Vilen Gabrielyan Email & Phone Number

California, United States

San Francisco, California, Us

Raydiant is the leading in-location experience platform for the world’s largest restaurants, retail, hospitality, banking, and brands.• Managed post sale customer journey of over 300 top MRR accounts exceeding $5M in ARR. 85% renewal rate in 2023 and 2024• Built account dormancy work streams and GTM plans that drove a 20% increase in customer activation within first 30D post sale• Served as voice of the customer and partnered with product, engineering, and design team to develop user-centric features across various product verticals. • Built and maintained user churn dashboard. Identified leading churn causes, user sentiment and win-back efforts which resulted in +12% increase in monthly retention rate. • Identified process gaps and top drivers for customer non-payment. Worked with finance team to create new best practices which led to highest AR collection to date. • Increased online reviews by 400% due to outreach and relationship management. Increased review rating across Google, G2, and Capterra.• Implemented company's first NPS, launched customer touch points from day 0-365 post sale, created customer onboarding resources and YouTube tutorials

OXO's mission it is to advance mobility to make people’s lives not just easier, but better.• Owned end to end strategy and operations to drive top of funnel volume, user activation, retention and win-back on both sides of the marketplace.• Channeled on-the-ground feedback and customer pain-points into vital user insights to the Engineering team to drive user-centric product features.• Market-maker of the OXO marketplace, making matches between owners and drivers and ensuring that everything goes off without a hitch.• Defined metrics to understand owners’ and drivers’ current app engagement and created the relevant campaigns per customer lifestage.• Employee #2, onboarded all new drivers and vehicle owners. Driver DAU growth of 12x, owner growth of 15x.• Launched additional OXO submarkets in Oakland and San Jose, created go-to-market playbook.

Miami, Fl, Us

• Built the operations team from ground up, covering everything from strategy, branding, processes, andworkforce to deliver exceptional guest service while maintaining team efficiency• “Top Hotel in San Francisco” Tripadvisor rank increased from Top 91 to Top 30 in four months after building the Operations Team• Created 2020 Business Strategy with the Executive Committee on how the Operations Team wouldcontribute to scaling the business with the vision of lower occupancy but higher average daily rate

San Francisco, Ca, Us

• Revamped the hotel’s operations to prioritize operational efficiency with streamlined processes; adjusted budget to prioritize tools and supplies which resulted in efficient employee workflow thus eliminating costly overtime• Focused operation’s team e fforts into delivering stellar customer service which contributed to themonth-on-month increase in guest satisfaction scores and Tripadvisor ratings

• Created the guest Amenity & VIP Program to deliver top tier guest experience for varying levels:1. VIP Guests to improve hotel branding and exposure2. Consumer Guests to increase customer retention3. Corporate Accounts to grow enterprise level business• Managed departmental processes to align with budget while maintaining customer service standardsresulting in the following key results:• Increased Tripadvisor ranking from Top 35 to Top 20 within the San Francisco market• Guest satisfaction score increase in 2016 over 2015. Front Office highest scoring department at 91%• E ffectively managed the operations team resulting a score of 92% in the Overall Colleague Loyalty Survey, the highest within the Viceroy group and a 40% increase YoY

• Revamped Amenity & VIP Program to deliver standardized high-level guest service across all departments• Implemented new processes and incentives that improved employee performance resulting in the following:• Highest guest satisfaction scores in Sir Francis Drake history in 2014 and 2015• 2014 Best performing hotel in Pebblebrook collection (highest in revenue generated and occupancy)• Front Office Department scored highest in the Employee Satisfaction Survey across the wholecompany (93%)

San Francisco, California, Us

• Completed one year Kimpton Management Training program.• Payroll, scheduling, cross trained with conference services and housekeeping.• 236 room union hotel management experience. • Contributed to highest Market Metrix scores the Serrano has seen.

Ba, Marketing

Bachelor Of Business Administration (B.B.A.), Marketing

Education record