SANA SANA
Arlington, VA
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Project Manager
www.sanaphotographyva.com
ABOUT ME
Results-driven Project Manager with 7+ years of experience in customer service, operational excellence,
and team leadership. Adept at streamlining processes, optimizing resource allocation, and driving project
success through effective planning and execution. Skilled in leveraging digital tools and platforms to
enhance team productivity and stakeholder engagement. Proven ability to lead cross-functional teams,
manage complex logistics, and deliver projects on time and within scope. Passionate about utilizing
project management expertise to achieve strategic goals and improve operational efficiency.
EXPERIENCE
Customer Service Advocate, Highmark Inc.
July 2022 - Present
Project Leadership: Spearheaded initiatives to streamline member inquiry processes, reducing resolution time
and enhancing customer satisfaction through efficient use of digital systems.
Stakeholder Management: Partnered with cross-functional teams to resolve complex member issues, ensuring
seamless customer experiences and maintaining high service standards.
Process Optimization: Implemented creative solutions to improve online access challenges, increasing member
engagement with digital platforms.
Resource Allocation: Optimized spending account management processes, leading to a reduction in complaint
rates and improved member satisfaction.
Tour Guide / Tour Manager, US Ghost Adventures
Jul 2018 – May 2022
Project Planning & Execution: Managed multi-city tour operations, overseeing logistics, scheduling, and
resource allocation to ensure seamless guest experiences.
Team Leadership: Cultivated a high-performing team of tour guides through comprehensive training programs,
performance evaluations, and ongoing operational updates.
Innovation: Pioneered virtual tour experiences, adapting traditional in-person tours to digital platforms,
resulting in a 25% increase in audience reach and accessibility.
Stakeholder Engagement: Developed and maintained relationships with local businesses and historical sites to
enhance tour content and guest satisfaction.
Coding Instructor,CodeWizardsHQ
Nov 2021 – Mar 2022
Curriculum Development: Designed and implemented coding exercises tailored to diverse learning styles,
improving student engagement and problem-solving skills.
Performance Tracking: Leveraged digital platforms to monitor student progress, providing timely feedback and
optimizing learning outcomes.
Team Collaboration: Worked closely with other instructors to share best practices and improve overall program
effectiveness.
Associate Amazon Books Store
May 2019 – Aug 2021
Process Improvement: Streamlined weekly changeover processes, improving store layout efficiency and
enhancing the customer experience.
Inventory Management: Maintained accurate inventory records, ensuring timely replenishment of popular
titles and reducing stock discrepancies by 15%.
Customer Relationship Management: Served as the primary customer liaison, addressing inquiries and
fostering positive relationships to build brand loyalty.
EDUCATION
Penn State University,
World Campus
The George Washington
University, Washington, DC
Gulf University for Science
and Technology (GUST)
Sep 2023 – Present
Bachelor of Science in
Management of Information
Systems
Jul 2015 – Aug 2015
Anthropology, International Relations
Sep 2008 – May 2015
Bachelor of Science in Management
of Information Systems
CERTIFICATIONS
Associate in Project Management (GAQM) | 2021
Google Project Management Certificate (Coursera)| 2022
CompTIA A+ | 2023
Certified Associate of Project Management (CAPM)| 2023
TEFL Certificate | 2020
SKILLS
Project Planning & Execution
Stakeholder Management
Process Improvement
Resource Allocation
Risk Management
LANGUAGES
English
Urdu
Agile & Waterfall Methodologies
Team Leadership & Development
Budget Management
Cross-Functional Collaboration
Digital Tools & Platforms
Arabic
