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Work experience

Work experience
May 2011 - Present

Industrial Engineer

North Shore - LIJ | North Shore University Hospital

Industrial Engineer at North Shore-LIJ Health System’s largest nationally ranked hospital, with 812 beds and a staff of approximately 6,500 healthcare providers. Partnered with key management teams, clinical departments, and operational services in designing and executing fact based solutions and project work plans. 

  • Process redesign and throughput initiatives focused Patient Experience/Satisfaction; Peri-Operative Services (OR scheduling and utilization, supply chain management, and central sterile processing), and OR Queuing Theory simulation modeling; Food Service and Nutrition; Employee Wellness; Engineering design and development; Environmental Services; Patient Transport; Nursing Education; Patient and Family Relations; Hospital operations administration and strategy; Marketing and Education; Employee Engagement; Radiology administration; Cardiac continuum; Hospital pharmacy; VivoHealth retail pharmacy; Sunrise clinical systems CPOE and nursing eMAR documentation.
  • Accelerated focus on patient experience enabling the hospital to achieve breakthrough results in Press Ganey rankings from 3rd to the 19th for “Overall Rankings”, and from 24th to 59th in “Likelihood to Recommend” percentiles respectively since June, 2011.
  • Introduced a multi-media based project reporting, employee recognition, management development and training initiatives, increasing employee engagement and morale as evidenced by Press Ganey and Employee Input Survey results.
  • Transformed the Food Service and Nutrition teams through a full-scale re-development action plan for retail food service, hybrid patient meal service through PODS/Room Service/Tray Line, culinary staff development and community service. Implemented a green choice for healthier food options meeting health system wellness initiative goals ahead of schedule.
  • Ongoing OR Scheduling Smoothing and Queuing Theory project identified operational inefficiencies and opportunities for improvement. Enabled the hospital to deploy an integrative approach linking patient access and flow, OR scheduling and block time management, ALOS reduction initiatives, testing and ancillary services availability, and ED utilization to create additional capacity and configure the proper hospital bed mix.
  • Deployed to other health system sites, such as Forest Hills Hospital OR, Glen Cove Hospital Administration best practices sharing, Vascular Surgery at 1999 Marcus Ave, and the Talent Acquisition, PAANS Recruiting, and Credentialing Optimization Project.
Oct 2005 - Apr 2011

Six Sigma Black Belt

Sarmen Khosdeghian Consulting

Sarmen Khosdeghian Consulting10/05 – 04/11

Six Sigma DMAIC, process development and improvement, project management, and general management projects. Clients include BlueStar Resort and Golf; Good News Construction, LLC; Ararat Electric Company; Career Matching Services, Inc.

BlueStar Resorts and Golf, Inc.,  Scottsdale, AZ.

The resort and golf operator for Shea Homes Trilogy luxury retirement communities, and a division of JF Shea and Company.

  • Designed DMAIC projects for improving golf and resort operations efficiency.
  • Designed and implemented community operations and financial metrics dashboard project.

Career Matching Services, Inc., Fresno, CA. (07/10 – 10/10)

Marketing Process Consultant for a startup that specializes in matching job candidates to an established organizational profile using a patent-pending, Internet-based process. Recruited to develop and market the product to a list of 10,000-plus prospective clients.Successfully designed and implemented email, phone, and trade show process workflows.Prepared client presentation materials for use by the CEO for the U.S. and U.K. markets.

Ararad Electric Company, Fresno, CA. (01/09 – 06/10)

Provided business and process consulting to this electrical contracting family business.

Good News Construction, LLC, Goodyear, AZ. (03/07 – 11/08)

Project Manager and Safety Officer for a start-up family business specializing in high-end custom homes and commercial construction. Designed, implemented, and maintained core business processes and systems. Managed and participated in the full range of design-build workflow. Including architectural, engineering, HOA design review committees, estimating, sourcing, procurement, and construction permitting. Assisted 2 project superintendents with their daily activities. Built 6 custom homes, and completed 2 commercial tenant improvement projects on time and on budget totaling over $2 million.

  • Created marketing plan and produced creative materials enabling new land development investment deals.
  • Performed take-offs and estimating, sourced and purchased materials and managed sub-contractors' bids, work site inspections, change orders, and payments.
  • Personally performed General Contractor's on-site review of insurance adjuster's assessments of damages to foreclosure properties.  Improved turnaround time for reports with photo evidence to within 12 hours of request receipt.
  • Worked in the field with all trades and in all phases of the construction cycle.
  • Maintained safety training protocols and conducted required safety audits with a zero accident / injury record during tenure.
Jan 1992 - Sep 2005

Director of Six Sigma, Black Belt

Starwood Hotels & Resorts Worldwide, Inc.

The Phoenician, Scottsdale, AZ.  02/04 – 09/05

Director of Six Sigma, Black Belt, senior Six Sigma leader in the division’s premiere luxury resort with revenues of $150 million ($35 million EBITDA) and 1,500 employees. Coached 55 business unit managers and 25 Green Belts on DMAIC projects with tollgate control.

