Program Manager Customer Service

Andrew MacKenzie

**-*** ****** **, ****, HI *****

808-***-**** *******@*****.***

Professional Summary

Program Manager with 10+ years of experience in logistics, operations, and customer service. Adept at leading cross-functional teams, driving operational improvements, and managing programs across regulatory environments. Proven expertise in fleet logistics, SOP development, and stakeholder engagement. Proficient in Excel (PivotTables, VLOOKUP), Power BI, and scheduling tools. Committed to delivering high-impact initiatives that optimize service quality and exceed client expectations. Professional Experience

Moving Consultant / Surveyor

Royal Hawaiian Movers – Honolulu, HI

2024–Present

- Led a team of surveyors managing residential and commercial logistics operations.

- Developed and implemented standardized operating procedures, increasing quote accuracy and operational consistency.

- Collaborated with military and commercial TSPs to ensure regulatory compliance and service excellence.

- Partnered with software developers to enhance internal logistics systems, reducing delays and improving data integrity.

Owner / Managing Member

Hawaiian Diving Adventures – Honolulu, HI

2012–2024

- Founded and operated a full-service scuba diving business, overseeing logistics, staffing, and compliance.

- Established safety and training protocols adopted industry-wide, ensuring consistent and safe operations.

- Directed financial planning including budgeting, forecasting, and reporting, sustaining long-term profitability.

- Maintained strategic partnerships with state and federal agencies including the U.S. Coast Guard and DOT. Chamber Operator

Hyperbaric Treatment Center – Honolulu, HI

2019–2022

- Operated hyperbaric chambers for emergency and scheduled treatments, adhering to medical protocols.

- Managed treatment documentation and ensured full compliance with federal safety standards. Submarine Pilot

Atlantis Submarine – Honolulu, HI

2007–2012

- Piloted submersibles and support vessels for underwater tours, delivering safe and engaging guest 1

experiences.

- Provided real-time tour narration and managed customer service for groups of up to 64 passengers. Education

Bachelor of Arts in History (European Emphasis)

University of California, Santa Cruz – May 2006

Skills

Fleet & Logistics Operations

Program/Project Management

SOP Development & Compliance

Cross-Functional Team Leadership

Excel (PivotTables, VLOOKUP), Power BI

Client & Stakeholder Management

Data Analysis & Dashboard Reporting

Agile/Lean Methodologies (Informal)

Certifications

IAM Trusted Moving Specialist, 2024

U.S. Coast Guard 100 Ton Master’s License, 2008

TWIC Card, TSA, 2008

CPR/First Aid/AED Instructor (multiple agencies), since 2004 Instructor Trainer, SSI, 2023

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