Hayk Sahakyan

Experience

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  Paris Hotel Yerevan

  Aug 2016 - Mar 2017

  Front Desk Agent
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  Ginosi Hospitality Management

  Jun 2017 - Jun 2019

  Customer Service Representative
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  Freelance

  Mar 2019 - Mar 2020

  Head of ESL Teachers
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  Ginosi Hospitality Management

  Mar 2020 - Jun 2021

  Customer Service Team Lead
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  Joomag, Inc.

  May 2020 - Jan 2022

  • Monitor the performance of the Customer Care team in order to constantly improve the experience of our publishers, improve the procedures and the processes of the company and prepare educative materials/training for the Customer Care agents• Monitor the performance of the Customer Success team in order to gather enough materials for creating procedures and policies, improve the experience of our prime publishers and prepare educative materials/training for the Customer Success Managers• Monitor the performance of the Sales team in order to monitor the experience of the leads, understand the demand in the market and the needs of the publishers.• Prepare materials for case studies• Prepare new tips and constantly searching for ways to improve the workflow Show less - Joomag intro as follows:Founded in 2009, Joomag is the all-in-one platform offering a suite of integrated solutions for every contentmarketing, digital publishing, corporate communications, and sales engagement need. Headquartered in San Jose, CA,the company delivers a unique, solution-based approach with its powerful flagship CraterTM Editor.Over 500,000 businesses both large and small are already creating, distributing, tracking, and monetizing their onlinecontent from a central platform, streamlining workflows and becoming more productive in the process. Among ourclients: Harper’s Bazaar, Cosmopolitan, JLL, Century21, RingCentral, EY, Dillard’s, Levi’s, U.S. Army, HarvardUniversity, UCLA, Honda, Subaru, Renault, jetBlue, Delta, etc.We have offices in Silicon Valley (San Jose, CA), Munich, Moscow, Shanghai and Yerevan. So, if you are ready to kickeverything up a notch, then you should definitely join our team of passionate minds.Main responsibilities include:- Assist in providing constructive and timely feedback and training for Customer Care and Sales teams to improve skills,- Act forthcoming with positive feedback to acknowledge and reward best cases,- Prepare and manage case-based training, update training guides if needed. Show less

  • Customer Service Quality Control

    May 2020 - Jan 2022

  • Assistant Customer Service QC in Customer Success

    May 2020 - May 2020
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  Glovo

  Sept 2021 - Nov 2022

  Operations Senior Specialist

  -Support daily operations through operational supervision and analysis of KPIs-Responsible for forecasting number of couriers needed based on expected demand-Launch new cities and set them up operationally-Responsible for implementing processes and optimizing strategies involving the acquisition and retention of Glovers (our couriers)-Making sure that all the information is transferred to our database and reports-Ensure that all Glovers are properly trained and prepared to provide feedback to the Fleet Operations Manager-Improve processes on behalf of Glovers through projects (when necessary)-Coordinate recruitment, training and onboardings of the entire fleet of Glovers in the new city-Be responsible for all documentation and contracts of Glovers in the city-Handle Glover payments Show less

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  Wise

  Nov 2022 - now

  • Identify and address potential operational challenges that could impact Wise’s growth.• Collaborate with Operations and Financial Crime teams, advocating for the customer’s perspective and challenging overly risk-averse decisions.• Partner with Product teams to ensure risk and scalability considerations are fully integrated, influencing them to prioritize operational impact.• Enhance customer experience by setting SLAs for operational teams, optimizing processes, developing demand-capacity plans, and providing insights to product teams.• Support incident management by establishing effective processes and conducting thorough post-mortems.• Work closely with Customer Support, KYC, FinCrime, and Payment Operations teams to drive automation, process improvements, and outsourcing initiatives.• Monitor SLAs, assess process quality, and ensure product scalability within the embedded team.• Define success metrics and track progress using qualitative and quantitative data.• Show less

  • Business Operations Associate Manager

    Mar 2025 - now

  • Payment Operations Product Specialist

    Mar 2024 - Mar 2025

  • Payment Operations Senior Specialist

    Dec 2023 - Mar 2024

  • Payment Operations Specialist

    Nov 2022 - Dec 2023