  • Saved over $2.25 million through projects that enhance operations and maintain integrity of services in four key operations areas. Resort earned its first AAA 5-Diamond Award in 2004.
  • Reduced accidents and injuries 21% by re-designing and implementing the division’s “Be Safe!” program. Created and implemented a cross-disciplinary accident review process recognized as a proven solution company-wide.
  • Streamlined Banquet Event Order workflow, improving sales by 18% and profitability by 15%.
  • Improved associate engagement survey 25% by designing and implementing leadership action planning processes and team manager’s toolkits, including rollout, training and results tracking.* Front Office expert on Starwood N.A. Division’s Power of Innovation (POI) pilot team. Achieved productivity efficiencies a minimum of 10% in ten key hotels and resorts.

North America Division Corporate Headquarters, White Plains, NY.  09/00 – 02/04

Corporate Manager, Human Resources and Six Sigma Green Belt, optimized efficiencies and outcomes for all HR deliverables including HR Metrics Dashboards, associate satisfaction, performance management, GM talent/bench review, wage and salary administration, benefits, employee relations, worker's compensation and organizational restructuring. Directed outsourced services such as Affirmative Action Plans, and associate satisfaction surveys. Developed and implemented N.A. Division HR policies and practices.

  • Completed DMAIC and Quick-hit projects in relocation, pre-employment screening, cost-per-hire, turnover reduction, labor relations, and recognition programs reducing costs by over $1 million.

  • Negotiated a new contract with associate satisfaction survey provider. Created Internet-based results reporting and distribution workflow saving $375,000 annually.

  • Coordinated transition of HR metrics system to SAP R/3 with Oracle/WebFocus reporting system. Enhanced field HR productivity 30% by eliminating non value-added work.

  • Designed and implemented a new salary administration system on SAP HR/Payroll. Including training, rollout and communication plans. Process saved 15% in payroll expense.

  • Managed Affirmative Action Plan data collection, consolidation, and reporting workflow. Saved $500,000 by streamlining and managing the relationship with the external law firm.

North America Division Corporate Headquarters, White Plains, NY.  09/99 – 09/00

Corporate Coordinator, Human Resources,supported an HR community of over 700 serving 80,000 associates in over 225 locations. Recruited to be part of the HR team that managed the merger and integration of Starwood, Sheraton and Westin.

  • Deployed the division’s first integrated HR metrics system, including end-user credentialing, training and support to 500-plus users. Personally wrote and published user’s guide.
  • Engineered and deployed a streamlined collection and consolidation system for EEO-1/NAACP reporting, improving accuracy and timeliness. Achieved first on time filing of EEOC report.

Hilton Danbury Hotel & Towers, Danbury, CT. 09/98 – 09/99

(currently Danbury Plaza Hotel & Conference Center)

Director of Human Resources, 242 rooms; 235 employees. Recruiting, hiring, background checks, employee relations, benefits administration, performance management, coaching and counseling, succession planning, brand standards training, community engagement, and organizational effectiveness.

  • Achieved Top 10 employee satisfaction in the division by engaging employees, re-energizing community outreach, and administering new benefits programs.  Reduced turnover below 25%.
  • Improved guest satisfaction scores 30% by conducting brand service training of line staff.

Plaza Hotel & Conference Center, Tucson, AZ.  01/92 – 08/98


Human Resources Manager, 150 rooms; 100 employees. Recruiting, hiring, background checks, employee relations, payroll and benefits administration, performance management, coaching and counseling, and organizational effectiveness.

  • Promoted to establish HR Department. Stabilized turnover to below 25% from as high as 70%.
  • Property Payroll administrator, and IT Manager. Implemented new systems in Front Office, Reservations, Accounting, Sales & Marketing, and Food & Beverage.
Jun 1987 - Aug 1991

Administrative Specialist

US Army

Ft. Jackson, SC; Ft. Stewart, GA; Camp Casey, Korea; Newburgh, NY

Administrative Specialist, with assignments in Heavy Armor-Air Cavalry Squadron, Personnel Command, and Special Forces Reserves units. Eighth U.S. Army (Korea) NCO of the Quarter Q2 FY90. Formed and coached the squadron's soccer team.



Additional Education and Certifications

Six Sigma Black Belt, Starwood Hotels & Resorts Worldwide, Inc., White Plains, NY. August  2002

Airborne Course, U.S. Army, Ft. Benning, GA.  February 1991

Primary Leadership Development (PLDC) Course, U.S. Army, Camp Jackson, Korea.  June 1989

1998 - Present

Bachelor of Arts

University of Arizona

Political Internship in the Canadian House of Commons, 35th Parliament, Spring 1995. Worked as Legislative Assistant in the parliamentary offices of Eleni Bakopanos, MP, St. Denis, Montreal, Quebec, Chairperson of the Standing Committee on Immigration.

  • Researched immigration policy issues, prepared news and media releases for both parliamentary (Ottawa) and riding (Montreal) offices.
  • Translated the MP's correspondence and speech documents from French to English.
  • Coordinated the MP's April 24th Armenian Genocide remembrance ceremonies, from House of Commons speech, to hosting the Ottawa Diplomatic Corps at Parliament Hill.
  • Interviewed Armenia's Ambassador to Canada and hosted 20 interns from Ukraine at the Armenian Embassy.
  • Provided marketing support to Armenian concert series hosted by the Armenian community of Ottawa.



P&L / Budgeting / Forecasting

Intranet Administration

Six Sigma DMAIC

Construction Estimating

Presentation Skills

Desktop Publishing

HR Policies & Procedures

HR Generalist