Hanna Shakhnazaran
Los Angeles
Summary
Operations leader with extensive experience in ERP and CRM optimization. Achieved a 25% increase in team productivity through relationship building and efficiency enhancements. Skilled in data visualization and dedicated to driving strategic growth with innovative solutions and clear communication.
Overview
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Certification
Work History
Director of Business Operations
Builder.ai
Los Angeles Metropolitan Area
2023 - 2025
- Oversee day-to-day operational activities across engineering, data science, and product teams to ensure smooth execution of AI development projects.
- Created and refined workflows, processes, and communication frameworks that increase team efficiency and project transparency.
- Managed resource planning, staffing, and cross-team coordination to align priorities with company goals.
- Developed operational strategies that improve delivery speed, reduce bottlenecks, and support scalable AI product growth.
- Lead budget planning, vendor management, and allocation of technical resources.
- Collaborated with leadership to define KPIs, track performance metrics, and ensure progress toward strategic objectives.
- Implemented project management best practices using Agile/Scrum methodologies.
- Oversee risk management and compliance procedures for AI data usage, security, and development standards.
- Foster a culture of innovation, accountability, and continuous improvement across teams.
West Coast Area Manager
Alfred
2021 - 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
Palo Alto
2020 - 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
Los Angeles
2017 - 2020
- 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
Hotel Shangri-La
Los Angeles
2017 - 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
Hotel Shangri-La
Los Angeles
2017 - 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
San Francisco Bay Area
2015 - 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
Minsk
2014 - 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.
- Assist in marketing the weekly front office schedule.
Guest Services Associate
Crown Plaza Hotel
Minsk
2014 - 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 identity guest needs.
- Acted as concierge by providing guests with dining and activity recommendations and directions.
- Engaged guests and offer enrollment in Intercontinental Hotels Group membership program.
- Operated phone calls.
Head Concierge
Crown Plaza Hotel
Rome
2014 - 2014
- Meet and greet guests and respond to guest inquiries, 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 inquiries.
- Actively listen and resolve guest's complaints.
- Oversee and coordinate all arrivals and departures of VIP guests.
- Promote all amenities and programs offered.
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
- ERP/CRM implementation & optimization (eg, SAP, NetSuite)
- Automation & digital transformation
- Data analytics & dashboard development
- Business intelligence tools (Power BI, Tableau)
- Strategic planning and execution
- Cross-functional leadership
- Business transformation initiatives
- Data-driven decision-making
- Executive stakeholder management
Certification
Resilient Leadership at Harvard Extension School
Timeline
Director of Business Operations
Builder.ai
2023 - 2025
West Coast Area Manager
Alfred
2021 - 2023
Director Of Operations
Nobu Hotel Palo Alto
2020 - 2021
Director Of Operations
Hotel Shangri-La
2017 - 2020
Front Office Manager
Hotel Shangri-La
2017 - 2017
Front Desk Supervisor
Hotel Shangri-La
2017 - 2017
Project Manager
Gazprom
2015 - 2017
Front Office Supervisor
Beijing Hotel
2014 - 2015
Guest Services Associate
Crown Plaza Hotel
2014 - 2014
Head Concierge
Crown Plaza Hotel
2014 - 2014
Master of Business Administration - MBA -
Alma Mater Studiorum - Università Di Bologna
Bachelor's degree - Tourism and Cultural Heritage
European Humanities University