Results-driven professional with 16 years of experience and focus on performance. Track record of success in building high-performance teams and managing fast-paced operations with great attention to detail and multitasking abilities. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating others.
Skills
Productivity Standards
Organization and Time management
Adaptability
Staff Management
Performance improvements
Employee engagement
Work History
06/2015 to Current
Call Center Shift ManagerGrand Sierra Resort And Casino – Reno, NV,
Established and oversaw performance targets for call center associates.
Determined quality assurance benchmarks and set standards for improvement.
Maintained call center equipment in good working order to maximize productivity.
Conducted performance reviews to reduce resolution times and improve customer satisfaction ratings.
Established team priorities, maintained schedules and monitored performance.
Evaluated employee performance on monthly basis and conveyed constructive feedback to improve skills.
Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
Arranged for group hotel bookings in collaboration with sales department for weddings and special events.
Handled reservations and answered questions from interested patrons for busy 900-room hotel.
Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
Utilized LMS to input all key data into hotel's database system.
Handled billing information over phone.
Resolved various issues and discrepancies for customers.
Provided customers with information about availability and pricing.
Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations and leading conversations to bookings.
Provided follow through on all calls with confirmations and dissemination of requested information.
Worked closely with front desk to achieve full occupancy of property.
Defined clear targets and objectives and communicated to other team members.
Established team priorities, maintained schedules and monitored performance.
Evaluated employee performance on yearly basis and conveyed constructive feedback to improve skills.
Delivered training for staff development, change management and materials, process and technical controls.
Improved staff morale and reduced employee turnover by planning a monthly appreciation.
Optimized processes and supervised 20 employees.
Effectively supervised staff of 20 personnel by implementing company policies, protocols, work rules and disciplinary action.
Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
Established performance goals for employees and provided feedback on methods for reaching those milestones.
04/2005 to 09/2009
Reservations Senior AgentAtlantis Casino Resort – City, STATE,
Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
Utilized LMS to input all key data into hotel's database system.
Suggested various packages and amenities to guests, helping each find perfect accommodations to fit personal needs.
Handled reservations and answered questions from interested patrons for busy 900-room hotel.
Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services and facilities.
Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
Resolved various issues and discrepancies for customers.
Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations and leading conversations to bookings.
Provided customers with information about availability and pricing.
Provided follow through on all calls with confirmations and dissemination of requested information.
Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
Education
Expected in
No Degree: Communications Truckee Meadows Community College - Reno, NV GPA:
Expected in
No Degree: Secondary Education University of Nevada - Reno - Reno, NV, GPA:
Expected in 06/2000
High School Diploma: Eldorado High School - Las Vegas, NV GPA:
Certifications
CM - Certified Manager Certification from Atlantis Casino Resort
CM - Leadership Enrichment Program I from Grand Sierra Resort
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