Hanna Shakhnazaran
West Coast Area Manager @Alfred
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WORK HISTORY
West Coast Area Manager @Alfred
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. Identified, troubleshooted and proactively solved customer problems. Provided feedback to the product team on how customers will use the new features. Provided product feedback to help shape future versions of the product. Conduct post-launch customer reviews. Ensured all contractual obligations are kept up to date with vendors/partners, 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. Developed team members to achieve high performance by providing direction, coaching, and mentoring. 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. Created & executed a detailed onboarding rollout plan and ensuring their rollout stays on track and schedule. 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, etc. Created strategy to improve key metrics such as CSAT, NPS, first contact resolution, time to resolution, and average handle time.
EDUCATION
European Humanities University
Bachelor's degree, Tourism and Cultural Heritage
Alma Mater Studiorum – Università di Bologna
Master's degree, Economics and Management of Tourism
ABOUT HANNA SHAKHNAZARAN
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