Hanna Shakhnazaran
Director Of Operations
Los Angeles
Summary
Over 9+ years of expertise in delivering revenue, business growth and world-class customer service. Savvy strategist, devising programs and marketing promotions that win and retain customers, while minimizing operational costs. Proactive leader with global perspective, addressing all aspects of opportunities and challenges. Attract, retain and develop top talent, fostering a culture of accountability, commitment and shared success.
Overview
13
13
years of professional experience
Work History
Operations Manager
Tesla
05.2023 - 05.2025
- Led operational strategy for manufacturing and supply chain across multiple facilities, resulting in a 20% increase in production efficiency and a 15% reduction in costs over 12 months.
- Streamlined production processes by implementing lean manufacturing principles, decreasing cycle times by 25% and save $5M annually.
- Managed a team of 60+ employees, reducing turnover rate by 10% and increasing team productivity by 18%.
- Coordinated cross-functional teams to enhance product quality, achieving a 30% reduction in defect rates and improving customer satisfaction scores by 12 points.
- Oversaw inventory management, reducing excess inventory by 22%.
- Developed and executed supply chain logistics strategy, increasing on-time delivery rate to 98% and decreasing lead times by 15 days.
- Implemented data-driven decision-making tools that increased forecasting accuracy by 20%, avoiding $3M in potential overstock and shortages.
Chief Executive Officer
Calabrian
01.2023 - 01.2025
- Develop and implement the overall business strategy, including creating a clear vision for the company's future and guiding employees towards achieving common goals.
- Build and lead a strong and effective team, delegating tasks and responsibilities effectively and fostering a positive work culture.
- Raise capital and manage finances, including securing funding, making informed financial decisions, and ensuring the company's financial stability and sustainability.
- Lead product development and launch, driving innovation and creativity, and ensuring the final product meets customer expectations and is of high quality.
- Establish and maintain partnerships and relationships with stakeholders, including investors, customers, suppliers, and other key players in the industry.
- Reached 6 figure revenue within the 1 year, 72% calendar bookings, reached 5
- Reviews on all the platforms where the business is advertised.
West Coast Area Manager
Alfred
01.2021 - 01.2023
- Accountable for all aspects of the day-to-day operations of the App in the West Region
- Achieved the highest possible net operating income through implementation of effective cost control
- Acted as a liaison between the customer and the product team
- Ensured all contractual obligations are kept up to date with vendors, including payment terms. Managed billing disputes
- Hired, evaluated, trained employees. Effectively managed working relationships, teams’ productivity, and morale. Communicate effectively with site staff members and ensure compliance of all personnel policies and procedures
- Contributed to cross functional business initiatives; through initiation and planning stages to actively anticipate market impact and roll out plans.
- Focused on relationship development and resident retention
- Increased profit by managing expenses, increasing productivity, analyzing, and researching monthly profit and loss statements to implement new strategies to maximize efficiency in processes and labor expenses
- Managed Partner relationships and worked proactively to deliver an outstanding Partner experience. Identified Partner challenges within the platform and actively suggest solutions
- Deliver against target weekly & monthly KPI metrics such as task completions, Partner retention rate, out-bound activities, transaction goals. Created strategy to improve key metrics such as CSAT, NPS
- Decreased refund rate from 4.6% to 1.3%
- Increased Westcoast rating from 4.2-4.3% to 4.7-4.9%
- Lunched initiative programs across the Region which increased revenue income from 20-30% per quarter.
- Supervised team of 40+ employees including salaried employees.
- Implemented a new operational strategy that decreased the payroll cost by 23%.
- Established strong relationships between private and corporate clients.
