Highlights:

Skills:problem solving, System optimization, Process automation, Staff management, SOP writing, implementing and monitoring, Budgeting and cost cutting, Analytics

General Manager 06/01/2024 - 09/01/2024
Shakaryan Ranch, Dsegh, Lori Armenia
Industry: Leisure
I occupied the general manager's position in Shakaryan Ranch. The business included accommodation management, restaurant management and the general management of the 16 hectare area including the cattle and crop.
- Overseeing daily operations of the business. - Creating new strategies for growth and implementing. - Conducting audit and quality assurance. - Analyzing and preparing reports of the required data. - Creating, reviewing and revising SOPs and Policies. - Researching and identifying growth opportunities. - Following up on the correct implementation of the SOPs and Policies. - Optimization of the processes and automation. - Control budgets and optimize expenses. - Suggest, create and manage projects for the location based on the data analysis. - Set and conduct regular one on one meetings with the staff. - Developing key performance goals and managing the performance of the staff. - Evaluate the staff performance individually per set procedure. - Participate in the recruitment process and manage onboarding of new hires. - Managing the recruitment, hiring and training processes.--
Head of Operations 10/10/2022 - 10/10/2023
Buymie, Yerevan, Yerevan Armenia
Industry: IT Services and IT Consulting
I have managed personnel with the total number of 25.
- Understand the needs and requirements of the Operations department. - Prepare reports, conduct audit and quality assurance of the department and staff. - Analyse and prepare reports of the required data, upon need. - Create, review and revise SOPs and Policies for the company. - Follow up on the correct implementation of the SOPs and Policies. - Process and system optimization, such as: payment structure, Q&A, communication methods/channels, surveys, data and document collection, backoffice/app. Implemented operational and software automation. - Managed 3 partner accounts: Dunnes Stores - Ireland, Lidl Stores - Ireland, UK and ASDA Stores - UK. - Create and estimate the operations budget. - Suggest, create and manage projects based on the data analysis. - Plan, set and participate in the weekly operations team meetings. - Set and conduct regular one on one meetings with the staff. - Evaluate the staff performance individually per set procedure. - Participate in the recruitment process and manage onboarding of new hires. - Perform business trips to the assigned locations upon need.--
Contact Center Manager 09/01/2019 - 03/31/2022
Ginosi Hospitality Management, Yerevan, Yerevan Armenia
Industry: Hospitality
Starting from a contact center agent I enlarged my knowledge and experience and took over the responsibility of the contact center manager.
- Create and consult procedures and policies. - Conduct and attend team meetings. - Closely follow the company's quality assurance requirements. - Cooperate in a timely manner in quality related projects, assignments and initiatives. - Participate in the recruitment process. - Conduct introduction training for the newcomers. - Conduct and follow up training and development processes. - Conduct training and implement technology updates for the team. - Follow up with the timely handling of financial issues. - Take responsibility for unit closures in the assigned region that may cause financial loss. - Create a recovery plan based on the reviews. - Conduct individual performance evaluation of the staff and, in case of need, come up with the recovery plan and implement. - Monitor the calls and make sure the team meets the set KPI requirements. - Keeping stable and friendly relationships with real estate partners, building owners and managers.--
Corporate Regional Manager 08/25/2016 - 03/31/2022
Ginosi Hospitality Management, Yerevan, Yerevan Armenia
Industry: Hospitality
The assigned locations I was responsible for were: Chicago, Ill Los Angeles, CA Seattle, WA Barcelona, Spain Prague, CZ
- Understand the needs and requirements of the Operations department in the assigned region. - Serve as the ambassador and the primary point of contact in the Headquarters for the Frontier. - Keep daily close contact with the Frontier teams in the assigned region. - Create and consult procedures and policies as per the assigned region's requirements. - Implement corporate policies and procedures in the assigned region. - Participate in the recruitment process for the assigned region. - Follow up with the timely handling of financial issues. - Keeping stable and friendly relationships with real estate partners, building owners and managers. - Perform business trips to the assigned locations.--

Anania Shirakatsi The University of International Relations 09/01/2006 - 06/20/2010
Yerevan, Yerevan, Armenia
Degree: Bachelor's Degree
Major:English Language and Literature
Diploma BA in Philology·

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