projects and contributed to the research publications of the Institute.
- Assisted in organizing events, workshops and other related functions as agreed with the supervisor.
- Researched various subjects that were related to project and presented information to appropriate stakeholders.
- Collected, analyzed and reviewed experimental data for publication and presentation.
- Researched and interpreted large volumes of scientific data and literature.
Education
Post-Baccalaureate Certificate - Project Management
University of Maryland, UMBC Graduate School
Baltimore, MD 01.2019 - 12.2019
Master of Social Science - International Relations
University of Dhaka
01.2016 - 12.2016
Bachelor of Social Science - International Relations
University of Dhaka
01.2012 - 12.2015
Skills
Fluent in [Language]English, Bangla, Basic French (DELF A1 -Diploma in French from Alliance Francaise de Dhaka)
Proficient in Microsoft Word, Microsoft Excel and PowerPoint
Program leadership
Performance monitoring
Team leadership and direction
Documentation proficiency
Policy and procedure improvements
Life cycle Management
Project Management
Data Collection & Research
Operations management
Cross functional Team Builder
Timeline
Program Manager
Health And Education For All (HAEFA), USA
09.2020 - 02.2021
Chief Operating Officer (COO)
Health And Education For All (HAEFA), Bangladesh
03.2020 - 01.2021
Customer Service Representative
Starbucks Coffee Company
03.2019 - 01.2020
Post-Baccalaureate Certificate - Project Management
University of Maryland, UMBC Graduate School
01.2019 - 12.2019
Customer service
Wegmans Food Markets, Owings Mills
02.2018 - 12.2018
Customer Care Assistant
Terminal Aviation, Bangladesh
07.2017 - 10.2017
Relationship Officer and Creative Writer
JAAGO Foundation, HQ
11.2016 - 05.2017
Research Intern
Unilever Bangladesh Limited
06.2016 - 11.2016
Master of Social Science - International Relations
University of Dhaka
01.2016 - 12.2016
Research Intern
Bangladesh Institute of International, BIISS
08.2015 - 11.2015
Bachelor of Social Science - International Relations
University of Dhaka
01.2012 - 12.2015