Director Of Operations
Nobu Hotel Palo Alto
01.2020 - 01.2021
- Managed all aspects of hotel operations, including supervising over 60 employees, overseeing daily front desk operations, coordinating housekeeping, maintenance, and food and beverage service, and ensuring high-quality customer service and satisfaction
- Managed 110 room property with $2.5 million in annual revenue
- Increased guest satisfaction scores by 12 percent in surveys on attentiveness, cleanliness, quality of maintenance, and breakfast service
- Recognized as the most improved customer satisfaction by Nobu in the region
- Coordinated yield strategies
- Led a team of 50+ staff members, introducing performance metrics that increase team efficiency by 25%
- Implemented an advanced property management system, reducing check-in/ check-out times by 30%
Director Of Operations
Hotel Shangri-La
01.2017 - 01.2021
- Liaise with superior to make decisions for operational activities and set strategic goals
- Plan and monitor the day-to-day running of business to ensure smooth progress
- Supervise staff from different departments and provide constructive feedback
- Evaluate regularly the efficiency of business procedures according to organizational objectives and apply improvements
- Manage procurement processes and coordinate material and resources allocation
- Oversee customer support processes and organize them to enhance customer satisfaction
- Review financial information and adjust operational budgets to promote profitability
- Revise and/or formulate policies and promote their implementation
- Manage relationships/agreements with external partners/vendors
- Evaluate overall performance by gathering, analyzing and interpreting data and metrics
- Ensure that the company runs with legality and conformity to established regulations
- Boosted annual revenue by $2M through targeted marketing campaigns and upselling techniques
Front Office Manager
Front Office Manager
06.2017 - 09.2017
- Responsible for the running of the front desk by hiring and training all front desk agents and leading by example
- Anticipate and handle any guest requests and satisfy their needs within acceptable guidelines
- Assist in the development and monitoring of the budget to provide top quality customer service
- Schedule the front office staff and supervise workload during the day
- Act as liaison between the General Manager and staff
- Answer phone inquiries, direct calls, and provide basic information
Front Desk Supervisor
Front Desk Supervisor
02.2017 - 06.2017
- Attend preconference meetings
- Oversee scheduling and payroll for 15 staff members including Management to maintain appropriate staff levels according to business needs
- Monitor Moments of Service tracking and monthly one on ones
- Answer inquiries pertaining to hotel policies and services
- Delegate work assignments, hire and train new associates, create work schedules, monitor and evaluate employee performances, and motivate staff members
- Resolve guest’s issues
- Confer and cooperate with other managers and ensures coordination of hotel activities
Project Manager
Gazprom
01.2015 - 01.2017
- Meet with clients to take detailed ordering briefs and clarify specific requirements of each project
- Delegate project tasks based on junior staff members’ individual strengths, skill sets and experience levels
- Track project performance, specifically to analyze the successful completion of short- and long-term goals
- Meet budgetary objectives and make adjustments to project constraints based on financial analysis
- Develop comprehensive project plans to be shared with clients as well as other staff members
- Use and continually develop leadership skills
Front Office Supervisor
Beijing Hotel
01.2014 - 01.2015
- Performed tasks of monitoring supervising daily operations of front desk
- Responding to special requests of guests, as well as guest complaints and inquiries in calm, prompt, courteous manner.
- Provided exceptional guest service that differentiates us from the competition.
- Provided daily reports outlining amenities, rooms blocks and customer arrival and departures
- Responsible for training new hires
- Responsible for greeting and servicing guest's in a friendly and professionals manner
- Responsible for handling guests requests, concerns, and complaints
- Responsible for purchasing orders for front desk
Guest Services Associate
Crown Plaza Hotel
04.2014 - 09.2014
- Greeted and welcomed guests upon arrival
- Accurately verified guest information upon check in
- Checked in and out guests using Opera system
- Processed credit card and cash transactions
- Provided courteous guest service and identify guest needs
- Acted as concierge by providing guests with dinning and activity reconditions and directions
- Engaged guests and offer enrollment in Intercontinental Hotels Group membership program
- Operated phone calls
Head Concierge
Crown Plaza Hotel
01.2014 - 01.2014
- Meet and greet guests and respond to guest inquires, requests and issues in a timely, friendly and efficient manner and resolves guest concerns
- Ensure and provide flawless, upscale, professional and high class guest service experiences
- Expect and react promptly to guest requirements and inquires
- Actively listen and resolve guest's complains
- Oversee and coordinate all arrivals and departures of VIP guests
- Promote all amenities and programs offered
Internship in Marketing and Sales
Tusson voyage
01.2013 - 01.2013
Internship in Management
Sentido Pearl Hotels
01.2012 - 01.2012
Education
Master of Business Administration - MBA -
Alma Mater Studiorum – Università di Bologna
01.2015
Bachelor's degree - Tourism and Cultural Heritage
European Humanities University
01.2013
Skills
- Looker, Zendesk, Intercom
- Customer Relationship Management (CRM)
- Business Process Improvement
- Operations management
- Team leadership
- Data analysis
- Business development
Accomplishments
Me and my team members received some of the highest honors during our end of year recognition for the highest result achievements.
Timeline
Operations Manager
Tesla
05.2023 - 05.2025
Chief Executive Officer
Calabrian
01.2023 - 01.2025
West Coast Area Manager
Alfred
01.2021 - 01.2023
Director Of Operations
Nobu Hotel Palo Alto
01.2020 - 01.2021
Front Office Manager
Front Office Manager
06.2017 - 09.2017
Front Desk Supervisor
Front Desk Supervisor
02.2017 - 06.2017
Director Of Operations
Hotel Shangri-La
01.2017 - 01.2021
Project Manager
Gazprom
01.2015 - 01.2017
Guest Services Associate
Crown Plaza Hotel
04.2014 - 09.2014
Front Office Supervisor
Beijing Hotel
01.2014 - 01.2015
Head Concierge
Crown Plaza Hotel
01.2014 - 01.2014
Internship in Marketing and Sales
Tusson voyage
01.2013 - 01.2013
Internship in Management
Sentido Pearl Hotels
01.2012 - 01.2012
Bachelor's degree - Tourism and Cultural Heritage
European Humanities University
Master of Business Administration - MBA -
Alma Mater Studiorum – Università di Bologna
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