Eduard Sarkisian
Van Nuys,CA
Summary
Dynamic and seasoned executive with over 18 years of extensive experience in customer success, operations management, and strategic sales and marketing within highly competitive sectors. Demonstrated expertise in enhancing customer experiences, optimizing operational workflows, and spearheading growth initiatives. Skilled in leading high-performing teams to surpass business objectives and in cultivating enduring client relationships to secure loyalty and repeat business. Proficient in navigating fast-paced environments, ensuring timely and budget-compliant project delivery. Bilingual in English and Armenian. Eager to contribute deep industry knowledge and leadership acumen to a well-established and forward-looking company, aiming for a long-term, impactful engagement.
Overview
19
19
years of professional experience
Work History
Director of Operations / Customer Success Manager
Pemex North America
05.2015 - 11.2023
- Oversaw Daily Operations Across Multiple Departments: Directed daily operations across various departments, ensuring seamless coordination and effective task execution to enhance operational flow and departmental integration.
- Developed Systems and Procedures: Formulated and implemented innovative systems and procedures aimed at boosting operational quality and enhancing team efficiency, leading to more streamlined processes.
- Leadership and Team Development: Led a diverse team of over 170 professionals by developing strategic training and development initiatives, resulting in a 25% improvement in team performance and operational outcomes.
- Spearheaded Operations and Customer Success Initiatives: Pioneered key operations and customer success strategies that curtailed costs by 15% and enhanced timeliness of service delivery, optimizing resource utilization and service quality.
- Optimized Operational Procedures with Cross-Functional Teams: Collaborated with cross-functional teams to refine and optimize operational procedures, ensuring uninterrupted business continuity and elevating overall enterprise agility.
- Collaboration with Sales, Product, and Support Teams: Engineered and refined onboarding and account management processes by fostering robust collaboration among sales, product, and support teams, enhancing customer experience and operational efficiency.
- Enhanced Customer Retention: Dramatically improved customer retention by 20% through development of tailored success plans and robust problem resolution strategies, thereby strengthening client relationships and loyalty.
Director of Sales and Business Development
TransEnergy USA
10.2007 - 03.2015
- Managed Sales Pipeline and Revenue Management: Strategically managed sales activities and pipeline using advanced revenue management software, leveraging targeted statistical analysis and projections to drive robust business development.
- Market Research and Industry Insights: Conducted in-depth market research to identify and capitalize on emerging trends and opportunities, fostering sustainable growth within industry.
- Developed and Implemented Sales Strategies: Crafted and executed comprehensive regional sales strategies, achieving a 34% increase in revenue over three years by adapting to market dynamics and customer needs.
- Key Account Management: Oversaw and enhanced key account relationships, achieving a 57% improvement in customer loyalty and satisfaction through personalized engagement and high-quality service.
- Networking and Market Penetration: Orchestrated innovative networking and industry engagement strategies, significantly expanding market footprint by penetrating new segments and diversifying client base.
- Leadership in Sales Team Development: Coached and led a high-performing sales team, exceeding sales targets by implementing advanced training programs and supportive leadership techniques to enhance team capabilities.
Teller / Relationship Banker
Union Bank Of California
09.2005 - 10.2007
- Cash Management and Discrepancy Resolution: Maintained impeccable cash drawer balance daily, with diligent resolution of discrepancies to ensure accurate reporting of cash flow and enhance financial integrity.
- Transaction Accuracy and Security Compliance: Executed cash and check disbursements with high accuracy, adhering strictly to security protocols to maintain integrity of cash drawers and safeguard bank assets.
- Client Relationship and Trust Building: Leveraged exceptional interpersonal communication skills to enhance customer interactions, significantly increasing client trust and cultivating enduring banking relationships.
- Customer Account Management: Assisted customers with essential banking activities, including account setup and closure, loan application processing, and enrollment in new services, thereby enhancing customer satisfaction and engagement.
- Cross-Selling and Needs Assessment: Proactively identified client needs during routine transactions, effectively increasing cross-selling opportunities by recommending tailored banking products that align with their financial goals.
- Audit Support and Documentation: Supported audit processes by maintaining meticulous documentation of all client transactions and interactions, ensuring compliance with banking regulations and standards.
Cashier Team Lead
McDonald's Restaurant
06.2004 - 07.2005
- Operational Management: Managed store opening, closing, and shift-change operations, meticulously maintaining accurate shift logs to ensure seamless transitions and operational integrity.
- Customer Service Excellence: Provided high-level customer service, promptly addressing questions and fulfilling requests to enhance customer satisfaction and store reputation.
- Communication and Problem Resolution: Facilitated effective communication between customers and team members, resolving issues swiftly to maintain positive shopping environment and streamline operations.
- Transaction Handling: Efficiently processed variety of transactions, including cash, credit, and returns, ensuring accuracy and security in all financial exchanges.
- Staff Coverage and Support During Peak Times: Proactively worked additional shifts and covered for absent employees during peak periods to sustain service levels and operational efficiency.
- Team Leadership and Development: Trained and mentored new cashiers using positive reinforcement and encouraging coaching techniques, significantly enhancing team performance and individual skills development.
Education
High School Diploma -
John Marshall High School
Los Angeles, CA06.2004
Skills
Strategic Management:
- Strategic Planning
- Operational Efficiency
- Cost Control
- Revenue Management
- Financial Compliance
Leadership & Development:
- Leadership Training
- Staff Management
- Employee Motivation
- Recruitment & Onboarding
- Staff Development
- Schedule Enforcement
Sales & Customer Relationship:
- Sales Strategy Development
- CRM Expertise (Salesforce, HubSpot)
- Customer Relationship Management
- Account Management
- Customer Success Strategy & Excellence
Problem Solving & Decision Making:
- Problem Resolution
- Decision Making
- Client Advocacy
Financial & Transactional Skills:
- Cash Management
- Transaction Accuracy
- Security Protocols
Communication & Interpersonal Skills:
- Bilingual (English/Armenian)
- Relationship Management
- Teamwork Facilitation
Technical & Administrative Skills:
- Microsoft Office Proficiency
- Typing: 60 WPM
- Time Management
- Analytical Skills
Timeline
Director of Operations / Customer Success Manager
Pemex North America
05.2015 - 11.2023
Director of Sales and Business Development
TransEnergy USA
10.2007 - 03.2015
Teller / Relationship Banker
Union Bank Of California
09.2005 - 10.2007
Cashier Team Lead
McDonald's Restaurant
06.2004 - 07.2005
High School Diploma -
John Marshall High School
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