Noura Guzman -MBA
Lebanon,TN
Summary
A dynamic, people-oriented professional, specialized in Operations, Customer Experience and Business Process Management, building a career of boosting Organization's deliverables by driving change at Internal Team Engagement, critical customer touchpoints, and through continual Process Improvements; translating into Customer Loyalty Value, resulting in Sustainable and Profitable growth.
Overview
27
27
years of professional experience
Work History
Director, Operations
Service Industries
03.2020 - 02.2023
- Service Industries - Nashville, Tennessee
- Implemented and performed Journey Mapping of subareas, Process audits to detect pain points. Operational growth of 16% in first quarter.
- Implemented Team Focus strategy adapted to Organizational goals, to promote urgency for turnaround; Productivity increased by 26% in first trimester.
- Established Leadership team building, communication management; for Individual and Organizational growth, to include Executive level, Directors, Senior Managers and Sales-frontline Management.
- Coaching and development, continual improvement measurement of +500 employees.
- Assessed programs through periodic audits to determine skillset gaps and pain points, (directly compromising performance and cost factors)
- Oversee the implementation of departmental and business policies and project development.
- Evaluated report data to proactively adjust and enhance operations.
- Propelled continuous improvements and strategically capitalized on current market trends.
- Applied performance data to evaluate and improve operations, target current business conditions and forecast needs.
- Reviewed performance data to monitor and measure productivity, goal progress and activity levels.
- Applied CX captions to develop process improvements and support long-term business needs.
- Compiled data highlighting key metrics to determine trends, and identify methods for improving business results.
- Prepared and recommended long-range plans for development of departmental personnel.
- Maximized productivity by keeping detailed records of daily progress and identifying and rectifying areas for improvement.
- Assessed Customer Service protocols and deliverables with department heads, to determine skillset gaps and pain points; and impacting Organizational market share.
- Continuous mentorship delivered, in alignment with Operational process findings.
- Established Employee Engagement Program aligned with environmental work pace; boosted performance by 44% at end of 2nd trimester.
- Worked with cross-functional teams to develop and implement process improvements and drive quality mindset, resulting in 41% increase in productivity.
- Expanded cross-functional organizational capacity by collaborating across
departments on priorities, functions and common goals.
Senior Manager, Operations- Processes
Community Health Systems, CHS
03.2018 - 02.2020
- Performed measurement of Hospital’s Substance Abuse service line, to drive consistency. Audience increased by 33%.
- Oversee Program's Operational performance; addressing key process findings, to trigger WOW experience; 29% billing increase.
- Oversee Substance Abuse project management and cycles.
- Established, maintained relationships and alliances with diverse industry sectors. 37% overall hospital market growth
- Executive partnership in merger and acquisition of new Operator.
Senior Business Operations Manager
Unicomer Group
12.2012 - 02.2018
- Development and execution of CX initiatives and programs, enabling fulfillment of World Class Customer Engagement, to result in forecasted 23% sales increase per quarter, 33% increase quarter three (3).
- Developed and executed Process audits in four frontline areas, spiked market share by 37% between 2013 and 2015.
- Project Manager of Faster Sales Process project implementation, for local market – overseeing seven (7) stores and total sales team of 192 persons. Boosted C-SAT promoters by 33% by end of next quarter.
- Implemented Internal Procedures & Customer Experience programs, to link directly to transformational change and market growth.
- Oversee implementation of Training and Development resulting from Internal & External Surveys, Focus groups, Mystery Shopper, Customer Satisfaction (C-SAT) Surveys, CX Audit, to meet and-OR surpass service-sales forecast; increment by 23% per quarter, and in market share.
- Planned, monitored and appraised employee work results by training managers to coach and discipline employees.
- Executive partnership with the planning and overseeing of large-scale events which boosted employee participation by 55%.
- Implementation and execution of SLA, in alignment with extreme Inter-departmental challenges vs internal and external cost impact. Timely follow up meetings with all parties, measurement of adherence, productivity, deliverables and strengthening of relationships.
Education
MBA - Business Administration
Tennessee State University
Nashville, TN11.2020
Bachelor of Arts - Business Communications
Barry University
Miami, FL05.1990
Skills
- ▪ Process Improvement
- ▪ Process Audit
- ▪ Project Management
- ▪ Team Building & Client Retention
- ▪ Performance Management
- ▪ Profitable and Result Driven approaches
- ▪ Highly Effective at Problem Solving & Conflict Resolution
- ▪ People Oriented skillsets
- ▪ Road Mapping & Journey Mapping
- ▪ Training & Development
- ▪ Communication Management
- ▪ Strong background of coaching and working with people
Accomplishments
- Member of Betta Gamma Sigma – The - International Business Honor Society
Languages
French
Limited Working
Spanish
Native or Bilingual
Lebanese
Professional Working
English
Native or Bilingual
Affiliations
Customer Experience Professionals
Timeline
Director, Operations
Service Industries
03.2020 - 02.2023
Senior Manager, Operations- Processes
Community Health Systems, CHS
03.2018 - 02.2020
Senior Business Operations Manager
Unicomer Group
12.2012 - 02.2018
MBA - Business Administration
Tennessee State University
Bachelor of Arts - Business Communications
Barry University
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