- , , 100 Montgomery St. 10th Floor
- (555) 432-1000
- resumesample@example.com
Experienced team leader and business owner with proven success based on a blueprint of unmatched customer service, polished sales skills, teamwork, and training. Have the ability to communicate with anyone, increasing revenue growth by leveraging top-notch abilities in networking and lead development. Demonstrated success in converting prospects into customers, servicing accounts and maintaining consistent sales levels. Skilled relationship-builder, and multitasker. Collaborative leader with dedication to partnering with teammates to promote excellent customer service and safety work culture. 13 Years of experience finding innovative ways to grow revenue and increase margins, high-level contracts and building lasting relationships with vendors, clients and partners.
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Banner Health – Tucson, AZ,
- TWOCATS LLC specializes in small business marketing and advertising strategies.
- TWOCATS LLC was contracted by Elements Developments Construction in 2015 to increase profits and streamline budgets. Within two year contract profits increased over 700%.
- Coordinated and implemented effective training for over 20 Elements employees to improve customer service and safety
- TWOCATS LLC Sales and negotiation expertise won exclusive building contract for Elements Developments for Black Knight Sports and Entertainment dba Vegas Golden Knights.
- Projects included demolition and remodel of main offices for Fidelity Investments and Vegas Golden Knights, Henderson private airport hanger remodel and including office and apartment within hanger.
- TWOCATS LLC developed, designed, and implemented interactive websites for six small businesses including Elements Construction that resulted in total increase of 16% in growth per quarter for five consecutive quarters.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Reengineered departments to establish top-performing groups while decreasing costs by 26%.
- Increased margins by 17% and revenues by 88% with cross-selling and price upselling initiatives.
- Collaborated with Elements business owner and foreman to develop and implement recommendations for service improvement.
Palms Hotel Casino – City, STATE,
- Ability to transparently manage and carry out daily shift activities, make employment staffing decisions based on hotel occupancy and in house VIP guests. Managed over 65 customer and department calls per day.
- Address, investigate, resolve all comments and concerns regarding guest services.
- I constructed new vendor bid and service protocol to handle department overflow of VIP transportation requests.
- Daily or weekly interaction with hotel owners, executives, and department managers of upcoming events and concerns, provide feedback and accountability for my shift.
- Answered guest inquiries and provided information regarding hotel services and amenities.
- Streamlined check-in process to decrease wait times and increase customer satisfaction.
- Investigated guest challenges and sources of dissatisfaction to offer timely resolution.
- Responded to incoming guests, telephone calls, and email inquiries with efficiency and professionalism.
- Greeted guests upon arrival and offered assistance.
- Resolved sources of dissatisfaction and implemented processes to prohibit future service obstacles.
Palms Hotel Casino – City, STATE,
- Prior to grand opening, lead Table Games team that created and edited Palms Table Games Operations and Procedure manual.
- Chosen by table games management to lead customer service team that created Table Games Customer Service classes and reference checklist, which was created to guide table games employees on superior customer service.
- Discrete communication with game supervisors as to possible concerning activities involving game patrons as well as cash counting and informing my supervisor of all transactions (related to Title 31).
- Responsible for supervising up to eight table games, 20 dealers, and average of 80 patrons.
- Expert ability diffusing patron and employee situations where outcome benefits both customer and management.
- Communication with hotel and casino department managers for any special requests or questions providing operational support and updating databases.
- Knowledge of Outlook, Excel, Word, PowerPoint and analysis of customer patterns and revenue.
- Oversaw area games to maintain security and compliance.
- Monitored chips purchases, table inventories and player win ratios.
- Trained employees in procedures, compliance standards and strategies for accomplishing objectives.
- Minimized losses by setting and enforcing bank levels and table limits by game type.
- Eliminated customer service issues by quickly resolving disputes and correcting problems.
- Interacted with guests to promote positive atmosphere by greeting with friendly tone and wishing good luck.
University of Nevada-Las Vegas - Las Vegas, NV,
Advanced Computer Knowledge (10+ years) Advanced Computer Knowledge/Sales Skills (10+ years) Upselling (10+ years) Guest Services (10+ years) Marketing Databases
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School Attended
- University of Nevada-Las Vegas
Job Titles Held:
- COO
- Guest Services Lead-Bell/Limos
- Table Games Dual Rate Supervisor
Degrees
- Bachelor of Arts
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